Impact of Employee Experience on customer satisfaction

Abstract

Today Employee experience is gaining much higher attention and has a potential to become same important or even greater as customer experience. This Master Thesis is focusing on understanding of different aspect of Employee Experience and which factors influencing employee satisfaction and how impacting customer satisfactions.The first part of master thesis brings academic view on specific area of employee experience and describe main aspects of human satisfaction, employee engagement subjective well-being, main drivers and methodology used to measure all the mentioned aspects of employee experience.The second part of this document is explaining methodology used by author in his research on employee experience and Net Promoter Score. Author describing surveys used on studied company Atlas Copco and research three main market US, China, and Europe. Employee experience survey has been focused on capturing employee satisfaction across whole employee journey and research different aspects of EX divided into main areas of employee engagement, well-being, culture, leadership, learning and development, and also recruitment and onboarding. Net Promoter score survey has been conducted withing the Atlas Copco customers in different regions and has been focusing on their loyalty and satisfaction with products and services.The third part of author research analyzing the date from both surveys and looking into existing relations between different areas of employee experience connected to customer satisfaction. As third variable in this part has been used also consolidated operational and financial metrics from three main market and analyze relations between EX, NPS and financial outcome.Result of this master thesis shows that there are existing strong statistically significant relations between employee experience and customer satisfaction and confirms main hypothesis, that positive employee experience bringing higher customer satisfaction and generating repeating business, no matter on region, ethnic, religion or gender.