![\"MSPA\"](\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2016\/12\/MSPA.jpg\")
\nThe latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter.<\/p>\n\n
The UK continues to perform relatively well on this measure compared to the rest of Europe, but a fall from 57% to 55% will be a concern for retailers given the close link between high employee engagement, a positive customer experience and a healthy bottom line, says Jill Spencer, Vice President of MSPA Europe.<\/p>\n
For the MSPA survey mystery shoppers visit stores, entertainment and other venues to assess how happy employees appear to be in engaging with each customer, with a possible maximum score of 100.<\/p>\n
MSPA research shows that employee happiness has a high influence on customer experience, and ultimately impacts profits: less engaged employees damage sales. HR and Training Departments understand this, and are now using mystery shopping as a research and improvement tool to measure the relationship between the customer experience and staff happiness, says Jill Spencer.<\/p>\n
The Institute of Customer Service has published further evidence of the importance of happy employees. Data shows that just 11% of customers say they would repurchase from an organisation following a bad experience with an employee, whilst 43% of customers will also actively warn others against using the organisation.<\/p>\n
The good news is that some UK businesses are taking action and bucking the trend. React Surveys – an Elite member of MSPA Europe and contributor to the Net Happiness Score survey in the UK – posted positive results. Strong performance was evident in the research company’s UK Retail sector clients (64%), whilst UK Leisure & Entertainment sector clients saw the best month-on-month improvement, a 43% to 56% increase.<\/p>\n
Nicky Barrell, managing director at React said:<\/p>\n
Clients can map their mystery shopping scores against employee satisfaction data within an on-line reporting portal that we provide. Upbeat and engaged front-line staff are essential for companies that want to improve their bottom line in tough trading conditions.<\/p><\/blockquote>\n
How Net Happiness Score is measured<\/strong><\/p>\n
MSPA member companies across Europe ask their mystery shoppers to assess employee interaction during their visits each quarter on a\u00a0scale of 0 10, to generate a Net Happiness Score.<\/p>\n
Responses 0-6 are regarded as detracting perceptions, 7-8 passive perceptions, and 9-10 percentage of detracting perceptions from the percentage of positive perceptions, the net score of happy employees is calculated. If there are 100% positive perceptions, the score will be 100 and if there are 100% detracting perceptions, the score will -100.<\/p>\n
About the Author<\/strong><\/p>\n
The MSPA<\/a> (Mystery Shopping Providers Association) is the representative Trade Association for companies participating in, or associated with, the Mystery Shopping industry. The Association operates on a stimulate the acceptance, performance, reputation and use of Mystery Shopping services worldwide. React Surveys<\/a> is a provider of mystery shopping services as well as customer experience consultancy and satisfaction surveys.<\/p>\n","protected":false},"excerpt":{"rendered":"
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