DecisionWise Uncovers Strong Correlation between Employee Engagement and Customer Satisfaction


Provo, Utah, USA — January 18, 2013

Highly engaged restaurant employees far out-perform their peers in other restaurants when it comes to guest satisfaction. As customer-centric companies are searching for ways to improve the quality of service offered by their client-facing employees, recent research completed by management consulting firm DecisionWise, Inc. reveals an overwhelming positive correlation between customer satisfaction and employee engagement.

While working with U.S. restaurant chains to measure and improve levels of company-wide employee engagement, DecisionWise quantified the impact on customer or guest perceptions. Over a one-year period, locations ranking in the top 10 percent in the company for levels of employee engagement experienced nearly 3X higher guest satisfaction ratings. Conversely, locations with employee engagement scores in the bottom 10 percent or lower experienced stagnant customer satisfaction ratings.

Further findings show that those locations that experienced the greatest gains in employee engagement had nearly 4X growth in customer satisfaction scores.

A strongly correlated relationship between customer satisfaction and employee engagement directly relates to the profitability and long-term viability of a customer-centric company. DecisionWise Director of Consulting Services, Dr. Paul Warner led the research on this project. He stated, “The current restaurant environment is a competitive playing field where winning the hearts and minds of customers is the key indicator of success. Because so many employees in these types of companies have direct contact with customers, an engaged workforce is critical to creating a strong customer base and increasing market share. It is not surprising that those restaurants with the most engaged staff members also have created a better experience for their guests.”

DecisionWise, Inc. is a management consulting firm specializing in leadership and organization development using assessments, feedback, coaching, and training. DecisionWise services include employee engagement surveys, 360-degree feedback, leadership coaching, and organization development. DecisionWise was founded in 1996, is privately owned, and operates in over 60 countries.

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