Numerous studies have shown that a dissatisfied employee is unlikely to provide good customer service or pass vital customer feedback up the chain. If employees aren’t engaged with their jobs, they are probably not representing your organisation very well. And this can poison your customer relationships – and the overall customer experience.
In fact, employee disengagement is a bigger problem than most employers realise. One Gallup study found that 70% of American workers are either not engaged or actively disengaged with their jobs. Disengagement is a complex issue and can stem from many sources, such as an unclear career path, poor professional relationships or an unpleasant work environment.
It’s up to you to address these problems and provide employees with the morale and motivation they need to offer customers the best experience. Here’s how.
But rewarding employees is only part of keeping employees engaged. Even if you hand out gift cards every quarter, that may not be enough to motivate employees. It’s a good idea to use employee engagement surveys to find out what employees think of their jobs and your organisation in general. But in order to get useful responses, you need to ask the right questions. Here are some employee survey examples to get started:
Once you’ve collected general employee feedback, you need to work out why employees feel (or don’t feel) motivated and engaged. Ask your employees to give their opinions about specific workplace issues with human resources surveys that address issues such as:
And, if you do happen to lose an employee or two, make sure they fill out an employee exit survey so you can collect invaluable feedback on what may be causing employees to look elsewhere for employment.
So what do you do if you find that employees aren’t motivated? Show employees you appreciate their hard work – and reward them for their efforts – by incentivising excellent work. You can achieve this by identifying all-star employees and awarding them publicly with a desirable prize, such as a bonus or a gift card. Whether you establish regular quarterly goals or reward one-off achievements, keep your employees motivated and engaged so that they’re proud of (and invested in) your organisation. In turn, they’ll treat your customers with the care they deserve.
Even though employee engagement is complex and has many factors, get a head start on keeping employees happy by asking them how they feel. Because when you collect employee feedback that will direct improvements internally, your organisation will shine on the outside. Improved employee satisfaction and customer service? It’s a win-win.
Do you want to know what your customers are saying about you? Customer satisfaction surveys can help you find out what people think of your company, obtain feedback about customer service, and more.Visit Page
When you listen to your employees, you can make decisions that make for a happier workplace. Do you want to measure performance? Do you want to engage or motivate your employees? Then employee surveys can help.Visit Page
Organising an event is by no means easy. Who’s coming? What’s their schedule like? Event surveys can give you a clearer picture. When you’ve finished, receive post-event feedback so that you can improve for next time.Visit Page
Here are some ideas to ensure that respondents will answer your surveys.
If your survey is short and sweet, there's a greater chance that more respondents will complete it.
Little incentives like small discount or an entry into a drawing can help ensure respondents complete your survey.
With SurveyMonkey Audience, you can purchase access to an audience who meets specific demographic criteria for your survey. It's a great way to get targeted responses from a specific group.