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The golden rules
Three years and almost three thousand survey responses
later we are getting closer to a 'holy grail' for extraordinary
levels of Employee Engagement. The Engagement Capability
study enables us to better understand the characteristics
shared by highly engaged, high performance organisations
and provides us with actionable insights to improve from
wherever we are on our journey.
What we have in the findings is a guide; what to do to give
you the best chance of having high employee engagement
and exceptional business results; an organisation of
'True Believers'.
We’ve dug deeper
This year we asked more questions to learn specifically about
the impact of a tough economic climate on engagement
strategies, who in the organisation is accountable for
employee engagement and what employees should or could
do to take responsibility for their own engagement.
The results are both hard facts and opinions of the leaders
and managers in the c.1500 organisations that participated.
Relationships matter
The results confirm that a highly engaged workforce is a
highly productive workforce. Organisations getting the
relationship they have with their employees right are not just
‘good blokes’ within our corporate community. They are
reaping the commercial benefits of ‘doing the right thing’ too.
The key ingredients
What continues to be at the core of high levels of engagement
is not a list of ‘extras’ and ‘benefits’ that require significant
financial investment. It is more a set of key ingredients,
collective behaviours and ‘ways of being’ supported by some
essential activities to deliver, maintain and enhance an
environment in which employees are able to deliver their best
work and flourish both professionally and personally.
Tools to benchmark
Our goal as the owners of the research and providers of
engagement enhancing services, is to provide a tool for
business leaders and human resources professionals to
quickly and cost-effectively benchmark their organisations
against others in order to make decisions about where to
focus their efforts and resources to improve organisational
performance through higher levels of employee engagement.
IT’S A JOURNEY NOT A DESTINATION
Engagement Mix
DiscretionaryEffort
Intent to stay
• The relationship between Engagement Capability, Employee Engagement and Organisational
Performance continues to hold strong. If your organisation does not yet measure engagement, it
needs to act quickly. A capability assessment is confirmed as a reliable way of quickly determining
the areas to focus on to give you some quick performance and engagement wins.
• Capability within the top performing and average organisations continues to rise albeit slowly, whilst
capability within organisations with the lowest levels of engagement has fallen significantly. It would
appear that in a tough operating environment those organisations at the lowest rungs on the
engagement ladder have been quick to drop the ball on the basics.
• ‘Culture’, ‘KPIs’ and ‘Purpose’ are the areas in which highly performing and highly engaged
organisations have the most capability. Get these right and everything else starts falling into place.
• The difference between the top performers and the rest is that they have better skills and practice
their skills to drive the transference of strategy, processes and desired behaviours through their
organisations. Think mentoring, buddying, coaching, recognition and internal networks built on
strong foundations of a clear sense of purpose, well understood targets along with strong
recruitment, training and development programs.
• The secret is in driving skills and capability deeper to frontline people leaders and direct to
employees; ownership of individual initiatives and the engagement agenda more generally needs to
be shared to succeed.
2013 WINNING MOVES
WHAT IS ENGAGEMENT CAPABILITY?
Reported Level of
Employee Engagement
2011
Capability
Score*
2012
Capability
Score*
2013
Capability
Score*
80%+
72 72 73
60 – 80%
64 67 64
40 – 60%
56 57 59
<40%
55 51 46
Don’t measure
55 51 55
• Engagement Capability is the ability and readiness of an organisation and its managers to successfully engage their staff.
• Within the survey we ask organisations to rate themselves for 20 capabilities on a scale from 1- 5 to assess the level of
understanding, depth and mastery an organisation has in these areas. We can use an assessment of capability to determine
appropriate areas for organisations to deepen their skills and increase their capability to drive employee engagement and
performance results.
• Our research indicates again that the top performing companies have the highest level of capability within their organisation and
as the capability drops so does the level of engagement. The assessment tool – Engagement Capability – therefore continues to
be a useful and quick, leading indicator for the level of engagement in the organisation.
• After surveying almost 3000 organisations over the past three years, we can also say that businesses that don't measure
engagement are at best, as capable as companies that achieve average levels of engagement and performance.
* Capability Score out of a possible 100 points
ENGAGEMENT CAPABILITY
1. Vision – Idea in someone’s head
2. Documented Plan – Training
3. Plan gets implemented
4. Managers become Mentors
5. Integrated and Leveraged
LEVELS OF CAPABILITY
20 CORE CAPABILITIES
•Why we do what we do – the business has a clear purpose beyond making
money that all employees can engage with.
