Consumer and Employee Satisfaction Broadly Recognized as Important Dimensions in Aging Care

Regardless of the approach, be it employee satisfaction surveys, focus groups or informal feedback systems; employee research is a fundamental input to organizational development and change. 

Consumer satisfaction and employee satisfaction are intricately interwoven and positively correlated; research has demonstrated that employees have the greatest single impact on customer service.  In the eyes of the customer, the employee with whom they interact directly is the “face” of the organization and heavily influences how they the consumer feels about the organization.

The behavior demonstrated by employees in the presence of consumers can lead the consumer to draw conclusions about the service of the organization.  Positive employees suggest a positive care and service experience - conversely, negative employees who speak of poor working conditions may result in the consumer assuming that the care and services are also poor.

PCT roots are planted within organizational life in an effort to bear fruit for those being served by the organization.  In what ways are you planting the seeds of PCT within your organizational structures and systems?  In what ways do you listen to the voice of the employees to intentionally shape the organization's culture?