Employee Survey – Increase in customer complaints.

Customer satisfaction had been declining over the last 18 months and several complaints had been made about slow service. Our client had put some actions in place but had seen no improvement. We suggested that an anonymous employee survey would help them to identify the problem areas and the best solutions.We designed and rolled out an employee survey achieving a healthy 77% response. The survey feedback showed that while people had a real passion for both their clients and their jobs, they lacked confidence in their managers.Responses indicated a lack of understanding about what the organisation was trying to achieve, unhealthy competition between departments and significant concerns about job security. 25% of people indicated they were considering leaving in the next 12 months. That level of turnover would create significant operational difficulties and cost to the organisation.

We recommended, through a series of sessions the Senior Management Team (SMT) feedback the survey findings to employees. The sessions were designed to encourage open discussion about peoples’ feelings and concerns and to involve people in identifying the solutions. Actions focused initially on building confidence about the future of the organisation and in the SMT. A follow up survey 12 months later showed people’s trust in the SMT had grown, employee turnover was half what had been predicted and customer complaints had dropped by more than 50%.

   Are your people wowing your customers?