Retention and Customer Satisfaction

Retention and Customer Satisfaction - Compensation &...

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http://cbr.sagepub.com/ http://cbr.sagepub.com/content/33/3/27 The online version of this article can be found at: DOI: 10.1177/08863680122098388 2001 33: 27 Thomas F. Casey and Karen Warlin Retention and Customer Satisfaction Published by: http://www.sagepublications.com can be found at: Additional services and information for http://cbr.sagepub.com/cgi/alerts Email Alerts: http://cbr.sagepub.com/subscriptions Subscriptions: http://www.sagepub.com/journalsReprints.nav Reprints: http://www.sagepub.com/journalsPermissions.nav Permissions: at University of Bedfordshire on April 9, 2011 cbr.sagepub.com Downloaded from
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societal demands on almost every aspect of our lives, even today’s employers find that they cannot just rely on keeping customers satisfied. In fact, many have to please two sets of customers. The first is the traditional consumer looking to buy a product or ser- vice from a vendor that offers quality goods at a decent price. The second, perhaps surprisingly, is the employee who provides the product or service. Recent research conducted by Unifi Network, a division of Pricewaterhouse- Coopers, indicates that consumers’ perceptions of how successful an employer is at retaining his employees have a direct bearing on overall cus- tomer satisfaction with the employer’s product or service. Customer Satisfaction Affected by Employee Retention— A Unifi Network Study In the third quarter 2000, Unifi Network commis- sioned Roper Starch Worldwide to examine the links between employee retention and customer satisfaction within six targeted industries: Banking Investment management Personal computer (PC) Retail Telecommunications More than 3,000 interviews were conducted on- line via Roper Starch Worldwide’s partnership in AOL’s Opinion Place. Respondents in the bank- ing, retail, telecommunications and investment management industries had service experiences with those industries within six months of being polled. Personal computer and property and ca- sualty industry respondents had contact with the computer manufacturer or insurance representa- tive within one year of the survey. The interview process generated an average of 500 responses related to each industry. Respon- dents used a 10-point scale to rank their satisfac- tion with each service provider in terms of their products and/or services. A score of 10 represents the highest degree of satisfaction, and 1 indicates the lowest. Ratings of 9 and 10 are considered high Compensation RETENTION I Retention and Customer Satisfaction Thomas F. Casey Partner, Talent Management Practice Unifi Network Karen Warlin Senior Consultant, HR Innovations Unit and Talent Management Practice Unifi Network A company’s ability to keep good employees has a direct impact on customer satisfaction. © 2001 Sage Publications
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Retention and Customer Satisfaction - Compensation &...

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