Friday 23 February 2018

Only a third of employees would recommend workplace to others

Clare Kavanagh, managing director of W5 Marketing
Clare Kavanagh, managing director of W5 Marketing

Simon Rowe

Just one in three employees would recommend their organisation as a place to work, according to new research.

And nearly two-thirds of Irish workers do not think their suggestions on how to improve their firm are welcomed by bosses.

The findings are revealed in a survey by Dublin-based agency W5 Marketing, which asked workers to rate their employers on how they deal with customers and staff.

Less than one-in-four employees agreed that their efforts to deliver a great customer experience were recognised or celebrated in their organisation.

While nearly two-thirds of employees (61pc) said their organisation collects feedback from customers, just one-third said that this feedback was ever effectively communicated through their organisations.

Another bugbear of Irish workers is a perceived lack of workplace collaboration between staff and senior staff. Only 37pc of survey respondents felt that employees were consulted across departments to benefit customers.

On almost all measures, companies with fewer than nine employees showed higher engagement.

"Employees in Ireland are clearly aware of the importance of customer experience and want to be more involved and engaged in delivering better customer experiences," said Clare Kavanagh, managing director of W5 Marketing.

"Employers have a lot to gain from putting the right measures in place to drive this, starting with making it easier for employees at every level to understand and contribute to a customer experience management programme," she added.

Most employees quizzed in the survey agreed that a positive customer experience is a primary goal of their organisation.

But a culture of customer experience may not be permeating all levels within organisations, they admitted.

Sunday Indo Business

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