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SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Explore core features and advanced tools in one powerful platform.

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Integrate with 100+ apps and plug-ins to get more done.

Purpose-built solutions for all of your market research needs.

Create better surveys and spot insights quickly with built-in AI.

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Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

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Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

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How employee engagement can improve the customer experience

Increase employee engagement to keep customers happy

You may work hard to keep your customers happy by collecting feedback at many customer touchpoints—and making improvements accordingly. But managing customer satisfaction externally is only part of the equation. What about the employees who serve your customers? How do your organization’s internal dynamics affect the overall customer experience?

Numerous studies have shown that a dissatisfied employee is unlikely to provide good customer service or pass vital customer feedback up the chain. If employees aren’t engaged with their jobs, they probably are not representing your organization well. And this can poison your customer relationships—and the overall customer experience.

In fact, employee disengagement is a bigger problem than most employers realize. One Gallup study found that 70% of American workers are either not engaged or actively disengaged with their jobs. Disengagement is a complex issue and can stem from many sources, such as an unclear career path, poor professional relationships or an unpleasant work environment.

It’s up to you to address these problems and provide employees with the morale and motivation they need to offer customers the best experience. Here’s how.

But rewarding employees is only part of keeping employees engaged. Even if you hand out gift cards every quarter, that may not be enough to motivate employees. It’s a good idea to use employee engagement surveys to find out what employees think of their jobs and your organization in general. But in order to get useful responses, you need to ask the right questions. Here are some employee survey examples to get started:

Once you collect general employee feedback, you need to figure out why employees feel (or don’t feel) motivated and engaged. Ask your employees to weigh in on specific workplace issues with human resources surveys that address issues like:

  • Career development
  • Relationships with management
  • Employee benefits
  • Work environment
  • Work-life balance

And, if you do happen to lose an employee or two, make sure they fill out an employee exit survey so you can collect invaluable feedback on what may be causing employees to look elsewhere for employment.

So what do you do if you find employees aren’t motivated? Show employees you appreciate their hard work–and reward them for their efforts—by incentivizing excellent work. You can achieve this by identifying all-star employees and awarding them publicly with a desirable prize, such as a bonus or a gift card. Whether you establish regular quarterly goals or reward one-off achievements, keep your employees motivated and engaged so they’re proud of (and invested in) your organization. In turn, they’ll treat your customers with the care they deserve.

Even though employee engagement is complex and has many factors, get a head start on keeping employees happy by asking them how they feel. Because when you collect employee feedback that will direct improvements internally, your organization will shine on the outside. Improved employee satisfaction and customer service? It’s a win-win.

Lächelnder Mitarbeiter in der Personalabteilung hält ein Blatt Papier in der Hand und nimmt einen Videoanruf auf seinem Laptop entgegen

HR leaders can use this toolkit to help drive exceptional employee experiences.

Ein Mann und eine Frau sehen sich einen Artikel auf ihrem Laptop an und schreiben dabei Informationen auf Notizzettel

Encourage self-reflection and accountability with our employee self-evaluation form template. Start now to improve your performance review process!

Lachender Mann mit Brille vor einem Laptop

Hire top talent, speed up the onboarding process and manage your workforce with a custom employment form. Start creating forms today with our employment form builder and templates.

Frau sieht sich Informationen auf ihrem Laptop an

Unlock the power of feedback with SurveyMonkey's online evaluation forms. Start with our form builder today!