how to measure & improve employee satisfaction

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Measure & Improve Employee Satisfaction

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©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

How  to  Measure  &  Improve  Employee  Satisfaction

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Insight  from  our  August  2,  2016  #ICMIchat

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q1:  Do  you  measure  &  report  on  employee  satisfaction?  Why/why  not?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Why  Measure  &  Report  on  Employee  Satisfaction

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q2:  Which  metrics  are  the  best  indicator  of  employee  satisfaction?  

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Employee  Satisfaction  Metrics

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q3:  Is  there  a  difference  between  employee  satisfaction  and  employee  engagement?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Employee  Satisfaction  vs  Employee  Engagement

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q4:  What  are  the  key  drivers  of  employee  satisfaction?  Employee  

Engagement?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Drivers  of  Employee  Satisfaction  &  Engagement

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Drivers  of  Employee  Satisfaction  &  Engagement

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q5:  What  are  good  questions  to  ask  on  an  employee  satisfaction  

survey?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Questions  for  Employee  Surveys

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Questions  for  Employee  Surveys

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q6:  What  are  some  informal  ways  to  collect  employee  satisfaction  

feedback?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Collecting  Informal  Employee  Satisfaction  Feedback

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Q7:  What’s  one  simple  thing  you  can  do  to  improve  employee  satisfaction  on  your  team?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Simple  Ways  to  Improve  Employee  Satisfaction

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Join  us  Next  Time!

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Check  out  our  forum  for  full  recaps  and  future  questions:  http://ubm.io/1RzMpI4