Customers Suffer From Employee Churn: High Turnover Makes It Harder to Provide Top Service

Abstract

Key Findings: • As rates of voluntary turnover climb within key business units, customers are more likely to report bad customer service. • When new workers arrive, established workers have to take time away from customer service to train the new workers in procedures and company culture. • Work units with lots of new employees have more trouble managing turnover and receive the lowest customer service ratings. • Bigger may not be better—larger work units have particular difficulty managing turnover and receive lower customer service scores than smaller ones. • A tight, cohesive work group seems to suffer from turnover as much as a less-bonded group.