In the past, many organizations viewed employee surveys as simply a human-resource driven initiative that gave their employees the opportunity to "let off steam" but had little strategic value. As a result, the results were often not regarded highly enough outside of HR for any positive action to be taken. It's quite a different situation today, with employee surveys now being seen by many large and small organizations as a major business improvement tool. These organizations understand that one of the main ways of gaining a major competitive edge is by increasing employees' capability and willingness to provide world-class customer service. But why is this the case?
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