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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