Happy employees may improve customer satisfaction

Thursday, 02 June 2011 16:00

News - Employee Wellness

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When a retail worker is satisfied with their job, given the proper tools and resources, and feels as though they have a stake in the company, the customers they serve tend to be more satisfied, according to a new study conducted by researchers at the University of Missouri.

Authors of the study noted that while employers often recognize customer satisfaction as an important component of a successful business, many neglect the fact that the happiness of their employees could impact that of their consumers.

"The link between customer satisfaction and customer loyalty is almost twice as strong when you have high employee satisfaction compared to when they are not satisfied with their jobs," said co-author Robert J. Trulaske.

The researchers said that owners of retail businesses may want to consider training and empowering employees so that they can provide tailored service. Additionally, hiring motivated managers and fostering a positive work environment may help to reduce workplace stress and improve employee performance.

Employee wellness programs have also been shown to be successful in improving the health and well-being of a staff.