To keep business booming, firms need to focus on employee well-being
, is to treat your own employees well. Glassdoor, a website which lets workers assess employers, looked back over the records of 293 companies across 13 industries between 2008 and 2018. It then studied the link between employee satisfaction, based on its own ratings, and the American Customer Satisfaction Index, a benchmark gauge of shoppers’ sentiment.
A one-point improvement in Glassdoor’s employee-satisfaction rating translated into a statistically significant 1.3-point increase in customer satisfaction . As might be expected, the link was strongest in industries where workers have the most direct contact with customers, such as retail, restaurants and tourism. In such trades, a one-point gain in employee satisfaction raised that of customers by 3.2 points .
More pertinent to bosses, Glassdoor also cites a study showing that higher customer satisfaction leads to higher market value. So here is a tip for chief executives: be nice to the front-line staff and your bonus might be bigger.
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