The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. She’s busy looking for her next job and becoming a very vocal detractor of the organization with her friends and family. When Sue is happy at work, she is motivated to go the extra mile. She wants to see both herself and the organization succeed and she understands what a customer experiences when they interact with your organization — and, specifically, with Sue, herself — is a big part of that.
While many HR leaders accept the idea that engagement affects revenue, a strong causal connection between the two can be tough to find. A few weeks ago, Caesars Entertainment Vice President of Total Services Terry Byrnes and I delivered a session at CXFusion on the connection service-minded organizations are making between engagement and satisfaction. Below are some tweetable statistics from our presentation, which you can download along with some supporting resources to learn more.
Your employees have a direct impact on the customer’s opinion of your brand:
- 71 percent of employees are not engaged with their work. [Tweet this stat]
- 74 percent of your customers have spoken with customer service in the past year. [Tweet this stat]
- 91 percent of unhappy customers will never again willingly do business with the offending company. [Tweet this stat]
- 80 percent of companies claim great customer service, but only 8 percent of their customers agree. [Tweet this stat]
- 78 percent of customers have bailed on a transaction because of a poor service experience. [Tweet this stat]
- Organizations spend 6 to 7 times more to acquire a new customer than they do to keep an existing one. [Tweet this stat]
To learn more about the connection between employee engagement and customer satisfaction, including tips on creating goals and measuring key performance indicators, you can download our presentation from CXFusion here.