Employee research
Employees are an in-house expert source on how well an organisation can (and does) serve its customers. CTMA’s employee research programmes help organisations identify internal sources of dissatisfaction that can, in turn, lead to barriers for effective customer service, customer dissatisfaction, reduced productivity and higher employee turnover.
Employee baseline research
Employee baseline of customer service
CTMA's employee baseline of customer
service focuses on the overall relationship between staff-experience
delivering service, and loyalty. Its purpose is to identify
problems encountered by staff when delivering service to customers, what
staff do when they encounter such problems and how well the company
responds to staff when they seek assistance.
Baseline of employee satisfaction
CTMA's baseline of employee satisfaction
examines the relationship between employee satisfaction and loyalty to
the company. Its purpose is to identify sources of employee
dissatisfaction, discover what they do when they encounter problems and
concerns with their employer and how well the company responds to
employees who have problems or concerns.
Ongoing satisfaction tracking
Employee satisfaction tracking programmes
Once a baseline has been established,
employee satisfaction tracking programmes can help monitor the
performance of individual employee or customer processes, the
effectiveness of improvement initiatives and provide an ongoing measure
of employee satisfaction and loyalty. Employee satisfaction
tracking programmes can also provide an early indication of problems
that would otherwise not be detected until after they have impacted
customers.