PURPOSE, INTENT, CAUSE
•What is important to the people in the business and what guides their
behaviour – capability to express the culture, manage it and bring it alive.
CULTURE
•Describes the 3-5 year vision of the organisation. Understanding the key
drivers that build equity and value in the business.
COMMERCIAL VISION
•Ability of the organisation to innovate.
INNOVATION
•The perception and reputation of the organisation and the people in it that
attracts clients and staff.
BRAND ENERGY
•Planning and managing workload and growth in the capacity of the team, the
division and the organisation in accordance with the risk profile.
MANAGING CAPACITY AND WORKLOAD
•Organisational structure that is functional, provides clear roles and
responsibilities and leverages the current resources for maximum profitability.
The business has the right resources and right systems and processes.
FUNCTIONAL STRUCTURE / RESOURCE ALLOCATION
•Defining and managing meaningful KPIs that help drive the vision and
strategy of the organisation – clear accountability.
KEY PERFORMANCE INDICATORS
•A program that reinforces chosen values and behaviours as well as
commercial KPIs.
REWARDS AND RECOGNITION PROGRAM
•Ability to communicate effectively with anyone in the business, effective
meetings and communication structures.
COMMUNICATION
•Ability to deliver learnings through coaching to bring out the best in people.
COACHING
•Setting, managing and resetting expectations proactively to maintain high
standards.
MANAGING EXPECTATIONS
•Understanding what work life balance means in the organisation and how it
can be achieved.
WORK-LIFE BALANCE
•Fair, transparent remuneration packages.
COMPENSATION AND BENEFITS
•Based on values, attitudes and behaviour first, and skills and experience
second, to create an aligned culture.
RECRUITMENT
•Providing clarity and connection for new employees and raising awareness
around the importance of their role in relation to the vision.
ON-BOARDING
•Proactive performance management and the ability to have hard
conversations.
PERFORMANCE MANAGEMENT
•Growth opportunities for staff, personalised development plans and managers
giving opportunities to staff.
DEVELOPING PEOPLE
•Effective and timely decision making in alignment with the agreed direction of
the business.
DECISION MAKING
•Ability to run effective, time efficient and relevant meetings where everyone
has their agenda addressed and clear actions are driven.
EFFECTIVE MEETINGS
WHAT HAVE WE LEARNED?
Top Ten Capability Scores out of a possible 5 for organisations reporting 80%+ levels of Employee Engagement:
Results:
• Focussing on just a few key areas makes all the
difference to outcomes. The depth of capability
high performers experience in the areas of
‘Culture’ and ‘KPI’, in contrast to that
experienced by the average performers, is
considerable.
• This year the top performers are again standing
tall across all capabilities. The biggest capability
gains were achieved in the areas of
'Recruitment', 'Onboarding' and 'Performance
Management'.
• The ‘best’ still have a significant opportunity to
continue to improve their outcomes. They lost
capability in the areas of 'Communication',
'Expectation Management' and 'Reward and
Recognition' and their weakest scores are in the
areas of ‘Innovation’, ‘Coaching’, and
‘Expectation Management’. It just goes to show
that even once you have become a grand
master, you have to keep working for it.
Culture Recruitment KPI Performance
Management
Purpose Compensation Developing
People
Commercial
Vision
Brand &
Brand Energy
Reward &
Recognition
4.0 3.9 3.9 3.9 3.9 3.7 3.7 3.7 3.6 3.6
Engagement Score 80%+
73/100
CAPABILITY SCORES
ORGANISATIONS WITH 80%+ ENGAGEMENT
Results:
• Organisations reporting average levels of
engagement that want to close the gap between
themselves and the high performers need to
focus on deepening capability in the areas of
‘Commercial Vision’, ‘Reward & Recognition’,
‘Purpose’, ‘Developing People’ and ‘Brand &
Brand Energy’.
• The average performers will benefit most by
spending time and effort driving capability deeper
into frontline leaders. Both formal coaching and
mentoring programs coupled to buddying and
improved internal networks are at the core of this
transformation.
• The worst performers know what to do to get
better results. ‘Culture’, ‘Purpose’ and ‘KPI’ are
their biggest gap. What is preventing the
transformation of their substandard cultural
experience?
