Companies measures customer satisfaction frequently. How are their employees?
Companies measures customer satisfaction. And what else?
Guest blog by Cecilia Gannedahl, Senior advisor Communication & Change.
I read a comment by Carolina af Ugglas, head of Equities at Skandia, where she talked about the internal atmosphere at the time when Skandia became a symbol of cheating and greed.
She mentioned that many employees were berated and criticized when they told people where they worked.
Some employees even removed the company logos from clothes and bags so as not to be associated with the company.
Metrics to measure customer satisfaction
I think that it is a telling example and yet very scary. But with the knowledge we have today, we know that you can rebuild trust.
When dissatisfaction grows internally it seeps out externally and becomes very expensive for the company owners. Our experiences, good as bad, can today get round this within seconds.
The old coffee room has become a giant social forum where you continuously share with others and express your likes.
Companies measures customer satisfaction.. and employee engagement
In a market with increasing competition and changing preferences it’s vital to keep up with what your clients think about you and to what extent your employees recommend you to others.v
It’s a challenge to always keep your ear to the ground and to take the temperature both internally and externally.
And therefore all the tools that are available to measure customer satisfaction and employee engagement are important.
Customer satisfaction rating
A few months ago, when I arrived at Heathrow Airport after flying with British Airways, I was asked to share how my flight was by pressing a red or a green button.
It may not give the whole picture but it felt like an easy way to check on the customers’ satisfaction, and that way quickly intercept possible dissatisfaction.
I’m sure there are other alternatives to the more traditional customer surveys.
Employee surveys can give good qualitative results but also be blunt and slow
Within companies and organisations there are also many ways to listen and learn.
The more classical employee surveys can give good qualitative results but also be blunt and slow.
A faster device to measure employee mood that I like is the Daily Pulse. Even here a simple green or red button where you share how your day was.
But before it turns completely red and the company logos are stripped by disengaged employees, the problems can hopefully be picked up and dealt with – and you can steer in the right direction.
Companies measures customer satisfaction regularly. Many could do with frequently asking their employees how they feel too.