Mobility And Engagement Index

The general rule in retail is to hire for attitude and train for skill. The most successful retailers use a combination of daily feedback and formalized classroom training to update their employees’ product knowledge and improve their people skills. Retailers who also choose employees considering cultural fit and interpersonal agility benefit from their greater customer engagement and generally suffer less employee turnover. These use CARE to train their employees on the most effective approach to serving its customers. You survey all employees to determine the Level of Engagement—using a handful of questions. Organizations and teams with higher employee engagement and lower active disengagement perform at higher levels. For example, organizations that are the best in engaging their employees achieve earnings-per-share growth that is more than four times that of their competitors.

If you’re ready to collect feedback at scale and take action through employee engagement surveys, having the right questions in your survey is an important step. In any employee engagement survey we encourage you to use a balance of validated questions (like the 20 we’ve provided here) along with unique questions relevant in the context of your organization.

An engaged customer is a customer that best gets the value out of your product or service — which means you can’t measure customer engagement by the level of utilization of your product. Think that someone may use your product but may not get the value/benefits of it. Coming up with good questions, preparing the questionnaire, and ensuring a high response rate are all critical parts for taking a successful measurement. When we want to look into measuring the ROI on employee engagement, we need to combine engagement data with internal financial data. We published an article on linking engagement with business performance earlier.

Drivers Of Engagement

This article answers the questions whether you want to measure it yourself or work with a survey provider. In addition, we dive into the two most common employee engagement scales and discuss their characteristics. After reading this article, you will measure employee engagement the right way. If you don’t measure employee engagement, you have no way to take informed action on improving company culture or peoples experiences at work. This question is frequently one of the top drivers of engagement, and the benchmark range is 70%-80%. Since development is so often driving engagement, low scores here should generally be prioritized. Find out why people aren’t feeling that the company contributes to their development, take action on that, and communicate the change to your people.

It’s a measure of how motivated people are to put in extra effort for their organization, and a sign of how committed they are to staying there. Importantly, employee engagement is an outcome that depends on the actions of an organization, particularly the actions driven by leadership, managers, and people teams. It is true that, if a company has a highly engaged workforce it is more likely to score higher on this item. Employees can rate the company as a great place to work for reasons other than those that reflect their level of actual engagement.

Measuring Engagement Yourself

Most people in the corporate world understand that if one wants to know how well they are serving customers they need to include a satisfaction item, a likelihood-to-refer item, and a future-intent item. Most executives view the pride item as a source of valuable feedback about the strength of their brand. Discretionary effort is a very popular component of many people’s definition of engagement. Although discretionary effort is an extremely important outcome of engagement, it is a terrible measurement alternative. Employees simply cannot objectively rate the level of discretionary effort they put forth. Also, when employees are very disengaged, work can actually feel harder, which demands additional effort. This factor actually creates a reverse scoring effect for some people, which really confuses the data and the analysis.

Here, we share 20 employee engagement survey questions that you should use, why they’re important, and what we see as the typical score across our benchmarks. It’s our clients, who we call People Geeks, that make all the difference.

This question causes items that infer conditions such as fun, contentment, harmony and limited expectations to be overrepresented in the priority analysis. In an employee engagement survey, you have items to determine the Level of Engagement of employees. Gallup has worked with many organizations that have reached exceptional levels of employee engagement, including those with ratios as high as 14 engaged employees for every actively disengaged employee.

The more you survey your employees over time, the more you’ll be able to see what questions provide you with the best insights for action. With a consistent likert scale throughout an employee engagement survey, people will be able to answer questions more easily. The familiarity of the scale takes away some of the stress of answering survey questions. We also think it’s important to have levels of agreement rather than just a number-based scale.

