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Employee Engagement Research (Master List of 32 Findings)

By Kevin on September 18, 2012 in Best Of, Uncategorized
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Employee engagement is the emotional commitment an employee has to the organization and its goals, resulting in the use of discretionary effort.

An employee’s discretionary effort results in the Engagement-Profit chain. Because they care more, they are more productive, give better service, and even stay in their jobs longer. All of that leads to happier customers, who buy more and refer more often, which drives sales and profits higher, finally resulting in an increase in stock price.

employee engagement graphic

Think that just sounds like academic theory? Think again. Below are 29 research studies that show a correlation between engagement and:

  • Service
  • Sales
  • Quality
  • Safety
  • Retention
  • Sales, Profit and Total Shareholder Returns
  • Role of Front-Line Managers

NOTE: Help me to maintain this list! Please contact me with any new research you think should be added to this list.

SERVICE

  • Employees’ customer service productivity scores and their employee engagement scores had a correlation of .51. (Source: Linking People Measures to Strategy. The Conference Board)
  • Companies with high employee engagement scores had twice the customer loyalty (repeat purchases, recommendations to friends) than companies with average employee engagement levels. (Source: Are They Really ‘On the Job’?, Pont)
  • In a major department store chain, customers scored higher in customer engagement measures when they were serviced in departments with employees who had high levels of employee engagement. (Source: Getting Engaged, Bates)
  • Teams classified as “high performance zone for engagement” had a 37% net promoter score (NPS) versus 10% NPS for teams “outside of high performance zone for engagement.” (Source: Aon Hewitt European Manager Survey 2011. Aon Hewitt)
  • Morrison Management Specialists increased client satisfaction by 1 percentage point for every 2 percentage point increase in employee engagement (Source: Engagement Leads to Growth at Morrison, Talent Management)

SALES

QUALITY

SAFETY

RETENTION & ABSENTEEISM

REVENUE, PROFIT and SHAREHOLDER RETURNS

Role of Front-Line Managers

Causation Study; Linkage Between Engagement and Outcomes

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Kevin is a NY Times bestselling author (his latest book is Employee Engagement 2.0) and serial entrepreneur.

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