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Archive | Employee Satisfaction

Your Relative Performance: A Better Predictor of Employee Turnover

Last week, I compared two employee turnover metrics. One metric was a self-reported measure gathered through surveys. The other metric reflected the employment status at a later date (the objective metric). The analysis showed that, while self-reported intentions to quit predicted whether or not the employee actually quit, the correlation between the two metrics was only r […]

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Using Driver Analysis to Improve Employee Loyalty

Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied employees have customers who are more satisfied with service and are less likely to churn […]

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Getting the Most Value from your Employee Survey

Companies need to ensure they are providing their employees with the tools, information and support they need to be successful at their jobs. One way companies gauge how well they meet their employees’ needs is through an annual employee survey. Employee surveys can provide companies useful insight about what makes their employees want to work […]

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Linking Constituency and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). Constituency linkage analysis allows us to better understand how employees and partner relationships impact the health of the customer relationships. The service profit chain depicted in Figure 2 (I added […]

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bob@businessoverbroadway.com | 206.372.5990

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