ESI = Employee Satisfaction Index = How satisfied your employee is
CSI = Customer Satisfaction Index = How satisfied a customer is with your service / product
I had had the unique chance of working with Engineering as well as Support teams where CSI was fairly low as in the mid 20's or lower 30's. There were real issues that needed to be dealt with like
1) Processes too inefficient or too dependent on a single person / single team.
2) Lack of Product knowledge
3) Lack of support from Account Teams
4) Incorrectly set Customer expectations
5) Too little resources resulting in too much work
but one area that would almost always get overlooked was how satisfied the Employee was.
The aspects that got invariably missed out were
Right fitment of the Role
Availability of the right resources
Acting on Feedback from the team.
Basic concerns about compensation and allowances
Quality of work (reducing monotonous work)
Vision of the product
There were instances where despite a lot of changes teams would not go beyond 40% on the CSI score's consistently till the ESI aspects were taken care of. > 70% CSI was very much achievable in most cases after taking care of the ESI concerns.
Hence low CSI could very well be a symptom but the Root Cause could very well be low ESI.
Moral of the Story: Fix the right problems to get the right results.