3 Ways to Improve Employee (and Customer) Satisfaction
2016년 9월 27일
How do you make your employees happy? As an HR professional or executive for your company, this is a question that's likely always top of mind. And for good reason—having a team of happy, engaged employees is not only good for office morale—it's good for your customers, too.
A recent Gallup poll showed that only 32 percent of employees feel engaged at work. In order to feel fulfilled and satisfied at work, today's employees need a different kind of support and autonomy than previous generations.
A recent survey conducted by Appirio looked into what's driving employee engagement and happiness. While some managers equate higher salaries and more frequent bonuses with happiness at work, that's just not the case with today's employees. In fact, when it comes to analyzing a job offer, only 4 percent of our respondents were most concerned with knowing how often employees were evaluated for raises. On the other hand, 60 percent most valued knowing whether or not the staff feel appreciated by management.
So if it's not money, what do today's employees want? Here are three ways you can increase your employee happiness and boost your customer satisfaction along the way.
1) The Latest Tools and Technology
Today's workers are more tech-savvy than ever, so it's natural that workers would want the same access to the latest tools, gadgets and hardware at work that they do as consumers. By providing your team with consumer-grade tools and technology, you're doing your customers a service as well.
From mobile-unfriendly websites to cumbersome user experiences, your customers won't put up with an outdated experience. Update your tools and allow your employees to provide their customers with modern, world-class service every single day.
2) Prioritize Honest, Open Communication
A top frustration for many workers today is not getting regular, constructive feedback on their performance from their manager or superiors. When asked to analyze their own workplace personality, 47 percent of our survey respondents said that they value transparency and open communication above all else.
Acting on tip one, and updating technology, can help with this problem, especially if you're working with a remote team. Above all, however, it's important to try and reduce reliance on top-down communication and instead, focus on regular one-on-one conversations and a streamlined exchange of information when possible. Direct feedback, both positive and negative, will show your employees that their managers trust them to work autonomously.
Healthy communication in the workplace can only translate to healthy communication externally, with your customers. When honest, open communication is prioritized among employees, your team will be more apt to anticipate the needs and desires of your customers, without having to bring in multiple team members.
3) Be Flexible
I've already mentioned how lack of flexibility and mobility in the workplace is causing workers to feel disengaged from their jobs. In addition to the more obvious benefits modern workplaces are starting to offer—like flexible hours, ability to work remotely and coworking spaces—it's also important for employers to recognize and address different worker needs. If you hire a mix of full-time employees, contractors and freelancers, for example, the needs and expectations of those groups of people will likely be vastly different. From benefits packages to in-office perks, it's important to keep a flexible mindset.
By focusing on the above tips to increase your overall employee happiness, your customer satisfaction will soon follow. Happy workers are more efficient and more engaged. And when efficient, engaged workers interact with customers, the result shows up in positive ways that will ultimately impact your business for the better.