How well people work is a direct result of why they work. Motivated employees tend to produce happier customers. And company culture plays a major role. Lindsay McGregor and Neel Doshi measured employee motivation on a scale from -100 to 100, and assessed how different elements affected that score.
For example, poorly designed roles can decrease motivation by as much as 40 points, while excellent role design can increase the score by almost 50. Other pivotal elements related to job satisfaction and having a sense of purpose. The more quantitative factors like compensation and performance reviews—although traditionally thought of as big sources of motivation—actually turned out to be less important.
How does this translate into tangible results? McGregor and Doshi plotted companies’ engagement scores against customer satisfaction ratings, and found that businesses with strong company cultures were more likely to have more satisfied customers.
Just looking at the airline industry, the airlines with the highest Total Satisfaction scores also received the highest customer satisfaction ratings. They found similar results in other industries. In other words, it’s worth it to invest in an inspirational company culture.