Netsurvey's model

Netsurvey's model for the relation between satisfied customers and satisfied employees

Netsurvey's goal is to help you develop your organisation's relations so that they contribute to increased profitability and efficiency. In order for you to be able to get an overarching picture of your relations with your employees and customers easily, a model is a good form of help in explaining how the relationships fit together.

Netsurvey has analysed a number of theories from different researchers on an established model which is both simple and comprehensive. "The Service Profit Chain" which was developed in the 1990's by the researchers Heskett, Sasser and Schlezinger, shows in simple terms the connection between employee relations and customer relations, and in what order they influence profitability and efficiency.  

The thinking behind the Service-Profit Chain model is as follows:

• The majority of companies and organisations strive towards increased profitabilty, turnover and growth. Under the Service Profit Chain model, this is achieved mostly through customers' loyalty, which, in turn, is a direct effect of the customers' satisfaction.
• How satisfied the customer is depends on the service and quality with which he or she is treated by the company.
• The value of the service and quality delivered depends, in turn, on the nature of internal relations within the organisation. With satisfied, loyal and productive employees, the value of the external service and quality increases.

People's attitudes, coupled with profitability, have always been Netsurvey's guiding star in all its development work. Therefore, you have the opportunity with us to get an interesting perspective on customer satisfaction.