Customers & Employees: A View Into Cause and Effect

Customers & Employees: A View Into Cause and Effect
January 15, 2018 James

The Problem

It is nearly impossible, without some serious data ninja skills, to successfully poll and analyze both your employees and your customers to gain insight into their experiences of each other as well as your product or service. Even if you could, repeating the process over time to uncover cause and effect would be both costly and challenging – that is until now.

For example, you own a small business with many employees and serve thousands of customers. How might you be able to quickly identify a problem in one department which is also having a negative impact on your customer’s experience? Insight from both sides could help you quickly hone in on the core issue(s) enabling you to quickly address and stop the negative impact both internally and externally.

And given the high cost of employee turnover, it is extremely important to address any friction. Fast.

The Solution

The Rally solution helped a company uncover a cause and effect that might have taken too long to uncover eroding client and employee satisfaction. It turns out an overworked accounting department was continually missing billing dates which in turn caused customers to process invoices late. The net effect was a higher than average days payable and cash flow concerns for the owner and irritated customers who would otherwise be pretty happy.

A simple fix can often make all the difference.

Conclusion

By allowing employees and customers to provide feedback with ease and confidentiality through the same tool to answer questions, complete forms, take surveys and give impromptu feedback, a business owner can now have a unified view into every person they serve. A simple yet unified picture of what customers and employees think, feel, and want can make crucial decisions that much clearer.


The Rally platform empowers business owners and managers to capture customer and employee suggestions and concerns confidentially before they feel the need to take them public. And with the added benefit of combining results from both groups, managers can get a unified view of what is working and what can be improved.