Great weather means it’s prime time for travel, but is the travel industry showing hospitality to its customers and its employees?
On a recent trip, I decided to economize by staying at a budget-friendly hotel. I had no illusions about how it would compare to premium hotels I’d stayed in, but the place fell short of even my low expectations.
I checked in, collected my access card from a grouchy clerk, and made my way to my room. Opening the door, I found a faint smell, ants in the bathtub, and (a later realization) bugs in the bedspread.
The sulky duty manager grudgingly agreed to send in the housekeeping team in the morning.
Imagine my surprise when I received an email from the hotel the next morning asking that critical NPS question: “How likely are you to recommend us?” Seriously? I decided to hold off on responding.
Instead, over the next few days, I engaged the junior staff in conversation. They all had something to say about their experience there: low pay, exploitative hours, racial bias, etc. The problem seemed to be that the hotel had no formal channel through which to listen to employee issues, let alone engage with or resolve the problems.
Consequently, every interaction with these unhappy staff members nudged guests to give a lower Net Promoter Score.
Employee Engagement: The Silver Bullet?
Because of the work we do at Sogolytics, I’m very aware of the connection between employee engagement and customer satisfaction. Across industries, our clients are looking for answers that will allow them to grow their businesses. While the variables differ, there’s one consistent element that always has an impact: happier employees lead to happier customers.
Sure, not every employee loves their job every day, and there’s no silver bullet that will solve every issue. Still, opening up communication channels and listening closely are critical steps in uncovering employees’ concerns. Making improvements requires attention, engagement, and flexibility. Sometimes feedback reflects a “known issue” and sometimes unexpected data points are uncovered. The more data, the better.
Customer Satisfaction: It’s a Commitment
Consider my hotel experience. If the staff members I encountered felt valued and empowered, how different would my stay have been? If the management had prioritized the employee experience, what would have been the impact on customer experience?
Sogolytics helps our clients collect employee data, then analyze results to identify real opportunities for improvement that impact employees and customers. It’s your data, and it’s up to you to take action. The same is true for customer experience metrics, from NPS (Net Promoter Score) to CSAT (Customer Satisfaction) and beyond. Whatever the diagnosis, it’s not a cure — and it’s not a one-time conversation. Instead, real employee engagement and customer satisfaction require a sustained commitment — a feedback lifestyle.
Ready to get started on your employee engagement journey? Let’s connect!
