A Threat to Customer Satisfaction

Line Chart: Declining Employee Pride in Quality of Products/Services Organization Offers.

The Finding

Employee pride in the quality of their company's products or services is at an all-time low.

Why It Matters

How employees feel about their organization's products and services eroded across industries since the pandemic.

The industries that have seen the biggest declines include government (-9 percentage points), technology (-10 points) and the transportation/warehouse industry (-15 points).

The decline of employee pride doesn't just affect productivity; it directly influences how organizations meet customer expectations, creating ripple effects on customer satisfaction.

Employers can boost employee pride by reconnecting the employee-customer feedback loop. The most effective teams:

regularly discuss how they can better serve customers
use customer feedback to adjust the products and services they offer

Employees who strongly agree that their team embraces both these practices are more than twice as likely as other employees to report improvements in the quality, availability and affordability of their organization's products and services in the past year.

The Full Story: Employee Detachment Threatens Customer Satisfaction

The Most (and Least) Trusted Professions

Average Honesty and Ethics Ratings of 11 Core Professions

Annually since 1999, Gallup has tracked the public's trust in 11 professions. The average honesty and ethics rating declined slightly from the 2000s to the 2010s. Since 2020, however, the average has declined to a record low.

Nurses remain the most trusted profession in the U.S., with 76% of Americans rating their honesty and ethics as high or very high. At the same time, trust in medical doctors has fallen 14 points since 2021.

Where does your profession stack up? Take a closer look at the public's honesty and ethics ratings of those 11 core professions and a dozen others.

Explore: Americans' Ratings of U.S. Professions Stay Historically Low

ICYMI: 10 Lessons on Employee Engagement

Employee engagement in the U.S. is at a 10-year low.

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