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CTMA's
employee satisfaction research programmes help organisations
identify internal sources of dissatisfaction that can, in turn, lead
to barriers for effective customer service, customer
dissatisfaction, reduced productivity and higher employee turnover.
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.
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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.
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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.
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