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Using customer feedback as a measure of employee performance

Applying call center incentives as part of the feedback process can encourage employees to improve their interactions with customers.

Improving employee performance can be challenging for any organization, as there are a number of difficult factors to consider, including measurement considerations. Business 2 Community reports that customer satisfaction is a good indicator of the overall level of competency among the workforce.

The source notes that asking for feedback from those directly impacted by the efficiency and professionalism of employees enables companies to gauge how well their staff members are performing. Applying call center incentives as part of the feedback process can encourage employees to improve their interactions with customers. By rewarding those who receive top marks on customer satisfaction, businesses are able to provide clear departmental guidelines for expected performance.

A column for the MetroWest Daily News suggests that creating clear road maps for various departments can help them achieve success. When employees understand the impact their actions have on customer experience, they are better able to meet expectations. Taking the time to recognize exceptional service could help workers see the larger picture.

As companies win more customer loyalty, this could lead to happier, more loyal employees, according to the source. With the right employee incentive programs, companies can generate the regular feedback on staff performance that is needed to improve worker satisfaction.

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