The Key To Satisfied Customers? Satisfied Employees

Recent research published by Isolved, an HCM technology provider, has shed light on a connection between an employee’s experience at work and the customer experience they provide. 

90% of respondents in the organization’s third-annual “Voice of the Workforce” study, which surveyed over 1,100 full-time U.S. employees, believe their work experience directly influences the customer experience they provide. This insight suggests a link between employee satisfaction and customer satisfaction. 

The study also revealed that a significant 58% of employees are contemplating exploring new job opportunities, marking an 11% increase year-over-year. Salary emerged as a primary motivator for a job change, with two-thirds of the survey’s respondents stating it as a key factor. This emphasis on compensation resonates throughout the workforce, especially considering that 55% of employees live paycheck-to-paycheck, and 85% have been affected by high inflation — impacting their savings and spending patterns. 

However, the outlook isn’t entirely grim. The study provides valuable insights into avenues businesses can explore to improve the employee experience. Leveraging technology can pave the way for better HR experiences. About 71% of employees expressed a desire for self-service HR capabilities. Addressing common issues like payroll errors and streamlining benefits enrollment through advanced human capital management (HCM) solutions can also greatly improve employee satisfaction. 

An inclusive workplace culture can also play an important role for employee satisfaction. A vast majority, 89% of respondents, felt their employers were inclusive. The absence of inclusivity can deter top talent, with many (20%) stating in the study that they’d not even apply to a company perceived as non-inclusive. 

The study reveals that 70% of employees believe remote workers maintain or even surpass productivity levels. Additionally, 65% reported that such employees remain as engaged, if not more, when granted flexible working conditions. 

Data from Isolved’s survey highlights areas where businesses can prioritize success through improving the relationship between employee and customer experiences. When employees are satisfied in their jobs, the data shows that it will translate over to the customer experience.