Employee detachment can act as “a ceiling” for customer satisfaction growth, according to Gallup’s Andy Kemp.
Dive Brief:
- Employees are growing more detached from their work, which can threaten customer satisfaction. Just over one-quarter — 28% — say they are extremely proud of the products or services their organization offers, according to a Gallup survey of nearly 21,000 employees released last month.
- Employee pride has fallen since 2020 when 36% of employees said they were proud of their organization’s products or services. And it’s not just employee pride; more employees are looking for new jobs, indicating a disconnect from employees and their work, said Andy Kemp, research associate at Gallup.
- “It’s an area of concern,” Kemp said. “We’re seeing this employee pride sort of hold us back from everywhere we could be” with customer satisfaction.
Dive Insight:
When employees feel disconnected from their work, that can spell trouble for customer satisfaction.
“For frontline employees, if they’re not really into what they’re doing, if they’re not proud of it, if it’s not something they can show enthusiasm around, that’s obviously going to rub off into their interactions with customers,” Kemp said. “Customers can feel and sense that.”
Despite the decrease in employee pride, customer satisfaction has grown since the pandemic by some measures.
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Source : https://www.hrdive.com/news/employee-detachment-threatens-customer-satisfaction/740842/
