Case Study: a leading retailer of homewares achieves higher customer loyalty and employee engagement with Market Force

The impact of employee engagement on customer satisfaction

The customer, a leading retailer of homewares in the UK, partnered with vendor Market Force to understand the crucial link between employee engagement and customer satisfaction. Their challenge was to increase employee loyalty and, by extension, improve their customer Net Promoter Score (NPS) and overall customer engagement levels.

Market Force implemented a solution using their employee engagement and customer satisfaction survey programs, reported through their KnowledgeForce platform. By analyzing the data from both streams, Market Force identified key drivers for improvement and provided actionable insights. The results were significant: a 27% increase in employee likelihood to recommend the company, a 3.5% increase in customer loyalty, and a 13% NPS increase when an employee interacted with a customer. Locations that acted on the insights saw dramatic improvements, with the potential to almost triple their number of highly engaged employees.