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Improve customer satisfaction by measuring employee engagement

When your employees are happy, your customers will be, too

If your employees aren’t engaged with their jobs, they probably aren’t representing your organization well. Numerous studies have shown that a dissatisfied employee is unlikely to provide good customer service or to pass vital customer feedback up the chain.

For example, a Gallup poll found that 70 percent of American workers are either not engaged or actively disengaged. But diagnosing engagement problems can be as difficult as curing them. Disengagement is a complex issue that can stem from many sources like unclear (or unpromising) career paths, poor managerial relationships, or an unpleasant work environment. What can you do to identify problems and provide employees with the motivation they need to offer good customer service?

The best way to find out what employees think of their jobs and your organization is simply to ask them. You can do this with informal interviews or company-wide surveys—there’s no right or wrong. But in order to improve this critical customer touchpoint, you need to ask the right questions.

Here are some tips for understanding employees’ level of engagement:

  • Ask employees to assess their own level of engagement
  • Ask employees to share their perceptions of their co-workers’ behavior—peers, subordinates and managers
  • Learn whether they feel like they’re fairly compensated, and if they get the benefits they need
  • Look into work-life balance to see what kind of external pressures exist and how best to accommodate them
  • Allow employees to respond anonymously so they can give honest feedback
  • Make it a regular exercise to measure engagement so issues can be identified and addressed
  • Set benchmarks and compare employees’ engagement over time

Once you know what’s working for your employees and what’s not, you can focus in on the things that make a big difference. This focus can help you get results right away. Because you’ll be able to create the right incentives, see where there’s friction between management and the rank and file, and ultimately have a more thoughtful approach to building a great team.

These sorts of improvements can pay big dividends when better products and services make their way to customers. Improved satisfaction and loyalty are likely to follow. When employees and customers are happy, it’s the ultimate win-win.

Fire up your workforce with an automated, high-cadence engagement program rooted in social science.

If you want to create an employee engagement surveys, we’ve got a few tools that can help. Our survey experts partnered with the Society of Human Resource Management Foundation (SHRMF) to write a series of employee engagement survey templates. You can use them as-is, or customize them to meet your organization’s needs. See sample questionnaires here:

For other ways to improve customer satisfaction, check out our free eGuide: 6 Keys to Satisfaction, Loyalty & Love.

Smiling HR employee holding a piece of paper and taking a video call on laptop

人力資源主管可使用此工具組創造出色的員工體驗。

A man and woman looking at an article on their laptop, and writing information on sticky notes

探索 woom 如何使用 SurveyMonkey 建立大規模的多語言調查問卷、改善員工體驗,並收集客戶的見解。

Smiling man with glasses using a laptop

使用由 SurveyMonkey 提供的報銷表單範本,簡化費用報銷流程。高效又安全地收集和追蹤報銷申請。

Woman reviewing information on her laptop

這份員工自我評鑑表單範本可鼓勵員工自我反思並使問責制度更完善。馬上開始使用,立即改善公司的績效考核程序!