CAPABILITY SCORES
ORGANISATIONS WITH 40-60% ENGAGEMENT
Culture Recruitment KPI Performance
Management
Purpose Compensation Developing
People
On Boarding Commercial
Vision
Brand &
Brand Energy
3.5 3.3 3.3 3.3 3.2 3.1 3.0 3.0 2.9 2.9
Top Ten Capability Scores out of a possible 5 for organisations reporting 40-60% levels of Employee Engagement:
Engagement Score 40-60%
59/100
CAPABILITY SCORES
ORGANISATIONS WHO DON’T MEASURE ENGAGEMENT
Results:
• The message for companies who don't measure
employee engagement has been consistent for
the last three years. Their overall capability score
is not measuring up to that of average
engagement performers and is only slightly better
than those achieving less than 40% engagement.
With some targeted investment in the right
capabilities, there are big opportunities to make a
positive impact on business results as well as on
employee engagement.
• Their biggest skill gaps sit in the same place as
those of the worst performers; 'Culture', 'Purpose'
and 'KPI'. Like with the worst performers there is
also a theme around ‘Work-life Balance’, which
no doubt means that there are some great
opportunities to achieve better company
performance by working smarter not harder
through increasing their overall capability.
• To catch up with their next closest group, the key
areas of focus are in 'Recruitment', 'Onboarding',
‘Performance Management' and 'Developing
People'. All of which are key capabilities to
ensure that you choose your company culture
consciously and don't end up with a possibly
limiting culture.
Culture KPI Purpose Commercial
Vision
Brand Decision
Making
Performance Recruitment Compensation
& Benefits
Communication
3.1 2.9 2.9 2.9 2.9 2.9 2.9 2.9 2.8 2.8
Top Ten Capability Scores out of a possible 5 for organisations who don’t measure Employee Engagement:
No Measure of Engagement Score
55/100
• For the third year in a row, ‘Culture’ features as the capability where
the top performers have the most depth. An overwhelming majority
of our participants also report that culture is the key to company
performance, especially in tough times.
• Despite this acknowledgment and belief that culture is the number
one contributor to company performance, it seems that only the
best performers are fully committed to driving depth in their culture
as they not only have the most depth, but also name culture as their
most important capability to invest in in tough times.
• It is the area that represents the biggest gap in capability between
those scoring 40% or less engagement and those that don’t
measure engagement at all. It seems like most companies will wait
until their performance gets better before they invest in their people
and their culture.
CULTURE IS KING
“Company culture has a direct impact
on company performance.”
“A strong company culture becomes
even more crucial in tough times.”Five tips for a solid culture:
1. Shared Values
2. Lived Behaviours that match the values
3. Unique Rituals and Practices that bring them alive
4. Language and Stories to help you remember them
5. Visual Identity that makes you feel and look like them
Altus Q
REWARD & RECOGNITION
“HOW THE BEST MAKE IT WORK”
• Despite being one of the areas in which the top performers have seen a drop in overall capability in 2013, ‘Reward and
Recognition’ offers some interesting insights. The detailed questioning in this year’s survey allows for a comparison of the
types of program being operated by our participants.
• In 2011 and 2012, Reward and Recognition was the fifth most significant capability for organisations with the highest levels of
employee engagement.
• Reward and Recognition is undoubtedly a major contributor to engagement outcomes; delivered well it allows an
organisation the opportunity to reinforce and embed desired behaviours which contribute to higher levels of capability
elsewhere and organisational performance. It's part of the hidden wiring that ensures success for the high performers.
Differences in Reward and Recognition
80% compared to
40 - 60% Engagement
80% compared to
Don’t Measure Engagement
Type of Activity
Increase in
Likelihood
Type of Activity Increase in
Likelihood
Team Award
84% Peer to Peer 151%
Celebration Events
69% Regular Formal Awards 142%
Discretionary by Managers
46% Team Award 134%
Values Based
42% Values Based 131%
Regular Formal Awards
40% Discretionary by Managers 84%
Performance Based 31% Performance Based 80%
Length of Service 27% Length of Service 78%
Peer to Peer 14% Celebration Events 68%
REWARD & RECOGNITION
GOLDEN RULES
“What are organisations doing for Reward and Recognition?”
Organisations with 80%+ Engagement
The Golden Rules
of Recognition:
Act now
Be super specific
Get personal
Notice it. Praise it
It’s all in the delivery
Valuesbased
recognition
Performancebased
non-cashincentives
Lengthof
Service
awards
Peer-to-
Peer
awards
Regular
formal
awards
Discretionary
bymanagers
Team
awards
Celebration
events
Four Tips for high
performing recognition:
1. Focus on values and service
2. Mix of formal and ad-hoc
3. Acknowledge teams and individuals
4. Celebrate with events
Valuesbased
recognition
Performancebased
non-cashincentives
Lengthof
Service
awards
Peer-to-
Peer
awards
Regular
formal
awards
Discretionary
bymanagers
Team
awards
Celebration
events
RedBalloon
Organisations with less than
80% Engagement
ENGAGEMENT SPEND TRENDS
“Hands up & Hand outs”
• Spend on engagement activities has dropped
overall but the trends from previous years holds
true.
