Decoding the Link Between Employee Engagement and Customer Satisfaction

When managed properly, employee engagement may be one of the most effective instruments in the arsenal of any firm, large or small. There is a significant difference between a team that is inspired and driven to overcome all hurdles to create a great product and one unconcerned with the outcome of their job. This is how you assess employee engagement and its impact on the way your business works. Healthy workplace engagement has an impact on customers as well. Indeed, there are numerous proven links between employee engagement and customer satisfaction that can make a significant difference in your company’s success.

As per Gallup’s research, employee groups with high levels of engagement have 22% higher profitability and 21% higher productivity when compared to work groups with low levels of engagement. They also have 65% lesser resignations and 10% higher customer evaluations than low-engagement work groups.

Developing a healthy workplace culture in which employees are content with their work and enjoy doing it can be a fantastic strategy to establish a positive image of the brand and a good reputation among customers. Employee discontent spreads like wildfire, and many customers refuse to use the services of organisations whose staff are unhappy.

While a lack of employee engagement does not always imply a toxic work environment, negative results from employee engagement surveys can be a red flag for consumers and lead to negative brand perception. After all, why should a client invest in a product if the employees are not caring about it?

Workplaces with a lack of employee engagement are more likely to have a low retention rate, which is the ratio of the number of staff members hired and staying with a company versus how many quit or get fired. Some businesses don’t mind maintaining low retention rates, especially if they receive a flood of employment applications.

However, it is critical to remember that you may lose one or more clients for each staff member who leaves the company. Consider the following scenario: suppose you have a salesperson who has developed an excellent connection with several high-profile clients. If that individual decides to leave because they are not involved in their work, your company will most likely lose several, if not all, of its employees.

Employee engagement is critical to having a productive and motivated staff committed to the brand’s success. Maintain high employee engagement by incentivising professional development, recognising and praising individuals for their efforts, and recognising exceptional achievement. This will significantly impact how your customers see your business since they will see so many staff interested in their work and driven to give the finest outcomes possible.

Leave a Reply