Headlines: May 17th, 2007

LINK ESTABLISHED BETWEEN CUSTOMER FOCUS AND JOB SATISFACTION

 

Public sector oganisations with a customer focus are likely to have staff that get satisfaction from their job. This is the conclusion of research by the National Consumer Council which used the Freedom of Information Act to obtain information from the Cabinet Office.

Research by MORI surveyed an extensive range of frontline public service staff. It found that one of the key elements in creating job satisfaction for staff is working for an organisation that is focused on customer needs and that provides a good service to meet those needs. Customer focus emerged as the single most important connecting factor that explains whether a public servant is satisfied with their work, committed to doing a good joband likely to talk well of what they do to others.

The survey showed that nurses are highly satisfied, motivated and committed. They are proud of what they do, feel involved in the way the service is developing and are strong advocates for a service that they see as effectively customer focused. Teachers were closely behind and they emerged as highly satisfied with their job. There are areas of discontent, such as workload and bureaucracy. But overall, they are likely to be proud to work for their school and to believe strongly that the school is centred around parents and children.

Those experiencing least job satisfaction are police, GPs and local authority staff. Police appear to believe their service is shoddy in terms of customer focus. They are the one professional group who tend to think that the service they provide is getting worse. GPs are satisfied with their pay and responsibility, but are critical of their Primary Care Trust’s customer focus and are more likely to be critics than advocates for where the NHS is going. Local authority staff emerged as having least job satisfaction, low levels of customer focus and of involvement with the public.