CUSTOMER & EMPLOYEE
SATISFACTION STUDIES

Employee dissatisfaction results in low performance and loyalty to the employer. The result is “service by the book” and usually these employees have already internally resigned. This lack of enthusiasm can lead dissatisfied customers to not buying your products and services again and not recommending your company to others. The interaction of satisfied employees and satisfied customers is crucial for the success of your company.

How can you increase the satisfaction of your customers and employees and thus bind them to your company in the long term?

our answer

The increasing market pressure forces your company to constantly adapt to the changes in the market. To do this, you need to fully know the expectations and needs of your own customers in order to make the right strategic decisions and to bind them to your company. As a rule, this is much more cost-effective than acquiring new customers.
An essential success factor and therefore also a figurehead for your company, are your customers. The more satisfied your customers are, the more likely they are to recommend your company and engage in positive word-of-mouth advertising. Positive customer recommendations inspire trust and are a good channel to win new customers.
Furthermore, the employees in your company have a decisive influence on customer loyalty. Satisfied employees influence this positively and sustainably.

  • Customer satisfaction strengthens purchase intentions and customer loyalty
  • Satisfied employees have a positive influence on customer loyalty
  • Customer loyalty promotes entrepreneurial growth
  • Employee satisfaction increases productivity and loyalty to the employer

The more satisfied an employee is, the higher the motivation to work, the better the performance, and the more loyalty towards the employer.
Due to the relationship between customer and employee satisfaction, regularly collecting both positive and negative feedback from customers and employees is very important.
Evaluate the satisfaction of your customers and employees using a 360 ° approach in order to identify relevant factors for greater satisfaction on both sides. Use regular employee surveys to reduce e.g. fluctuation, sick leave etc. and increase the commitment of your employees. Prevent customers from churning through regular customer surveys and turn them into enthusiastic customers.

Your Benefits
  • Better positioning vs. the competition through high customer and employee loyalty
  • Increase of entrepreneurial growth
  • Flexibility, to react to market changes at an early stage
Our methodology

Customer survey

A customer survey provides you with relevant information on the customers’ satisfaction, expectations, buying habits and willingness to recommend your products and services to both existing and potential customers. With this survey method, you can quickly and inexpensively capture the needs of your customers in order to not only increase customer satisfaction and loyalty in the long term through the insights gained, but also to increase the quality of your products and services and thus also company turnover. For example, driver analyses, SWOT matrix etc. are suitable for the preparation of the relevant insights. For a sustainable high customer satisfaction, regular repetition of the survey is recommended.

Employee survey

An employee survey gives you information about the mood and satisfaction of your employees on certain topics in the company. As a rule, these are questions about the general work situation, communication amongst each other, the management style of the supervisor, opportunities for further development, stress and health management, etc.. The aim of an employee survey is not only to measure satisfaction, but also to identify weak points in the company that could have a negative impact on your company in the long term. An employee survey serves as an early warning system and shows you where action is needed. However, a survey alone does not increase employee satisfaction. The results serve as a basis, from which you can derive measures to apply to your company.

Examples from previous projects