For example, a Gallup poll found that 70 percent of American workers are either not engaged or actively disengaged. But diagnosing engagement problems can be as difficult as curing them. Disengagement is a complex issue that can stem from many sources like unclear (or unpromising) career paths, poor managerial relationships, or an unpleasant work environment. What can you do to identify problems and provide employees with the motivation they need to offer good customer service?
The best way to find out what employees think of their jobs and your organisation is simply to ask them. You can do this with informal interviews or company-wide surveys – there’s no right or wrong approach. But in order to improve this critical customer touchpoint, you need to ask the right questions.
Here are some tips for understanding employees’ level of engagement:
Ask employees to assess their own level of engagement
Ask employees to share their perceptions of their colleagues’ behaviour – peers, subordinates and managers
Learn whether they feel like they’re fairly compensated, and if they get the benefits they need
Look into work-life balance to see what kind of external pressures exist and how best to accommodate them
Allow employees to respond anonymously so they can give honest feedback
Make it a regular exercise to measure engagement so issues can be identified and addressed
Set benchmarks and compare employees’ engagement over time
Once you know what’s working for your employees and what’s not, you can focus in on the things that make a big difference. This focus can help you get results right away. Because you’ll be able to create the right incentives, see where there’s friction between management and the rank and file, and ultimately have a more thoughtful approach to building a great team.
These sorts of improvements can pay big dividends when better products and services make their way to customers. Improved satisfaction and loyalty are likely to follow. When employees and customers are happy, it’s the ultimate win-win situation.
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.