Global Consumer Engagement Store Awards

Successful retailers today stay engaged with their consumers by hiring well, training their employees and creating a winning culture that fosters teamwork. They use technology to engage customers like Sephora’s virtual artist or reducing friction as does Amazon Go’s check-out experience. Smart retailers focus on store designs that foster customer experience and interactions. The store design, digital signage, and trained employees all contribute to a memorable brand story which creates a strong and positive impression. The ability to see change, respond to change and makes changes in retail takes courage, capital, and commitment. Successful retailers stay ahead of the curve by being in the market and making the changes needed in an ever-changing customer journey.

Our employee engagement questions have been used in surveys by over 2,000 Culture First companies. Every year, we pull this data together for our benchmark research, providing industry analysis on employee engagement trends.

Free Text Questions

Our employee engagement survey questions have been validated through external metrics including Glassdoor ratings and Mattermark Growth scores. We also use external research on an ongoing basis to identify questions that may be redundant or add questions that address areas of emerging interest. Employee engagement represents the levels of enthusiasm and connection employees have with their organization.

Everyone will interpret a simple 1-5 numerical scale differently, so your answers will be more varied. This question gets at the present commitment of an employee to your company. It is sometimes a nice reality check for companies that have high scores on the other engagement index questions. People who are truly engaged at work often find that looking for a job somewhere else hasn’t crossed their mind. On the other hand, those who are less engaged will find this an easy question to answer.

• These use CARE to train their employees on the most effective approach to serving its customers.
• Retailers who also choose employees considering cultural fit and interpersonal agility benefit from their greater customer engagement and generally suffer less employee turnover.
• The most successful retailers use a combination of daily feedback and formalized classroom training to update their employees’ product knowledge and improve their people skills.
• You survey all employees to determine the Level of Engagement—using a handful of questions.
• The general rule in retail is to hire for attitude and train for skill.

Another option for creating an employee engagement index is to compute a mean percent favorable score for each section of the survey and monitor changes in those scores, year-by-year. Some clients ask if they can have an engagement score to use as a barometer to compare employee engagement over the years. If the same survey questions are asked, year-after-year, then some formula or metric could give you a sense as to whether employee engagement is going up or down. As an index, these four items in combination result in higher correlations to more measures of workforce performance than any other combination of items ever tested thus far. As an added bonus, once explained, the index is normally regarded by executives to have very strong face validity, thus, the index tends to encounter very little resistance.

Community Development »

The Engagement Index report functions similarly to the Items and Categories reports. This report displays data for your engagement outcome items, which are specific survey items that measure overall engagement within your organization. The score can also be used to estimate how likely your customers are to renew, upgrade, and purchase additional products. If you have a free trial product, customer engagement scores are a great way to estimate likelihood of closing.

It also makes it very easy to see the impact of customer marketing, engagement, and success programs, as well as onboarding and free trial strategies. At its core, a customer engagement score is a single number that measures how engaged your customers and free trial prospects are. Each customer has their own score, based on their activity and usage of your products and services. At it’s core, customer engagement score is a single metric that is used to measure how engaged your customers are. The metric is represented by a number based on customer activity and usage of your product or service — the higher the number the happier and more engaged the customer. Measuring employee engagement the right way is something companies often struggle with.

This is our version of the Employee Net Promoter Score question, which we believe is important to include in our engagement index. The eNPS was launched in 2003, and some companies use it as their sole indicator of employee engagement. However, we believe it’s not robust enough of a measure on its own. Sometimes people might recommend your company but be planning to leave, or they are unsatisfied in their role but would still recommend it because of the high pay or perks.

Some started with less than 20% engaged employees, which ultimately improved to more than 70%. However, labor turnover rates were at a similar level a decade earlier, when fewer employees were engaged, so this factor is unlikely to provide a significant explanation for the improvement in engagement. It’s also been shown to be very reliable and more effective than surveying your customers. Ultimately, customer engagement score is a simple metric that can be used to maximize customer success and operational efficiency in a variety of different ways. One key benefit is that a customer engagement score allows you to look at just one number, instead of many different data points, and immediately measure a customer’s interactions with your company.