During the course of the Coronavirus pandemic, many companies have gone the extra mile to show their commitment to doing good. From discounted services to using production capabilities for masks and cleaning supplies, some companies were able to truly shine and will be remembered by consumers for years to come.
Though helping customers and the community during this time is commendable, some companies also took extra steps to ensure the health of their employees as well. Not only was this the right thing to do for moral reasons, but there are actually financial incentives to prioritizing employee health as well. 2019 studies from Glassdoor and the Journal of the Academy of Marketing Science found a strong link between reported employee happiness and overall customer satisfaction.
A quote excerpt from the Glassdoor study reads “To study this employee and customer satisfaction connection, we joined together two data sources: Glassdoor employee reviews and ratings from the American Customer Satisfaction Index (ACSI), which records the opinions of 300,000 U.S. customers on products and services. We looked at 293 large employers spanning 13 industries, including their average overall Glassdoor rating (on a scale of one to five) and ACSI score (on a scale of zero to 100) annually from 2008 to 2018. Using a standard panel model, we estimated the impact of the former on the latter, after carefully controlling for employer, year, and industry.
We found that each one-star improvement in a company’s Glassdoor rating corresponds to a 1.3-point out of 100 improvement in customer satisfaction scores — a statistically significant impact, which was more than twice as large in industries where employees interact closely and frequently with customers.”
These studies clearly demonstrate the connection between happy employees and good customer experience.Take a look at the visual guide from Chattermill below to learn how these 10 companies supported their customers, employees, and their local communities during the pandemic and encouraged positive customer satisfaction in the same breath: