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Job satisfaction is the percentage of agents in the contact center, analysts in the service desk, or technicians in desktop support that are either satisfied or very satisfied with their job. It is typically measured annually or semi-annually using a job satisfaction survey. Unfortunately, fewer than 30% of all support organizations track job satisfaction. When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter. On both counts, they are wrong.

MetricNet’s Sample Job Satisfaction Surveys are available for Service Desk, Desktop Support and Contact Center professionals worldwide. We consider Job Satisfaction an important bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively correlated with absenteeism and turnover, meaning that absenteeism and turnover go down as job satisfaction goes up.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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