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Employee safety can influence customer satisfaction

Reward programs deliver a way for businesses to reinforce a culture centered on safety and following proper methods.

When companies spend time and money improving the performance of their workers they may experience rising customer satisfaction. This is true even when the aspects showing improvement don’t have a direct connection to the customers.

A new study by the National Safety Council found that businesses that report fewer accidents typically have higher customer satisfaction. Happy and loyal customers represent a key driver of company growth, providing the repeat sales needed to improve revenue. The study’s findings provide insight into how organizations can lift their performance.

There were a number of factors that determined the higher rate of customer satisfaction among safety-focused groups, according to the study. One key factor was the increased engagement and satisfaction levels among the workers in the groups with low-accident rates. These workers felt safe and supported in their efforts, which spilled over to their interactions with the customers. Businesses could use employee reward programs to show their commitment to safety. Acknowledging those who have helped reduce workplace accidents or rewarding teams for reaching certain milestones without an incident can reinforce the importance of safety.

“In an organization with a positive safety climate, where safety does not take a backseat to productivity, employees are likely to believe they have permission to do things right,” the study stated. “Doing things right is a permeating value in a work unit that is likely to reach into several domains of work behavior, some of which influence the quality of work.”

Reward programs deliver a way for businesses to reinforce a culture centered on safety and following proper methods. This can have a number of benefits for organizations beyond customer satisfaction, and can include aspects that directly influence customer opinion, like product quality, response to service problems and billing.

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