Happy employees = happy customers
For most organizations, one of the most tracked and discussed statistics is their customer satisfaction rate. Poor customer satisfaction, regardless of the cause, can have devastating consequences on a company’s ability to grow and profit — especially with the ubiquitous availability of online rating systems and social media platforms that give an elevated voice to users and consumers who wish to express dissatisfaction. Companies often devote considerable time to increasing customer satisfaction rates, from improving product quality to implementing customer-driven features to refining customer service interactions.
One company with a long track record of high customer satisfaction is Sage Intacct, a leader in cloud financial management software. More than 11,000 customers use Sage Intacct’s cloud-based accounting software products to automate complex processes and surface rich financial and operational insights.
In the Fall 2017 G2 Crowd Accounting Software Grid report, which is designed to help businesses make the best accounting technology buying decisions, Sage Intacct was placed in the Leaders quadrant and achieved the top customer satisfaction score. These results, which are based solely on customer feedback, independently validate the value that Sage Intacct delivers to its customers.
One of the key reasons for Sage Intacct’s success is that its management team learned early in its history that a high rate of employee satisfaction led to higher overall customer satisfaction.
“Sage Intacct has been built on the tenet that our organization’s success is tied to the development and satisfaction of our employees. Ensuring that each Sage Intacct employee has the tools and resources they need to succeed, and receives recognition for these achievements, is one of our top priorities,” said Rob Reid, managing director of Sage Intacct. “We know if we have employees empowered to achieve success, it will support our overarching goal of superb customer satisfaction.”
This mantra has made Reid quite popular with his employees. The company announced in 2018 that Reid won a Glassdoor Employees’ Choice Award honoring the Top CEOS in 2018. (Reid was CEO of Intacct prior to its acquisition by Sage in 2017.) Among the 770,000 companies reviewed on Glassdoor, the average CEO approval rating is 69 percent. Comparatively, Reid’s approval rating is among the highest at 98 percent.
At Sage Intacct, the focus on employee satisfaction is built into all aspects of the company and goes well beyond the standard perks found at many Silicon Valley companies. Ongoing training and career development opportunities ensure that employees can achieve their professional goals; a focus on wellness and a healthy work/life balance prevents stress and burnout and leads to employees who are happier, more focused, and more productive in both their personal and professional lives; and a commitment to hiring the right people fosters a collaborative environment where employees feel valued and stay engaged.
Sage Intacct has consistently been