Employee & Customer CSAT Link

While the two are often considered to be separate entities, the truth is that employee satisfaction and customer satisfaction are both very similar. Both are important for a successful business, both rely on proactive efforts by the part of the company in order to stay strong, and both often have a variety of similarities in how they play a role in long-term revenue. At this point there is little denying that employee satisfaction and customer satisfaction are linked. Indeed, there is ample evidence that, while customer satisfaction is possible without employee satisfaction, many industries benefit significantly from improving the satisfaction of their employees.

Direct The direct link is the more traditional link. Employees that come into contact with customers are more likely to bring positive value to the customer experience, leading to greater customer satisfaction. While some studies have shown that employees may still provide excellent customer service even in the absence of satisfaction, one can still argue that an employee that provides excellent customer service will likely leave a company in which they are unsatisfied, which in turn leads to worse customer service.

Either way, there is little denying that a high satisfaction employee brings benefit to the customer. Indirect Indirectly the reasoning is not as clear, but it can be argued that an employee that has a greater level of satisfaction with the work environment is far more likely to put more effort into their own work, thus improving product/service quality and bringing more value to the customer. More satisfied employees will always be more productive employees, and a lack of turnover will keep the product line moving without any significant snags.

All of these bring value to the customer, which in turn improves the customer experience. Regardless of the causes, there is a strong link between employee satisfaction and customer satisfaction that cannot be ignored. Both are important for the long-term success of your business, which is why you will always need to target both if you hope to see any noticeable changes in your business.

Customer satisfaction may have a variety of different causes, but unless you are also able to complement it with proactive employee satisfaction, you are unlikely to see any long-term benefits for your company’s revenue stream. More on: How to effectively measure employee satisfaction using employee satisfaction surveys Measure customer satisfaction levels using customer satisfaction surveys