New data: Does employee satisfaction drive customer satisfaction? Not really!

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05|04|2018 15:33 Leeftijd: 7 yrs
Categorie: AFSMI-NL

New data: Does employee satisfaction drive customer satisfaction? Not really!

First, is there any evidence for what most people believe?

It is obvious to everyone who works on customer experience that happy employees make happy customers. But… is there actually any evidence for this? Not much, though you would not know it at first.

Maurice Fitzgerald: I used a new method to study the relationship between the two factors, using public data sources. In short: happy employees do not make customers happy. Nor do unhappy employees. Some industries appear to be exceptions. Overall, employee happiness explains 4.4% of customer experience variations across 345 businesses that sell to American consumers. I believe one reason for this low percentage is that many companies have no direct contact with their end customers.

Lees het hele artikel verder : Maurice Fitzgerald