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?


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.

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