• When we look in detail at what those with the
highest levels of engagement are doing that the
average group are not, we discover that the best
are:
• Operating a Buddy Program (33% vs 17%)
• Using Cash Bonuses more regularly (69%
vs 39%)
• Investing in a Coaching Program (44% vs
29%)
• When we compare what those that don’t
measure engagement spend their money, on
with the high performers, we find that the high
performers are twice as likely to be using
mentoring and coaching in their organisations.
• The 2013 data suggests the vast majority of
organisations with less than 80% engagement
have slashed their training and development,
coaching, incentive and reward budgets.
Organisations with 80%+ Engagement
Organisations with less than 80% Engagement
Overall Comparisons:
ENGAGEMENT SPEND TRENDS
What to spend?
• The Engagement Capability survey results continue to
maintain that it is not as simple as spend X to get Y.
• Engagement outcomes are as much about where funds
are invested and how capability is leveraged through
embedded learning, soft skill development and social
networks within an organisation than simply program
budgets alone.
• There is evidence to support that you are far more likely
to achieve a high engagement outcome if your spend is
at least $1000 person per year. 50.3% achieve high
outcomes against 29.4%.
• If we compare the proportion of those achieving 80%+
engagement spending $2000+ per person per year with
those that are below 80%, it’s 26.4% vs 17.8%.
• Those with an engagement score of less that 80% were
twice as likely to have cut their spend on engagement
activities in the last 12 months.
“In the last 12 months, has your organisation’s spend
on employee engagement changed?”
Organisations with
80%+ Engagement
Organisations with
< 80% Engagement
“How much do you estimate your organisation spends per
head on employee engagement strategies annually?”
WHOSE JOB IS IT ANYWAY?
• The research suggests that employee engagement takes a joint effort and full participation from all parties and that when one
party is solely responsible the results are likely to be below average.
• Except for the top performers, all companies measuring employee engagement think that HR has a bigger responsibility than
the CEO in making employee engagement happen. The gap is the biggest with the worst performers where only 47% have the
CEO responsible or involved against 84% for HR. The top performers however see CEO (74%), the Leadership Team (80%)
as well as HR (74%) all carry equal responsibility.
• Only 28% of high performers think employee engagement is one party’s sole responsibility which means that 72% believe that
it needs a joint effort of sorts to achieve high engagement levels. In fact over half of the highly engaged companies say that
everyone including the managers and the employees are responsible. This stands in stark contrast to the worst performers
(16%) and the organisations not measuring engagement (25%).
• Nearly twice as many companies not measuring engagement believe that one party is solely responsible with 19% of them
saying it is the sole responsibility of the CEO to drive engagement.
Who is responsible?
Engagement Score
80%+ 60-80% 40-60% <40% don’t measure
CEO 8% 6% 7% 5% 19%
Leadership Team 10% 16% 8% 11% 11%
HR 6% 9% 6% 21% 7%
Manager 2% 1% 2% 0% 3%
Employee 2% 0% 2% 0% 2%
Combined effort but not everyone 21% 26% 32% 47% 32%
Everyone 51% 42% 43% 16% 25%
WHOSE JOB IS IT ANYWAY?
• Is the responsibility matched with the level of enthusiasm? The research shows that the CEO of the top performing companies
is even more enthusiastic about employee engagement than the Leadership Team and HR. So when we mix enthusiasm with
responsibility we get an employee engagement program that is lead from the front, achieving better results.
• In average company’s HR is the most enthusiastic about employee engagement – which is almost a given since they are also
seen as the most responsible (74%). But with less enthusiasm and less responsibility at CEO and Leader level these
companies are not achieving to the same standard as the top performers.
• The worst performers have an enthusiastic CEO with little responsibility, as HR is seen to have the most responsibility. To add
to this mix we have employees who think more engagement would be a good idea but there are leaders and managers who
are the least enthusiastic in the company. The CEO of these companies, like with average companies, needs to take more
responsibility and be more involved in this topic, especially to make sure that leaders and managers are on board and have the
right tools to drive depth into the employee engagement conversation.
