A place to discuss the principles of High Performance Organizations and interact with other professionals who have been successful in implementing HPO principles, or are seeking to, in their organizations
Customer Satisfaction is a Reflection of Employee Satisfaction
March 12, 2010 at 2:29 pm #94892
March 12, 2010 at 3:22 pm #94896
I think this is an excellent article and presents good talking points for WINN. Perhaps our WINN chairs can use this for a handout at the next meeting or provide to the full team by email. Thanks for your continued efforts to provide informative information to us. Karen Levy
April 3, 2010 at 11:52 am #94894
I would argue that employee engagement has more effect on customer satisfaction than employee satisfaction. To use the Dilbert analogy, Wally is satisfied; Alice is engaged. Guess whose customers are more satisfied. Also, in the context of the Baldrige Criteria for Performance Excellence, Area 5.1c.(2) asks, “How do you relate your workforce engagement assessment findings to key business results reported inj Category 7 to identify opportunities for improvement in both workforce engagement and business results?” (2009-2010 Business/Not-for-profit Criteria, page 19, http://www.baldrige.nist.gov).
Translated from Baldrigese to English: “Now that you have measured and analyzed your workforce engagement data, how does workforce engagement affect business results (one of which is customer satisfaction/loyalty/referrals)?” The second part is translated as, “How do you use workforce engagement data to improve workforce engagement … and, by exrtension, business results?” The implication is that workforce engagement is a leading indicator of business results (e.g., customer satisfaction).
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