Employee Engagement
What is it? How Do You Improve It?
Case Studies and Best Practices
Mike Maughan
Employee Insights
Qualtrics
Mike Schroeder
CEO
TNS Employee Insights
How Engaged Are Employees?
If your company were a 10-person crew team, statistically speaking:
• 3 employees are rowing wi...
Diagnosing Disengagement:
Stop the Infection From Spreading
• Actively disengaged
employees cost the US
economy ½ a trilli...
Why Organizations Care About
Employee Engagement
Employee Engagement
is a proven driver of:
• Quality
• Revenue
• Customer...
Why Employee Engagement Matters
#1 metric on 71% of
executive scorecards
57% of HR practitioners
say it’s the most importa...
Best Buy identified that a 0.1%
increase in employee engagement
led to an over $100,000 increase in
a store’s annual opera...
Business Impact of Employee Engagement
Source: Gallup Business Journal, How Employee Engagement Drives Growth, June 2013
1...
Business Impact of Employee Engagement
-37%
-25%
-65%
-28%
-48%
-41% -41%
-70%
-60%
-50%
-40%
-30%
-20%
-10%
0%
Absenteeis...
TNS
Tip 1: Keep the End in Mind –
Link Your Survey to Your Customers
Tip 2: Ask the Right Questions –
Engagement vs. Satisfaction
Perspective – “Committed to our future”
• How satisfied are y...
Tip 3: Create an Engagement Index
Favorable pattern of response to 6 Engagement Questions:
• Highly Engaged……………………… Favor...
Tip 3: Create an Engagement Index (cont’d)
0
10
20
30
40
50
60
70
80
90
100
0
10
20
30
40
50
60
70
80
90
100
0
10
20
30
40...
Tip 4: Add Potential Driver Questions
– Including a Few Customer Focused Questions
61%
49%
48%
56%
68%
62%
57%
61%
48%
47%
57%
71%
64%
56%
61%
49%
48%
57%
70%
63%
56%
The Job
My Supervisor
Senior Leadershi...
Tip 5: Keep Reporting Simple for Managers (cont’d)
Tip 6: Provide Internal and External Benchmarks
57%
67%
77%
20%
8%
19%
23%
24%
4%
2013
Norm
Internal Best
Overall Engageme...
Action Planning Prioritization Model
Tip 7: Help Managers Focus Action Planning Efforts
ADVANCED
 Alignment
 Acceptance
...
59% | 80%
64% | 70%
63% | 60%A
I
B
Tip 8: Set Targets/Goals for Managers
% Favorable | Target
Set target goals for leaders...
• Embed Action Planning into the
day-to-day life of the
organization.
• Share Best Practices across
departments and facili...
Tip 10:Link Results to Manager
and Customer Improvements
NEW! Employee Engagement Booklet for Managers
Send me an email to request a few books today! Mike.Schroeder@TNSGlobal.com
...
Qualtrics Employee Engagement
Employee Surveys Made Simple
With Qualtrics Employee Engagement, you get:
1. Real-time resul...
25
Questions?
Mike Maughan
mmaughan@qualtrics.com
Mike Schroeder
mike.schroeder@tnsglobal.com
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Employee Engagement: What is it? How Do You Improve it? 10 Best Practices from TNS Employee Insights

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Engaged employees are more productive, contribute more to the bottom line, generate higher customer ratings, and help you attract new talent. On the flip side, actively disengaged employees cost the US approximately half a trillion dollars per year.

Join us to learn the best practices from Mike Schroeder, CEO of TNS Employee Insights, on how to design employee engagement surveys, measure engagement and, most importantly, improve employee engagement in your organization.

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Employee Engagement: What is it? How Do You Improve it? 10 Best Practices from TNS Employee Insights