Rank 1 – 5 for their enthusiasm for employee engagement
– compared by actual engagement score
80%+ 60-80% 40-60% <40%
don’t
measure
CEO 1 2 2 1 1
Leadership Team 2 3 3 4 2
HR 3 1 1 2 3
Manager 4 5 4 5 5
Employee 5 4 5 3 4
WHAT TO FOCUS ON IN TOUGH TIMES
First Choice
Second Choice
Third Choice
What's interesting, is that all organisations across
the board clearly agree on what to focus on, most
are not doing it as well as they could as seen from
the Engagement Capability results. The only
difference in the answers was the level of certainty
in how these top five were picked. Highly engaged
companies were less likely to have picked other
capabilities and with the rest of the participants
there was a slightly wider spread.
Overall, everyone agreed. 'Culture',
'Communication' and 'Purpose' are the clear front
runners with 'Developing People' and 'Reward &
Recognition' being close to follow. The top
performers achieve an average capability score of
3.8 across all five capabilities compared with a 2.2
by the worst and a 3.1 by the average performers.
Culture – Values, Behaviours & Activities
Communication – Understanding People
Purpose, Intent & Cause
Reward & Recognition Activity or Program
Expectations & Expectation Management
Commercial Vision
Functional Structure, Resource Allocation
& Processes
Compensation & Benefits
Decision Making
Coaching
Recruitment
Developing People
Managing Capacity & Workload
Worklife Balance
Key Performance Indicators
Brand & Brand Energy
Performance Management
Innovation
Effective Meetings
Onboarding
We asked our survey participants which three of the twenty capabilities they felt were the most important to focus on during tough
times. The results here mirror the areas in which the highly engaged organisations have the most skill regardless of the economic
climate.
WHO DID WE SPEAK TO?
• 1550 organisations took part in the 2013 Engagement Capability Survey. As in previous years, responses were generated
through targeted requests of databases owned by AltusQ and RedBalloon, social media and direct response marketing.
• 85% of respondents are either influencers, are involved, or are the decision makers in regards to employee engagement.
• There is an fairly equal number of HR, CEO and Other Leadership or Mangement Team Members who contributed to this
survey together making up 72% of the responses. GM's , Other Managers and Others made up the rest.
“Do you have involvement or influence in your
organisation’s HR decisions?”
PARTICIPANTS
“What function best describes your role
in your organisation?”
Influencer
Involved
Decision Maker
None of the
above
• 84% of those organisations that took part are Australian headquartered with 71% of responses coming from NSW, VIC and
QLD.
• Participants from all sectors were represented in the survey. The largest contributing sectors were Professional Services
(17%), Manufacturing and Technology (7%) and Banking (6%). Professional Services is the only group with more than 10%
participants; all other sectors were fairly equally represented, all contributing between 2-5% of the total each. As with
previous years there were no significant differences in the data across sectors.
• In terms of company size by employees there is an equal spread with no group producing more than 36% (1-50
employees) of the responses. 26% of the answers came from companies with more than 1000 staff. Company size by
turnover shows a similar picture. It’s fascinating though that almost 20% of the respondents don't know what their company
turnover is.
PARTICIPANTS
“How many employees does your
organisation have?”“What is your annual turnover?”
ENGAGEMENT INSIGHTS FROM
THE LEADERS
WE ASKED:
“WHAT SHOULD EMPLOYEES DO MORE OF OR START DOING TO STAY ENGAGED?”
HERE IS WHAT THEY SAID…
Ask questions to understand why the
organisaiton exists - know what the company
stands for beyond the products and services
Do more
fun things
Contribute ideas
and innovations to
the team
Support each other with
coaching feedback and
training
Learn more about what value
they add to the business
Acknowledge and
support each other
Be committed and show
that commitment
WE ASKED:
“WHAT SHOULD EMPLOYEES STOP DOING TO STAY ENGAGED?”
HERE IS WHAT THEY SAID…
Being negative
and procrastinating
Playing the blame game
Stop gossiping and bitching
rather than acting
Living in
the past
Ask questions of senior people if they
have them rather than relying on water
cooler conversations to get information.
Failing to take advantage of,
or not being informed on,
our great employee benefits.
Hoarding information to
try and carve out a job
for themselves
WE ASKED:
“WHAT SHOULD ORGANISATIONS DO MORE OF IN TOUGH TIMES?”
HERE IS WHAT THEY SAID…
Communicate our vision, come
together and step up the
cultural activities. Also reward
effort and team work.
Focus on the business being
transparent to employees
Ensure everything we
are doing is totally
aligned behind our reason
for existing (our cause).
