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It is a well proven fact (reported in the Sunday Times top 100 companies every year) that happy employees produce happy customers, leading to a strong financial performance.
So measuring the levels of employee satisfaction and commitment would appear to be an important task. At BiA research we take a slightly different view.
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We believe that the key measure is simply the level of employee engagement – engagement with the core values of the brand and engagement with the customer i.e. is the employee well equipped to deliver the promise to the customer and is this happening?
•To answer this question, requires an integrated approach to employee engagement and how this impacts directly on levels of customer satisfaction.
For total brand consultancy go to www.brandsinaction.co.uk