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Customer Survey Solutions for Performance

This company is having issues with employee performance and motivation. To address this, the document recommends conducting a customer survey to measure satisfaction. The survey should include a customer effort score, where customers rate how easy employees made the experience. It also recommends using a rating scale to measure satisfaction levels, from "not at all satisfied" to "very satisfied". Collecting this feedback will help the company understand employee performance and how to fairly distribute incentives to improve motivation.

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11 views2 pages

Customer Survey Solutions for Performance

This company is having issues with employee performance and motivation. To address this, the document recommends conducting a customer survey to measure satisfaction. The survey should include a customer effort score, where customers rate how easy employees made the experience. It also recommends using a rating scale to measure satisfaction levels, from "not at all satisfied" to "very satisfied". Collecting this feedback will help the company understand employee performance and how to fairly distribute incentives to improve motivation.

Uploaded by

bellah
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

SOLUTION ON PERFORMANCE MEASURE : CUSTOMER SURVEY

This company has problem with their performance. Mr. Gonzales found that the
incentive that he implements toward his employees was not considered to be effective at
motivating behaviour. The suggestion solution for this problem is by doing the customer
survey. Customer survey is a method to identify the level of satisfaction with an existing
product, and to discover their express and hidden needs and expectations for new or
proposed product(s). It is important to know the customer thought because customer will be
the most important determinant of company’s success. Here are some of the customer
satisfaction key performance indicator (KPI) that can solve the problem related with
performance measure. First, The Customer Effort Score. Customer Effort Score (CES) is a
sort of customer satisfaction metric that evaluate the ease of an experience with a company
by asking customers, on a five-point scale of "Very Difficult" to "Very Easy," how much effort
was required on the part of the customer to use the product or service and about the
employee’s behaviour toward them. CES’s also evaluate how likely customer are to continue
using and paying for company product or service. By this method, company will know how
their employee’s doing their works and their performance. Mr. Gonzales can implement this
method by asking their customer about his staff and how the staff behaviour towards the
transaction between them. Thus, Mr. Gonzales can be more easy on how to give the
company employee’s incentive based on their performance and can reward the employee’s
who get the most favourable performance.

Next, Rating and Ranking Levels of Satisfaction in the customer survey. The percent
of customers who rate their experience with company product’s as “extremely” or “very”
satisfied is another good barometer for business’s performance. If a company can determine
why their customer are so satisfied, they can apply those lessons to more of their customer
base. Mr. Gonzales can use this during the customer survey. For example, put a possible
scale such as “Not at all Satisfied,” “Partly Satisfied,” “Satisfied,” “More than Satisfied,” “Very
Satisfied,” numbering 1 to 5 as an interval scale. By doing this, Mr. Gonzales will be more
understand about the levels of satisfaction and how a respondent will rate it can ensure
more accurate satisfaction survey results. This rating can give more information and data for
Mr. Gonzales to measure the company and employee’s performance. Thus, this rating helps
in identify company employees performance and facilitate to distribute the incentive for
employees fairly.
Reference

1. Susan E. DeFranzo (2011, October 3) Customer Satisfaction Surveys: Rating


Scales and Measuring Performance. Retrieved from
[Link]
measuring-performance/
2. Alex Birkett. (2018, December 18) How to Measure Customer Satisfaction in 5
Simple Steps. Retrieved from [Link]
customer-satisfaction

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