Communicate what is
happening and what we are
doing to overcome the tough
times
Spend more time with employees,
more recognition and
encouragement
Communicate
- recognition
of effort &
performance
Coaching, fun activities, R&R
WE ASKED:
“WHAT SHOULD ORGANISATIONS DO LESS OF IN TOUGH TIMES?”
HERE IS WHAT THEY SAID…
Less administrative tasks and more sales
initiatives, more marketing strategies,
team brain sessions to come up with new
ways of getting our service to market
Less meaningless meetings
Be less conservative
Tolerate under-
performance
Blame other people, the
economy, the clients, the
team etc
Keep people
in the dark
Waste time on unimportant
negative tasks
WE ASKED:
“WHAT SHOULD ORGANISATIONS CONTINUE TO DO IN TOUGH TIMES?”
HERE IS WHAT THEY SAID…
reward for great
performance
Team meetings and
one on ones
Communicate regularly and
highlight wins, big or small.
Reward individuals and teams
for wins and effort
Focus on what we do
well and the long
term vision
Coach staff -
develop
culture Stick to your core
competencies assuming they
are not what has gotten you
in trouble in the first
place.
Invest in top talent
development and retention
WHAT ARE THE BENEFITS?
• The few participants that measure the return on investment of their engagement spend use an average of 4.4 ways to
measure the ROI with informal feedback being the most popular, followed by formal feedback and reduction of staff
turnover.
• Only if the combination of ways used to measure includes commercial factors (reduction in staff turnover, productivity,
profit, sales per client, client retention etc) as well as softer measure, can an organisation truly understand and value the
ROI they achieve as a result of their employee engagement spend.
• Until more organisations start to acknowledge employee engagement as a performance lever, and start to make
appropriate associations between program spend and outcomes, we will continue to experience 'engagement as a nice to
have' rather than 'engagement as must have'. Do those with average levels of engagement or below and those that don't
measure really believe in its impact yet? Are they True Believers in the power of engagement?
RETURN ON INVESTMENT
“HOW do you measure the ROI of your employee
engagement spend?”
“DO you measure the ROI of your
engagement spend?”
Increase No Change Decrease Don’t
know
Staff Retention 50.4% 30.8% 13.6% 5.2%
32.3% 36.3% 25.6% 5.9%
Attraction of Key
Talent
60.7% 31.6% 2.6% 5.1%
46.2% 35.4% 12.1% 6.3%
Productivity
68.4% 17.1% 6% 8.5%
49.5% 26.1% 15.0% 9.4%
Customer Loyalty
50.5% 36.8% 6.9% 5.8%
41.4% 32.5% 13.2% 12.9%
Customer
Satisfaction
63.2% 24.8% 5.1% 6.9%
47.0% 30.3% 10.6% 12.1%
Sales & Turnover
63.2% 11.1% 16.3% 9.4%
47.2% 17.5% 19.9% 15.4%
% Profit
64.1% 7.7% 17.1% 11.1%
44.7% 16.8% 21.5% 17.0%
Sick days taken
14.5% 40.2% 35% 10.3%
19.9% 44.1% 18.2% 17.8%
• The 2013 results confirm last year’s story. Those
with the highest levels of engagement
outperformed other organisations in every
commercial metric.
• Best Perfomers have clearly swayed the balance
in their favour with staff retention. Average
organisations experienced increases as well as
decreases. The worst performers were twice as
likely to have had a decrease in staff retention.
• Whilst all organisations seem to have experienced
increases in most metrics during the last 12
months the contrast between increase vs
decrease is a lot more significant with the best
performers. Best performers for instance were
more than 11 times more likely to have had an
increase in productivity last year (68% increase vs
6% decrease) compared with 49.5% to 15% for
everyone else.
• The worst performers had equal numbers of
participants quote increases and decreases in
most metrics; in Productivity for instance 42% had
an increase and 37% a decrease. They had more
participants experience decreases in staff
retention, customer satisfaction and loyalty as well
as profit.
• It is also interesting to see that the awareness of
relevant organisational metrics is slightly higher in
the best performers as the organisations with less
than 80% engagement consistently have a higher
level of 'don't know' answers.
THE BEST REAP THE REWARDS
“In the past 12 months, what has been the experience on the
following metrics in your organisation?”
Organisations with 80%+ Engagement Organisations with less than 80%Engagement
WHAT’S YOUR NEXT MOVE?
We’ve listened.
