Linking customer and employee satisfaction to financial performance

Date of publication: March 17, 2002

Abstract:

This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profitability. The data are collapsed at the business unit level and related using a multivariate statistical technique to depict high-level linkages. Demonstration of statistically significant levels of association will be of interest to those organizations that have customer and employee satisfaction programs.

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