Success in a service-oriented economy demands more than product quality. It also demands that you see to it that your customers are completely satisfied with the experience they have with your employees. Your employees should be focused on delivering the high quality of service necessary to achieve complete customer satisfaction. In service companies, employees are the common thread underlying all facets of your organization’s success. Whether it is creating new products or services, working behind the scenes in company operations or serving as the contact point for the customer, all employees are linked to those who use your products and services. If any part of this chain fails to provide the service or support necessary to attract and retain clients, the organization can lose effectiveness and viability. The good news is that the power to make organizational improvements is in your control, and most often all you need is a little guidance.

One of the way to enhance employee customer orientation and customer satisfaction is through information obtained in organizational surveys. Companies are increasingly recognizing the potential of surveys as a powerful tool to help them make strides in these areas. Stanard creates surveys that provide management with objective information about how employees feel about their work environment and that pinpoint how an organization’s customers feel about its products and services. Through the use of linkage analysis, we can analyze information from employees and customers to identify which employee attitudes are most related to customer satisfaction. In today’s competitive marketplace, this information is invaluable in helping an organization orient its employees to the expectations and requirements of its customers. This can create a sense of customer loyalty that enables a company to reap the benefits of repeat business and increase its customer base.

The information obtained from employees and customer surveys is undeniably beneficial in and of itself. However, more and more companies are making a greater effort to use surveys to realize their strategic objectives. Managers are starting to understand how employees attitudes relate to customer loyalty.

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