Correlations between the getclosure customer centricity ratings and the latest Job Crystal Happiness Indicator suggest that there is a link between companies rated highly by their employees and the quality of customer service experienced by customers.
Over the past six months, Sanlam and Pick n Pay have made a consistent appearance in the top five rated companies in the getclosure customer centricity ratings, and are also listed in the top five companies to work for in the Job Crystal Happiness Indicator:
The getclosure ratings incorporate three important measures: Did the company respond to the customer’s complaint promptly? Did the business treat the customer’s concerns with courtesy and respect? Is the customer left satisfied with the resolution reached?
Nine out of ten of Pick n Pay’s customers who have used the getclosure service are happy with the outcome of their complaints and with the way their complaints were handled. For Sanlam, nine out of ten of their customers are happy with the outcome of their complaints and every single one is happy with the way their complaints were handled. Both companies also have great track records when it comes to responding to complaints on getclosure promptly.
In the Job Crystal Happiness Indicator, Sanlam and Pick n Pay came in as the second and third best companies to work for respectively, with over two thirds of participating employees voting for them as “excellent to work for”.
These statistics demonstrate that staff satisfaction with the companies they work for and customer retention may well be two sides of the same coin. By adopting a holistic approach to customer service you will in effect be keeping all your stakeholders happy, which is arguably an end in itself.
To get you thinking about ways in which you can implement this strategy, read through our tips on how to effectively deal with and resolve your customers’ complaints. Look out for the next article in this series for suggestions on how to boost staff morale and increase productivity.
Article by: Emma Donovan, Content Manager of www.getclosure.co.za. getclosure is South Africa’s leading independent complaints management and consumer affairs portal. The getclosure service is fast, free and effective for consumers. All suppliers have the opportunity to respond to complaints on the getclosure site, free of charge. getclosure also makes a host of consumer rights news and information available to South Africans.
% employees registered on JobCrystal rating the company “best”/”excellent” to work for
