Customer satisfaction survey - Employee satisfaction survey

Your employees are one of the strategic levers for improving customer satisfaction. It's possible to improve the quality of the service you provide, based on customer expectations, by surveying both your customers and your employees.
But what methodology should be used, and how should the results be analyzed?
Depending on your objectives, there are several possible approaches:

• a customer satisfaction survey lets you know how your customers perceive you
• a mirror survey to find out how employees perceive customer satisfaction
• an employee survey enables you to understand the needs of your employees so that you can better meet your customers' expectations.

What methodology should be applied and how should the results be analyzed?...

Download the presentation of our "Customer satisfaction survey - Employee satisfaction survey" workshop held in September 2013 with feedback from our guest :
Véronique BOLAC - Quality Manager - Groupama