Employee Satisfaction

EUCUSA can secure satisfied employees and customers,
and raise your bottom line.

The relationship between employee and customer satisfaction
The most important aspect of employee satisfaction is that it strongly correlates with measured customer satisfaction, which in turn is known to be a main driver for long-term profitability. With EUCUSA surveys (both of associates as well as internal and external customers) and the accompanying methodology it is possible to establish and substantiate this link and use it for strategic improvements. Please refer to our employee surveys and costumer surveys.

Is it possible to be too satisfied?
One often-debated question is the notion of “too satisfied” employees, i.e. co-workers that are so comfortable that it negatively impacts their productivity. One vivid image is that of a hamster running happily in its wheel while delivering little value to the company. The Engagement model applied by EUCUSA that necessitates the delivery of utility both for the individual and the organization is useful in explaining this discrepancy. It is precisely the Engagement measure that counts; individual satisfaction is a prerequisite, but not enough.

Hygiene factors
Another important aspect of employee satisfaction is the distinction from so-called hygiene factors according to Hertzberg’s dual factor theory. While some scholars discount this somewhat dated model, our long experience shows that this concept is a very useful one for directing management’s attention to important strategic areas in the company. These aspects often seem to be satisfactory and of little importance to most of the associates, but they would consider it disastrous if they were to worsen. The EUCUSA Methodology allows the identification and even quantification of these hygiene factors before good performance in these areas actually deteriorates. (It is relatively easy to measure the damage once it has been done.)