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PEOPLE MANAGEMENT PRACTICES: Displays to Accompany Survey Findings July, 2000 - page 26 / 31

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26 / 31

26

© 2001 Readership Institute

Why Should I Really Care About This People Stuff?

High Levels of Employee Satisfaction & Retention Are Associated with Greater Customer Satisfaction & Retention...

…which create a powerful way to move the needle

1

Extremely

Dissatisfied

2 Somewhat Dissatisfied

3

Slightly Dissatisfied

4 Satisfied

5 Very Satisfied

Customer Satisfaction Measure

100%

80%

60%

40%

20%

Source: Harvard Business School; Heskett, et. al.

Source: RNW Research

48% defected!

Satisfied ≠ Loyal

High

Low

Low

High

Employee Satisfaction & Retention

3.0

4.0

“The Zone of Affection”

“The Royalty of Loyalty”

© 2001 Readership Institute

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