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Hello Team,
We know that employee and customer satisfaction are interrelated and that their behaviors affect each other and the financial performance of the organization. Exactly how are they interrelated? The root causes, also known as drivers, of employee behavior influence overall employee engagement. The root causes of employee engagement (job satisfaction, management style, and culture), in turn, influence overall customer satisfaction and the customer’s willingness to recommend the business. The root causes of customer satisfaction and willingness to recommend ultimately drive financial performance.
Now, back to that crystal ball. Understanding the relationship between these variables is helpful. But how do you “fill in the blanks” with the specific root causes or drivers of employee and customer behavior? This is where science plays an indispensable role.
Scientific survey methods can enable you to “read the minds” of your employees and customers and “see into the future” in regards to their behavior. Keep in mind that it is best to start with your employees since their behavior and attitudes influence your customers. A scientifically sound survey instrument used conjunctively with state-of-the-art statistical techniques can enable you to identify a small number of drivers that are influencing the attitudes and behavior of your employees overall and more specifically, the root causes of their job satisfaction and their perceptions of management style and culture. Once these root causes are identified, your next step is to design and implement strategies that will improve your employees’ perceptions of these root causes. Improving employee perceptions of these root causes will have a positive influence on their behaviors and thus, you will see improvement in customer perceptions as well.
Regards,
Saiyid
