Running a business comes with personally connecting with its customers as well as the ones providing the service to the customers; the employees. In fact, the link between employee engagement and customer satisfaction is so strong that 80% consumers reportedly would pay more for a product or service to ensure a superior customer experience.
So in the rapidly-evolving, tech-inspired times we thrive in, it’s best for businesses to do everything they can to keep their workers engaged at all times. And one of the best ways to gauge what makes your workers happy and what puts them off is an employee engagement survey.
This establishes a personal connection with your employees that might not have existed before. Accounting for this is one of the many ways to help set up an effective corporate communication strategy for your business and help it succeed even more.
Let’s look into some of the reasons why employee engagement surveys are important.
Reasons Employee Engagement Surveys Are Essential
1) Offers Insight Into Your Workforce
Recently, many businesses have been moving away from employee satisfaction surveys and more toward employee engagement surveys. Satisfied employees are less likely to leave an organization, which as a result, lowers hiring and training costs. Engaged employees, on the other hand, put in the very best efforts in their work.
Check who’s on your team and whether they are aligned with your company’s mission, values and vision. Do you want them to give it the best they have at work or just enough to simply get the job done? Having these questions in an employee engagement survey is an essential element of a corporate communication strategy framework. It’s especially crucial in determining alignment and providing solid data about the present state of your employees’ hearts and minds.
2) Increased Productivity
When engaged employees find their jobs to be motivating and satisfying, they tend to be more productive in their work than disengaged employees. Research from Hay Group found that actively engaged office employees are 43% more productive. Photo by Deedster on Pixabay
Therefore, you should work on collecting feedback on what your employees want that motivates them to work more. As a result of increased productivity, employees find the time to do other tasks such as reach out to more customers, help their colleagues complete a difficult task, or assist existing customers.
They also find the time to learn new skills on top of their existing ones.
3) Impacts Profitability and Boosts Revenue
Collecting feedback from engaged employees can also have a direct impact on profitability as well. According to Sears, a 5-point improvement in employee attitudes leads to a 1.3 point improvement in customer satisfaction, which also results in a 0.5% improvement in revenue.
Another study of 64 organizations reveals that companies with highly engaged employees bring about twice the company’s annual income than those who are not engaged.
4) Increases Retention and Decreases Absenteeism
Engaged employees are likely to remain with your company for an extended period. One study found that highly engaged employees are 87% less likely to quit their companies than disengaged ones. This, in turn, makes employment forecasting easy for your HR department. It even lessens the bad word of mouth from former employees, thereby improving the reputation of your brand in both the eyes of your customers as well as others in your industry. Photo by Deedster on Pixabay
So it falls on you to gather feedback on why exactly your employees are so disgruntled and give them the morale and motivation they need in order to give customers the best experience possible. Here’s what you need to do:
How to Boost Employee Engagement
1) Measure Overall Employee Engagement
Rewarding employees is only a small part of keeping them engaged. That’s why it’s a better idea to use employee engagement surveys to know exactly what your employees think about their jobs and your company in general. However, if you want to get proper responses, you have to ask the right questions. Here’s a couple of good employee survey examples you could use:
- Use a 360-degree employee evaluation survey and ask your workers what they think about the way their colleagues or managers behave.
- Give your employees a survey to gauge their response about the overall sense of engagement and satisfaction.
- Regularly survey employees so you can set internal and external employee engagement benchmarks, allowing you to measure their progress and set goals.
- Make sure that the responses of your employees are anonymous so they can provide you with honest feedback.
- Now, measure the fundamental work conditions.
Use human resource surveys to get your employees to mention specific workplace issues such as:
- Relationships with management
- Career development
- Work environment
- Employee benefits
- Work-life balance
And even if you do manage to lose a couple of workers, have them fill out an employee exit survey. Therefore, you can gather valuable feedback on exactly what the reasons for their departure really are.
2) Reward Employees For Their Great Work
When your employees are giving their all to produce results. It is your responsibility to appreciate their efforts and reward them for a job well done. You can do this by determining the star employees of your company and rewarding them with something really desirable. For E.g like a bonus, a gift card, some time off, etc.
Whether you’re putting up one-off achievements or regular quarterly goals, you must keep your employees engaged and motivated so they enjoy working for your company. And in return, they will treat your customers with the utmost care and appreciation they deserve.
Engaged Employees Equal Happy Customers
Yes, employee engagement can be a complex task at first, but you need to start somewhere. We suggest you start by asking them how they feel about their presence in your company. By gathering employee feedback you will be able to improve on the inside, you will create a positively inspiring and endearing environment outside as well. Therefore, improved employee engagement equals increased customer satisfaction and experience.