We just published a new Temkin Group report, Employee Engagement Benchmark Study. The analysis uncovers a strong connection between employee engagement and customer experience as well as between employee engagement and productivity.
Here’s the executive summary:
Employee engagement is one of the four customer experience core competencies and it’s the one that companies tend to struggle with the most. To examine this critical area, we surveyed more than 2,400 U.S. employees. Here are some highlights of the findings: only 40% of employees are fully committed to helping their companies succeed, 54% will do something good for the company even if it’s not expected, and 26% are likely to look for a new job within six months. We also introduced the Temkin Employee Engagement Index (TEEI) based on how employees feel about three areas: understanding the company mission, feeling that their feedback is valued, and having the required training and tools. Using the TEEI, we found that only 31% of employees are highly engaged. These highly engaged employees are a real asset; they’re 5.8 times more committed to helping their companies succeed and 4.7 times more likely to recommend that someone apply for a job at their company. It turns out that companies with good customer experience have 2.5 times more engaged employees than companies with poor customer experience.
To gauge the level of employee engagement across respondents, we used the Temkin Employee Engagement Index (TEEI), which is based on how much employees agree with three statements:
- I understand the overall mission of my company
- My company asks for my feedback and acts upon my input
- My company provides me with the training and the tools that I need to be successful
Using the TEEI results from the 2,435 respondents, our analysis uncovered a number of interesting items. Here’s a graphic I put together to summarize some of the key data in the report:
The report highlights four recommendations:
- Make employee engagement an executive priority.
- Measure employee engagement.
- Create employee engagement task force.
- Embed employee engagement into the HR fabric.
The bottom line: Employee engagement is critical for long-term (and short-term) success