Courtesy: Greg Coleman, Principal / Vice President Strategic Programs of Service Strategies Corporation
When looking at how companies measure employee performance, it’s clear that there is wide variation across the industry in terms of incorporating customer satisfaction into the mix. In past years, we have observed that companies were generally doing a poor job in linking performance to satisfaction. While improvements in this area have been seen recently, many companies are still struggling to enhance their process for linking performance to satisfaction.
One of the key factors required to link satisfaction to employee performance is having sound methods to collect the satisfaction data.
Those companies that are successfully tying satisfaction to performance are doing so for several reasons. The most important ones are mentioned in the ful article.
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