Linking Customer Experience with Service Employee Engagement

In this white paper, ISS performed a series of regression analyses for their data, and subsequent research has revealed important new knowledge regarding the factors that drive service employee engagement and customer experience. By exploring which questions – and thereby drivers – in the surveys predict the highest level of customer experience, ISS was able to identify focus areas on how to successfully build long-term relationships. Employee engagement correlates strongly with customer experience: The more engaged the service employees, the more likely it is that customers will be satisfied with the service provided.