FINDLAY, Ohio – Corporate Research International (CRI), a leader in mystery shopping and customer response surveys, has recently expanded on their existing employee survey applications to now include hard-copy surveys. This “new” survey product option helps businesses evaluate employees’ expectations and satisfaction levels. The program captures anonymous employee feedback that can be used in improving internal best practices in job effectiveness, employee satisfaction, workforce retention and customer service. CRI developed the program as client needs for an internal evaluation tool increased. One national supermarket chain has found these surveys result in more positive relationships between associates and their managers. Employees are given an opportunity to express feedback and comments on management through the surveys, improving the work atmosphere and giving employees a voice. “Businesses work hard to ensure their customer satisfaction is top notch,” said Mike Mallett, president of Corporate Research International. “But excellent customer service begins with the employees. Numerous studies indicate that providing an outlet for employees to communicate their feelings and opinions reduces overall stress and enhances the company’s culture and environment. Making sure employees feel valued and happy in their jobs makes a significant difference in how they treat customers,” Mallett added. The survey provides businesses with the following benefits: - Improves customer service by providing insight into service challenges and opportunities from the employees’ perspective.
- Increases productivity and effectiveness by determining and refining job expectations across levels of employees.
- Boosts morale and raises retention rates by determining what employees expect and value from their employer.
Addressing common complaints that most employee surveys are cumbersome and inflexible, particularly with large workforces, CRI developed a format in which questions can be revised based on changing business needs and initiatives. Delivery mechanisms also can be adapted according to workforce location characteristics such as satellite offices or associates who may work predominately offsite. One client, for example, distributes the survey via e-mail to corporate employees and provides paper-based versions to store employees who don’t have corporate e-mail addresses. Results of the survey are uploaded to a customized, Web-based application where data can be viewed and sorted according to management needs. |
