Measuring employee satisfaction

Employee satisfaction drives customer satisfaction, indirectly creating profit for an organisation. Research on the service-profit chain shows that satisfied employees are far better than unsatisfied ones at delivering excellent customer service and hence enhancing customer satisfaction with the organisation's products and services.

Employee satisfaction is also a prerequisite for staff retention. Organisations with higher staff retention rates are naturally better at retaining knowledge, which can lead to better performance and profit for the business.

Improved employee satisfaction reduces the cost of staff turnover, builds brand loyalty with staff and positions the company as an employer of choice that attracts talented people to the organisation.

PERSONAL BEST can:

• Design an employee satisfaction survey customised to the company's strategy and performance needs.
• Implement the survey and report on the results.
• Recommend specific actions designed to improve employee satisfaction and productivity.

Measuring employee satisfaction can yield far more than a measure of morale. The initiative provides a catalyst for change.