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Employee Satisfaction Surveys

There are a variety of factors that contribute to service breakdowns. By looking more closely, we often realize the problem is not a result of what a company but rather what a company is not doing. Employees often are the first to recognize the factors impeding success. To win the hearts of your customers, you must first win the hearts and minds of your own employees. This is your No. 1 strategic advantage.

Employee Net Promoter Score

Along with qualitatively analyzing customers’ opinions, Net Promoter also can look at employee engagement. This is particularly useful for service companies to measure employee engagement on several levels.

High employee engagement has real-world returns, including:

  • Lower employee turnover
  • Improved assessment of training needs
  • Improved customer service
  • Improved sales through referrals generated by your employees
  • Improved processes aligned to achieve success

Companies spend significant time and money to attract and retain their employees. A company with the ability to attract a better, more engaged workforce than their competitors will reduce costs and have higher levels of customer satisfaction, loyalty and profits.