How does employee engagement impact customer satisfaction

If you’re offering top-notch products or services but still not seeing customer satisfaction levels where you want them, it’s time to look inward at your team.


If you’re offering top-notch products or services but still not seeing customer satisfaction levels where you want them, it’s time to look inward at your team.

Employee engagement and customer satisfaction go hand in hand.

This connection is what drives business success, but is often overlooked.

Let’s explore the correlation between employee engagement and customer satisfaction and understand the reasons why nurturing your team can be your greatest strategy for winning over your customers.

What is the correlation between employee engagement and customer satisfaction?

Understanding the link between employee engagement and customer satisfaction is vital for businesses to thrive in today’s competitive market.

You know how every business is always trying to keep its customers happy, right? Well, it turns out, the engagement of your employees is a big piece of that puzzle.

Let’s consider that you have a project manager who has built a strong rapport with some of your high-ticket clients.

This manager is not just overseeing projects but also building relationships. Now imagine if they leave because they don’t feel valued or engaged at work.

Don’t you think it will affect your clientele? If not all, you’ll probably lose some clients because that personal touch, that extra bit of sparkle, that your employee brought, is gone with them.

To explain the correlation between employee engagement and customer satisfaction, the Institute of Customer Service conducted research that found that a one-point increase in employee engagement is likely to result in a 0.41-point increase in customer satisfaction.

That might not sound like a lot, but in the grand scheme of things, it’s huge.

It means that making sure your team is engaged and feeling good about their work isn’t just nice to have. Instead, it’s essential to keep your customers satisfied and coming back for more.

employee engagement and customer satisfaction

5 reasons why employee engagement and customer experience go hand in hand

Following are the reasons why one impacts the other:

Enhanced customer service

Engaged Employees = Better Customer Service = Satisfied Customers.

This formula is the backbone of having a healthy and profitable workplace.

If you have employees who are genuinely invested in their jobs, they are more likely to go the extra mile for a customer, which can turn a routine interaction into an exceptional experience.

On the flip side, an unengaged customer service rep might just want to get it over with, which can lead to missed opportunities and potentially lost customers.

Timothy R. Clark, CEO of LeaderFactor, hits the nail on the head with his quote:

Highly engaged employees make the customer experience. Disengaged employees break it.

This shows that It’s all about employee engagement and customer experience.

When your team is enthusiastic and committed, they’re more likely to go above and beyond even if it means more effort on their part.

The passion engaged employees bring can be contagious, often translating into a positive, lasting impression on the customer. This as a result builds loyalty and drives repeat business.

Increased employee morale and productivity

Did you know that employee engagement leads to 22% higher profitability and 21% higher productivity?

That’s how powerful of a role employee engagement plays in transforming the workplace.

When employees are engaged, they do not just work for you, but they also contribute with a sense of purpose and enthusiasm.

This positive energy is infectious and spills over into every aspect of their work, including how they interact with customers.

Let’s understand the customer experience and employee engagement connection with an example.

Imagine you have a hotel where the housekeeping staff is highly engaged and motivated.

In such a case, your employees will not just clean rooms for the sake of doing it, but rather with a drive to create a welcoming environment for the guests.

Say polished surface, impeccably made bed and whatnot.

The guests will then notice these details, and it will shape their perception of your hotel, leading to higher satisfaction and repeat visits.

Improved brand reputation

Ever wondered why brands like Meta, Amazon, Apple, Netflix, and Google not only attract top talent but also have a loyal customer base?

It’s largely due to the culture they’ve cultivated and the way they treat their employees, which in turn reflects in the customer experience they provide.

This synergy between employee and customer engagement plays a vital role in shaping a company’s brand reputation.

When employees feel valued and are engaged, they naturally become advocates for the company.

Their positive outlook and satisfaction with their workplace get communicated in subtle ways to customers. This authenticity can’t be replicated through marketing alone.

Similarly, when customers have exceptional experiences, they become brand ambassadors, sharing their positive interactions and reinforcing the brand’s reputation.

The impact of this dual advocacy is significant. It creates a ripple effect, where positive employee experiences translate into positive customer experiences, and vice versa, each reinforcing the other. This is what sets successful companies apart.

This is how you can transcend beyond a business, and become a brand that people trust and advocate for.

Higher retention rates of customers and employees

Having customers is good, but having repeat customers is what really makes a business thrive.

You might wonder, how do engaged employees contribute to higher customer retention?

The answer lies in the connections they build with the customers.

When employees are engaged, they interact with customers in a way that’s not just transactional but personal.

This personal touch is what makes customers feel valued and understood.

Engaged employees are more likely to understand and anticipate customer needs, and consequently, deliver service that goes beyond the basic requirements.

This level of service fosters a sense of loyalty and trust among customers, making them more likely to return.

Moreover, when your employees are happy and committed, they tend to stick around longer. And the longer you retain these kinds of employees, the longer you will have repeat customers.

In short, employee engagement’s impact on customer satisfaction is massive. It is a key driver in creating a loyal customer base that sees value in not just what you offer, but how you offer it.

Effective team collaboration and increased sales

When it comes to customer and employee engagement, there’s a powerful synergy that drives both team collaboration and sales.

Engaged employees don’t just blend in and collaborate with each other. They create an environment where ideas flourish and innovation thrives.

This increases employee engagement and satisfaction and directly impacts the company’s approach to customer service.

And when the customer service is top-notch, it instills buyers’ confidence in your products or services.

This confidence is a key factor in driving sales.

Customers are more inclined to invest in a product or service when they perceive that the company’s employees are genuinely passionate about what they do.

Consider the case of a coffee shop renowned for its baristas’ expertise and enthusiasm. Customers love to go to this coffee shop over others, not just for the quality of the coffee but for the warmth and knowledge the baristas bring.

When they recommend a specific blend or share the story behind a particular roast, their passion is evident.

This genuine interest and enthusiasm create loyal customers who return not only for the coffee but for the unique experience that these engaged employees provide.

Thus, by nurturing an engaged workforce, you’re not only enhancing internal collaboration but also directly impacting your bottom line through increased sales and customer loyalty.

Want to measure employee engagement? Use Formaloo!

Looking to keep a pulse on how engaged your employees are? Formaloo is your go-to solution.

It is a no-code platform that makes creating engaging surveys, forms, and quizzes a breeze.

Whether you’re rolling out monthly employee engagement surveys or quick check-ins, Formaloo streamlines the process with easy-to-use drag-and-drop features.

It’s the perfect tool for staying connected with your team’s engagement levels. Sign up for free to get started.

Happy Employees = Happy Customers

The impact of employee engagement on customer satisfaction is undeniable.

This reciprocal relationship between employee engagement and customer satisfaction is a cornerstone for any successful business.

You simply can’t overlook the need for an engaged workforce.

The message is loud and clear:

If you want to make your customers happy, make your employees happy first.

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How does employee engagement impact customer satisfaction