How well do your employees know your customers? Employees sometimes miss exactly which elements of performance customers value most. Our approach ensures these differences come to light.
Knowing differences in perceptions allows you and your employees to address the right issues. Do employees know what you would like to know? Employees with regular customer contact see and hear what actually happens during a service encounter. Information they have may not get up the management chain for a variety of reasons.
RFG Marketing's Research design regularly includes employee surveys designed to learn from them and identify areas where they may need direction. |
What matters to your employees? Like your customers, your employees may not tell you everything. Not only that, turnover is expensive. We have been able to tell our clients which workplace issues are broad-based concerns as opposed to the favorite gripes of only a few. We enhance the employee feedback mechanisms you already have in place. |
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Multicultural Environments
For many, English is not their native tongue. Cultural barriers too are not always obvious. Survey design and administration need special attention under these conditions. When dealing with the multicultural workplace, it is especially important to create an atmosphere where everyone feels secure enough to be candid. When discussing workplace issues, we provide a buffer that allows employees to freely express concerns. This allows you, management, to address problems and strengthen what works. We can help you learn from your employees. What are the key customer service issues and perhaps related workplace issues? |
