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.

1. Employee Engagement
What is it? How Do You Improve It?
Case Studies and Best Practices

2. Mike Maughan
Employee Insights
Qualtrics
Mike Schroeder
CEO
TNS Employee Insights

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. 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. 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. 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. 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. 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. 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. TNS

11. Tip 1: Keep the End in Mind –
Link Your Survey to Your Customers

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. 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. 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. Tip 4: Add Potential Driver Questions
– Including a Few Customer Focused Questions

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. Tip 5: Keep Reporting Simple for Managers (cont’d)

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. 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. 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. • 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. Tip 10:Link Results to Manager
and Customer Improvements

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. 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
Questions?

26. Mike Maughan
mmaughan@qualtrics.com
Mike Schroeder
mike.schroeder@tnsglobal.com