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Tag Archives | employee surveys

The Meaning, Measurement and Analysis of the Employee Experience

Managing the employee experience is critical to the success of your business. Employees, after all, build the products and deliver service to your customers.  In short, they help ensure the customers receive a great customer experience, which translates into happier, loyal customers. Consequently, business leaders are seeking to better understand how to improve the quality of […]

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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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Clarifying Employee Engagement: A Review of Four Employee Engagement Measures

The concept of employee engagement is a popular one. I have seen many claims that companies with higher employee engagement have better outcomes (e.g., higher customer loyalty, increased employee performance, business growth) than companies who do not. Consultants even tout their own measure of employee engagement and present research to show its effectiveness. From the […]

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