This year the results are intentionally presented with more graphics and in less detail than previous years’
reports. We understand that you want data that supports the education of those around you in a highly
accessible format, that enables your leadership teams to make quick decisions. If you would like more detailed
data, do let us know and we can work with you to provide even more insights.
Both AltusQ and RedBalloon have teams in Australia and New Zealand available to work with you on assessing
the level of Engagement Capability in your organisation. An assessment means that together we are able to
establish what the specific opportunity is in your organisation to achieve better results. We do this by advising
on the how and then supporting you to drive depth in specific capabilities and developing engagement programs
and initiatives driven by insights and benchmarking.

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Employee Engagement Capabilities Report by Altus and Red Balloon

  • 1.
  • 2. The golden rules Three years and almost three thousand survey responses later we are getting closer to a 'holy grail' for extraordinary levels of Employee Engagement. The Engagement Capability study enables us to better understand the characteristics shared by highly engaged, high performance organisations and provides us with actionable insights to improve from wherever we are on our journey. What we have in the findings is a guide; what to do to give you the best chance of having high employee engagement and exceptional business results; an organisation of 'True Believers'. We’ve dug deeper This year we asked more questions to learn specifically about the impact of a tough economic climate on engagement strategies, who in the organisation is accountable for employee engagement and what employees should or could do to take responsibility for their own engagement. The results are both hard facts and opinions of the leaders and managers in the c.1500 organisations that participated. Relationships matter The results confirm that a highly engaged workforce is a highly productive workforce. Organisations getting the relationship they have with their employees right are not just ‘good blokes’ within our corporate community. They are reaping the commercial benefits of ‘doing the right thing’ too. The key ingredients What continues to be at the core of high levels of engagement is not a list of ‘extras’ and ‘benefits’ that require significant financial investment. It is more a set of key ingredients, collective behaviours and ‘ways of being’ supported by some essential activities to deliver, maintain and enhance an environment in which employees are able to deliver their best work and flourish both professionally and personally. Tools to benchmark Our goal as the owners of the research and providers of engagement enhancing services, is to provide a tool for business leaders and human resources professionals to quickly and cost-effectively benchmark their organisations against others in order to make decisions about where to focus their efforts and resources to improve organisational performance through higher levels of employee engagement. IT’S A JOURNEY NOT A DESTINATION Engagement Mix DiscretionaryEffort Intent to stay
  • 3. • The relationship between Engagement Capability, Employee Engagement and Organisational Performance continues to hold strong. If your organisation does not yet measure engagement, it needs to act quickly. A capability assessment is confirmed as a reliable way of quickly determining the areas to focus on to give you some quick performance and engagement wins. • Capability within the top performing and average organisations continues to rise albeit slowly, whilst capability within organisations with the lowest levels of engagement has fallen significantly. It would appear that in a tough operating environment those organisations at the lowest rungs on the engagement ladder have been quick to drop the ball on the basics. • ‘Culture’, ‘KPIs’ and ‘Purpose’ are the areas in which highly performing and highly engaged organisations have the most capability. Get these right and everything else starts falling into place. • The difference between the top performers and the rest is that they have better skills and practice their skills to drive the transference of strategy, processes and desired behaviours through their organisations. Think mentoring, buddying, coaching, recognition and internal networks built on strong foundations of a clear sense of purpose, well understood targets along with strong recruitment, training and development programs. • The secret is in driving skills and capability deeper to frontline people leaders and direct to employees; ownership of individual initiatives and the engagement agenda more generally needs to be shared to succeed. 2013 WINNING MOVES
  • 4. WHAT IS ENGAGEMENT CAPABILITY?
