In our latest research paper – Linking Customer Experience with Service Employee Engagement, we describe how important service employee engagement is for successful outsourcing relationships and conclude that service employee engagement drives higher customer satisfaction. But what are the key KPIs facility managers need to monitor in order to see and understand important patterns in employee engagement and customer experience?
Our latest research shows that providing focus and additional efforts in engaging both service employees and customers will, at some point, be financially valuable to a particular service provider. Correspondingly, our study has found that if the employees and customers report a high level of satisfaction, then the organizational unit will have significantly higher margins than if either of the two scores are low.
Therefore it is in the facility manager’s best interest to understand the level of engagement among his employees. Are the employees happy and engaged or are they disengaged and disillusioned about management or other aspects of their employment? All of these employer and workplace perceptions will have a direct effect on the quality of service.
KPIs a manager should monitor
To create clarity about employee engagement, it is recommended to consistently monitor these service employee metrics:
- Employee engagement (eNPS or equivalent measures)
- Churn rate (employee retention)
- Absenteeism (sick days)
- Educational/ training days (on-site and off-site)
The NPS (Net Promoter Score) is important for understanding the strength of the employee/employer relationship based on the willingness to recommend. Employee churn rates on the other hand, which reveal how many employees have resigned, are a clear sign of employee satisfaction – the less satisfied the employees, the higher the churn rate. Third, absenteeism can help to understand the state of the employees. Namely, if absenteeism is high, it is usually a clear indication that something is wrong.
Finally, there is no doubt that training is an important part of the overall employee development and professionalisation. Not all training needs to be off-site courses but can naturally also comprise small on-the-job training programmes of just a few hours.
To ensure employee engagement and great customer experiences, we recommend facility managers to measure these employee metrics on a continuous basis and use them as an early warning system of future customer experiences.
Want to know more about how employee engagement and customer experiences interlink? Read the complete study in our our new White paper – Service Management 3.0: Linking Employee and Customer Engagement or learn about the 9 ways to improve employee engagement.
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