Some fascinating research backs this up. We have conducted research in the UK, Australia and New Zealand based on 116,000 measured shopping experiences which identifies that in those organisations where the staff are ‘caught’ wearing a name badge the overall rating for the customer service experience is 12% higher than in establishments where all the staff aren’t wearing a name badge.
So, if the customer’s perception of the experience can be influenced so much just by wearing a name badge, then why wouldn't we do it!
Name badges are great for customers but also for suppliers and anyone else who deals with an organisation.
Why?
- They save regular visitors from embarrassment if they have forgotten someone’s name.
- In businesses where uniforms aren’t worn name badges help customers to distinguish between staff and other customers. It can be embarrassing when you mistake a customer for an employee!
- If someone knows your name you are no longer ‘Accounts’ or ‘Despatch’, you are a real person dealing with real people. That’s what customer service is all about whether internal (with other departments of your organisation) or external.
- The Law of Reciprocity: If the customer knows your name they are more likely to tell you their name.
- Accountability: It demonstrates that you are not hiding behind anonymity. You are accountable for what you do.
