Skip to main content

Linking Employee and Customer Satisfaction


Techniques used to measure employee satisfaction include informal one-on-one discussions, focus groups and periodic surveys. As with customer satisfaction surveys, for accurate and reliable results, employee satisfaction surveys should be created with care by people who understand how to develop questions that produce unbiased information. In other words, ask your HR folks for help!
So what questions should you ask? "How satisfied are you with your job?" is a good place to start. A question such as: "Compared with a year ago, how would you describe your overall job satisfaction?" can provide additional insight. 
You can also ask employees to rate their satisfaction with areas such as:
  • Reward and recognition programs
  • Career development and advancement opportunities
  • Education and training 
  • Supervision, coaching and feedback
  • Teamwork
  • Availability of resources needed to do the job
  • Ability to contribute to organizational goals 
And in the spirit of continual improvement, it’s always good to ask an open-ended question such as: "What could the company do to enhance your satisfaction as an employee?"
When using surveys, a key to success is to test and then refine the questions by conducting a pilot. Using the refined set of questions for all subsequent surveys will allow you to baseline satisfaction and gauge whether satisfaction is increasing or decreasing over time. It’s also important to keep in mind that it’s not about the number. Thinking the results are ‘good enough’ or doing nothing with the results is a good way to decrease employee satisfaction. It’s about being open to the feedback and being willing to make meaningful improvements.  After all, it’s not just employee satisfaction that is at stake. Satisfied employees lead to satisfied customers!
Our March webinar was devoted to the importance of linking customer and employee satisfaction. Numerous articles have been written on how to measure customer satisfaction and our webinar provided some tips and techniques. But what about employee satisfaction?

Comments

Britney Palmer said…
It’s difficult to get knowledgeable people today on this subject, but you sound like you know what you are talking about. Thanks for this informative post.
http://www.surveytool.com/employee-satisfaction-survey/

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: RenĂ©. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…