Business Efficiency: Measure Sentiment in the Workplace - dummies

Business Efficiency: Measure Sentiment in the Workplace

By Marina Martin

Sentiment analysis is one of the trickiest metrics to measure, but it has far-reaching implications for business efficiency. If your customers aren’t happy, that’s usually a sign of room for improvement. That improvement may take the form of higher product quality, faster customer response times, quicker shipping, lower prices, or better marketing — or some combination of all of those.

Sentiment goes beyond customers. How do your employees feel about the company? About your HR policies? About how much time they spend in meetings? Happy employees who are proud of the company they work for and who feel respected and taken care of by their employer will consistently give you better service, productivity, and communication.

But on the other hand, if you discover your employees feel like they can do no wrong and that they’re guaranteed to get their next paycheck no matter how much they slack off, that can reveal an entirely separate issue. Think about these questions:

  • What’s your employee retention rate? If employees are constantly abandoning ship, you’re spending time and money hiring and training a constant stream of people — expenses that you can save if you can stop the employment leakage.

  • What are your employees’ biggest grievances with their jobs?

  • How much of a voice do your employees feel they have in company decisions? How much autonomous decision-making authority do your employees have?

  • What percentage of customers is completely satisfied at the close of a support request? How about at the conclusion of an order? How would they rate your pro-activeness in terms of providing them with important information up front, so they don’t have to chase you for it?

  • What’s your repeat order rate among customers?

  • How many customer service complaints are resolved the first time?