customer and employee
satisfaction studies

In business and industry, both employee and customer satisfaction matter in a company’s profit. Understanding employees’ attitudes, beliefs, priorities, and preferences translates into lower turnover rates and higher productivity on the job. Understanding what customers like—and dislike—about your company helps you to improve their experience and build relationships and loyalty.

However, the term “customer” describes more than a person who buys a product or service. All organizations have customers, whether they are external or internal. An external customer can be anyone seeking a product or service from a company, organization, or agency. An internal customer, on the other hand, refers to someone at the same company or organization who depends on a necessary service from another section or division.

Often, employees believe that they “don’t have customers” because they don’t work with the public—it is important to recognize that “customer service” takes on many forms and meanings.

Who Uses This Service?

• Government agencies seeking to improve services.
• Social service agencies seeking to improve service.
• Companies who want to understand customers‛ attitudes and priorities
• Employers who want to improve morale and productivity
• Businesses seeking to improve efficiency, sales, and loyalty