Employee baseline
research:
Employee baseline of customer service
CTMA's employee baseline of
customer service focuses on the overall relationship between
staff-experience delivering service, and loyalty. Its
purpose is to identify problems encountered by staff when
delivering service to customers, what staff do when they
encounter such problems and how well the company responds to
staff when they seek assistance.
Baseline of employee satisfaction
CTMA's baseline of employee
satisfaction examines the relationship between employee
satisfaction and loyalty to the company. Its purpose is to
identify sources of employee dissatisfaction, discover what
they do when they encounter problems and concerns with their
employer and how well the company responds to employees who
have problems or concerns.
Ongoing
satisfaction tracking:
Employee satisfaction tracking
programmes
Once a baseline has been
established, employee satisfaction tracking programmes can
help monitor the performance of individual employee or
customer processes, the effectiveness of improvement
initiatives and provide an ongoing measure of employee
satisfaction and loyalty. Employee satisfaction tracking
programmes can also provide an early indication of problems
that would otherwise not be detected until after they have
impacted customers. |
