Customer surveys are an important tool that are easily linked to employee performance. When customers take the time and effort to complete a survey, these surveys should reflect more than just customer satisfaction. Customer surveys are mulch-faceted. They indicate specific areas of business that require attention, improvement or revision.
Creating a Link to Customer Surveys
A structured employee performance review is based on overall job performance. Customer service is an important part of job performance. This is true in retail, service and product-development businesses. It’s also true for online and offline business.
Customer retention is a major business challenge. The focus on interaction between employees and customers should be part of every newly hired employee’s initial job orientation.
Customer service and links to employee performance reviews should also be included in business policy and procedure manuals distributed to new employees. Prior employee awareness of a business’s policies on customer service sets a business standard. This creates the connection between customer surveys and employee performance in the early stages of employment.
How to Implement Customer Surveys on Employee Performance Reviews
Customer surveys should precede schedules of employee performance reviews. For example, customer surveys accumulated over a specific period of time can project a better picture of employee interaction with customers. This depends on when employee performance reviews are conducted. In some businesses, these reviews are conducted annually. In others, reviews occur only when an individual employee is to receive a proposed salary increase. The collection of customer surveys for this purpose should be consistent and contain specific details, whether positive or negative.
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Extended Use of Customer Surveys to Determine Staff Performance
When using customer surveys for employee performance reviews, it’s incumbent upon business owners to collectively create an overall picture of staff performance. This helps expose problems that occur within teams or project groups. Customer surveys can also be a connection to reinforcement of business practices and policies for management. Unsatisfactory customer surveys associated with employee performance may be an aid to retraining employees to advance their skills related to customer service.
The True Value of Customer Surveys
Regular customer surveys often divulged serious problems with employee performance. The true value of regular customer surveys lies with a more progressive style of customer service that enhances business image. When employees know their performance reviews are also based on their customer relations, they are provided with an opportunity to hone their interactions with customers.
Information credited to OpenTell.com.
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