Employees are the most important asset of any organization. Satisfied employees increase customer satisfaction, and satisfied customers are the foundation of healthy business operations. In the book The Service Profit Chain – How leading companies link profit and growth to loyalty, satisfaction and value (1997) by Harvard professor James L. Hesket, it is demonstrated that customer and employee satisfaction are key determinants of companies' profitability and revenue growth.
The Service Profit Chain model
Customer loyalty is the number one variable for profitability and revenue growth
The Service Profit Chain was developed based on analyses of successful service organizations. The so-called "chain" has a number of successive links, with the ultimate result that customer loyalty is the number one variable for growth and profitability. In short, if you have more 'fans' than your competitors, you will grow. These are also referred to as promoters of your company, because customer loyalty is a direct result of customer satisfaction. The higher the customer satisfaction, the higher the chance of repeat purchases, upsell and cross-sell opportunities.
Customer satisfaction surveys give you insight into how satisfied and loyal your customers are and which areas need to be prioritized in order to increase customer satisfaction and loyalty (NPS).
Customer satisfaction surveys give you insight into how satisfied and loyal your customers are and which areas need to be prioritized in order to increase customer satisfaction and loyalty (NPS).
Improving the value proposition
Employees are a key driver of customer satisfaction
To increase customer satisfaction, you should not only look at adjustments to the product or service provided and the processes, but also at the employee. In fact, in many customer contacts, the employee is decisive for a positive (or negative) customer experience. So think carefully about how your employees can make a difference in customer contacts. Personal attention, proactivity, thinking along with the customer, and expertise are important points to consider in this regard.
To gain insight into the extent to which the customer is satisfied with the employee's service, it is important that satisfaction with the employee is included in the customer satisfaction survey. Based on the results, you can show employees what customers find important, what is going well and what is not going so well, and coach them on how to improve customer contact.
To gain insight into the extent to which the customer is satisfied with the employee's service, it is important that satisfaction with the employee is included in the customer satisfaction survey. Based on the results, you can show employees what customers find important, what is going well and what is not going so well, and coach them on how to improve customer contact.
Employee loyalty to improve value proposition
Employee satisfaction important for motivation
To ensure that employees are willing to give their best when it comes to providing service to customers, it is important to make sure that employees enjoy their work.
An employee satisfaction survey provides insight into the extent to which employees enjoy working for the organization, their loyalty, and the areas in which they are satisfied. It also provides insight into areas of focus for increasing employee satisfaction and loyalty.
An employee satisfaction survey provides insight into the extent to which employees enjoy working for the organization, their loyalty, and the areas in which they are satisfied. It also provides insight into areas of focus for increasing employee satisfaction and loyalty.
Are you also curious about how satisfied your employees and/or customers are at the moment?
Feeddex is happy to help you gain insight into this. We are your one-stop shop and collaboration partner, with the tools, knowledge, and software you need for an independent employee and customer satisfaction survey.
Are you curious about how your organization is currently performing? Feeddex's baseline measurement is a simple and effective way to get started. If you would like to start conducting employee satisfaction surveys and/or customer satisfaction surveys, or if you have any questions about this, please contact our Client Service Manager: Claire Schmitz.
✉ claireschmitz@feeddex.com
📱 06 86 80 87 87
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Are you curious about how your organization is currently performing? Feeddex's baseline measurement is a simple and effective way to get started. If you would like to start conducting employee satisfaction surveys and/or customer satisfaction surveys, or if you have any questions about this, please contact our Client Service Manager: Claire Schmitz.
✉ claireschmitz@feeddex.com
📱 06 86 80 87 87