  1. 1. Employee Engagement What is it? How Do You Improve It? Case Studies and Best Practices
  2. 2. Mike Maughan Employee Insights Qualtrics Mike Schroeder CEO TNS Employee Insights
  3. 3. How Engaged Are Employees? If your company were a 10-person crew team, statistically speaking: • 3 employees are rowing with all their hearts • 5 are just along for the ride, looking at the scenery • 2 are trying to sink the boat According to Gallup’s 2013 State of the American Workplace only 30% of employees are engaged in their work.
  4. 4. Diagnosing Disengagement: Stop the Infection From Spreading • Actively disengaged employees cost the US economy ½ a trillion dollars per year • They are more likely to: • Steal from their employers • Negatively influence co-workers • Drive customers away Source: Gallup, State of the American Workplace, 2013
  5. 5. Why Organizations Care About Employee Engagement Employee Engagement is a proven driver of: • Quality • Revenue • Customer Service • Retention • Productivity Source: Bersin by Deloitte, Employee Engagement, August 2012
  6. 6. Why Employee Engagement Matters #1 metric on 71% of executive scorecards 57% of HR practitioners say it’s the most important indicator of talent management success Only 35% believe their engagement efforts lead to positive business outcomes Source: Bersin by Deloitte, Employee Engagement, August 2012
  7. 7. Best Buy identified that a 0.1% increase in employee engagement led to an over $100,000 increase in a store’s annual operating income Harvard Business Review, Competing on Talent Analytics, October 2010 Business Impact of Employee Engagement
  8. 8. Business Impact of Employee Engagement Source: Gallup Business Journal, How Employee Engagement Drives Growth, June 2013 10% 21% 22% 0% 5% 10% 15% 20% 25% Customer Ratings Productivity Profitability Engaged vs. Disengaged
  9. 9. Business Impact of Employee Engagement -37% -25% -65% -28% -48% -41% -41% -70% -60% -50% -40% -30% -20% -10% 0% Absenteeism High-Turnover Orgs Low-Turnover Orgs Shrinkage Safety Incidents Patient Safety Incidents Quality (Defects)Theft Source: Gallup Business Journal, How Employee Engagement Drives Growth, June 2013 Engaged vs. Disengaged
  10. 10. TNS
  11. 11. Tip 1: Keep the End in Mind – Link Your Survey to Your Customers
  12. 12. Tip 2: Ask the Right Questions – Engagement vs. Satisfaction Perspective – “Committed to our future” • How satisfied are you with your employment at the company in general? • Do you believe strongly in and support the company's future direction? Pride – “I like it here” • Are you proud of working for this organization and gladly tell people about it? • Would you recommend this organization as an employer to your friends and acquaintances? Performance – “How I behave” • People in my workgroup frequently go above and beyond the requirements of the job • How would you rate the engagement level of your direct colleagues within your own workgroup?
  13. 13. Tip 3: Create an Engagement Index Favorable pattern of response to 6 Engagement Questions: • Highly Engaged……………………… Favorable response to all 6 questions • Engaged ……………………………... Favorable response to 4 of 6 questions • Moderately Engaged………………... Favorable response to 2 of 6 questions • Disengaged………………………….. Favorable response to 0 of 6 questions
  14. 14. Tip 3: Create an Engagement Index (cont’d) 0 10 20 30 40 50 60 70 80 90 100 0 10 20 30 40 50 60 70 80 90 100 0 10 20 30 40 50 60 70 80 90 100 Low Performing Organizations Employ: Average Performing Organizations Employ: High Performing Organizations Employ:
  15. 15. Tip 4: Add Potential Driver Questions – Including a Few Customer Focused Questions
  16. 16. 61% 49% 48% 56% 68% 62% 57% 61% 48% 47% 57% 71% 64% 56% 61% 49% 48% 57% 70% 63% 56% The Job My Supervisor Senior Leadership Capabilities Cooperation Company Satisfaction / Alignment Employee Engagement Category Results 2013 2012 2011 Tip 5: Keep Reporting Simple for Managers
  17. 17. Tip 5: Keep Reporting Simple for Managers (cont’d)
  18. 18. Tip 6: Provide Internal and External Benchmarks 57% 67% 77% 20% 8% 19% 23% 24% 4% 2013 Norm Internal Best Overall Engagement Favorable Neutral Unfavorable
  19. 19. Action Planning Prioritization Model Tip 7: Help Managers Focus Action Planning Efforts ADVANCED  Alignment  Acceptance  Confidence in Senior Leadership  Mission, Goals & Values A INTERMEDIATE  Teamwork  Cooperation  Career Development Communications  Capabilities  Compensation & Benefits I BASIC  The Job  Environment  Competent Supervisor  Feedback/Coaching  Recognition B
  20. 20. 59% | 80% 64% | 70% 63% | 60%A I B Tip 8: Set Targets/Goals for Managers % Favorable | Target Set target goals for leaders, managers, and supervisors at all three levels of the pyramid. ADVANCED  Alignment  Acceptance  Confidence in Senior Leadership  Mission, Goals & Values INTERMEDIATE  Teamwork  Cooperation  Career Development  Communications  Capabilities  Compensation & Benefits BASIC  The Job  Environment  Competent Supervisor  Feedback/Coaching  Recognition % Favorable | Target % Favorable | Target
  21. 21. • Embed Action Planning into the day-to-day life of the organization. • Share Best Practices across departments and facilities. Tip 9: Develop and Track Manager Action Plans
  22. 22. Tip 10:Link Results to Manager and Customer Improvements
  23. 23. NEW! Employee Engagement Booklet for Managers Send me an email to request a few books today! Mike.Schroeder@TNSGlobal.com Topics include: Recognition, Training, Teamwork, Customer Focus, Coaching and more
  24. 24. Qualtrics Employee Engagement Employee Surveys Made Simple With Qualtrics Employee Engagement, you get: 1. Real-time results 2. Sophisticated hierarchical reporting 3. Individualized, custom dashboards 4. Organizational structure 5. Flexible form creation qualtrics.com/ee
  25. 25. 25 Questions?
  26. 26. Mike Maughan mmaughan@qualtrics.com Mike Schroeder mike.schroeder@tnsglobal.com
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