  • 5. Reported Level of Employee Engagement 2011 Capability Score* 2012 Capability Score* 2013 Capability Score* 80%+ 72 72 73 60 – 80% 64 67 64 40 – 60% 56 57 59 <40% 55 51 46 Don’t measure 55 51 55 • Engagement Capability is the ability and readiness of an organisation and its managers to successfully engage their staff. • Within the survey we ask organisations to rate themselves for 20 capabilities on a scale from 1- 5 to assess the level of understanding, depth and mastery an organisation has in these areas. We can use an assessment of capability to determine appropriate areas for organisations to deepen their skills and increase their capability to drive employee engagement and performance results. • Our research indicates again that the top performing companies have the highest level of capability within their organisation and as the capability drops so does the level of engagement. The assessment tool – Engagement Capability – therefore continues to be a useful and quick, leading indicator for the level of engagement in the organisation. • After surveying almost 3000 organisations over the past three years, we can also say that businesses that don't measure engagement are at best, as capable as companies that achieve average levels of engagement and performance. * Capability Score out of a possible 100 points ENGAGEMENT CAPABILITY 1. Vision – Idea in someone’s head 2. Documented Plan – Training 3. Plan gets implemented 4. Managers become Mentors 5. Integrated and Leveraged LEVELS OF CAPABILITY
  • 6. 20 CORE CAPABILITIES •Why we do what we do – the business has a clear purpose beyond making money that all employees can engage with. PURPOSE, INTENT, CAUSE •What is important to the people in the business and what guides their behaviour – capability to express the culture, manage it and bring it alive. CULTURE •Describes the 3-5 year vision of the organisation. Understanding the key drivers that build equity and value in the business. COMMERCIAL VISION •Ability of the organisation to innovate. INNOVATION •The perception and reputation of the organisation and the people in it that attracts clients and staff. BRAND ENERGY •Planning and managing workload and growth in the capacity of the team, the division and the organisation in accordance with the risk profile. MANAGING CAPACITY AND WORKLOAD •Organisational structure that is functional, provides clear roles and responsibilities and leverages the current resources for maximum profitability. The business has the right resources and right systems and processes. FUNCTIONAL STRUCTURE / RESOURCE ALLOCATION •Defining and managing meaningful KPIs that help drive the vision and strategy of the organisation – clear accountability. KEY PERFORMANCE INDICATORS •A program that reinforces chosen values and behaviours as well as commercial KPIs. REWARDS AND RECOGNITION PROGRAM •Ability to communicate effectively with anyone in the business, effective meetings and communication structures. COMMUNICATION •Ability to deliver learnings through coaching to bring out the best in people. COACHING •Setting, managing and resetting expectations proactively to maintain high standards. MANAGING EXPECTATIONS •Understanding what work life balance means in the organisation and how it can be achieved. WORK-LIFE BALANCE •Fair, transparent remuneration packages. COMPENSATION AND BENEFITS •Based on values, attitudes and behaviour first, and skills and experience second, to create an aligned culture. RECRUITMENT •Providing clarity and connection for new employees and raising awareness around the importance of their role in relation to the vision. ON-BOARDING •Proactive performance management and the ability to have hard conversations. PERFORMANCE MANAGEMENT •Growth opportunities for staff, personalised development plans and managers giving opportunities to staff. DEVELOPING PEOPLE •Effective and timely decision making in alignment with the agreed direction of the business. DECISION MAKING •Ability to run effective, time efficient and relevant meetings where everyone has their agenda addressed and clear actions are driven. EFFECTIVE MEETINGS
  • 7. WHAT HAVE WE LEARNED?
  • 8. Top Ten Capability Scores out of a possible 5 for organisations reporting 80%+ levels of Employee Engagement: Results: • Focussing on just a few key areas makes all the difference to outcomes. The depth of capability high performers experience in the areas of ‘Culture’ and ‘KPI’, in contrast to that experienced by the average performers, is considerable. • This year the top performers are again standing tall across all capabilities. The biggest capability gains were achieved in the areas of 'Recruitment', 'Onboarding' and 'Performance Management'. • The ‘best’ still have a significant opportunity to continue to improve their outcomes. They lost capability in the areas of 'Communication', 'Expectation Management' and 'Reward and Recognition' and their weakest scores are in the areas of ‘Innovation’, ‘Coaching’, and ‘Expectation Management’. It just goes to show that even once you have become a grand master, you have to keep working for it. Culture Recruitment KPI Performance Management Purpose Compensation Developing People Commercial Vision Brand & Brand Energy Reward & Recognition 4.0 3.9 3.9 3.9 3.9 3.7 3.7 3.7 3.6 3.6 Engagement Score 80%+ 73/100 CAPABILITY SCORES ORGANISATIONS WITH 80%+ ENGAGEMENT
  • 9. Results: • Organisations reporting average levels of engagement that want to close the gap between themselves and the high performers need to focus on deepening capability in the areas of ‘Commercial Vision’, ‘Reward & Recognition’, ‘Purpose’, ‘Developing People’ and ‘Brand & Brand Energy’. • The average performers will benefit most by spending time and effort driving capability deeper into frontline leaders. Both formal coaching and mentoring programs coupled to buddying and improved internal networks are at the core of this transformation. • The worst performers know what to do to get better results. ‘Culture’, ‘Purpose’ and ‘KPI’ are their biggest gap. What is preventing the transformation of their substandard cultural experience? CAPABILITY SCORES ORGANISATIONS WITH 40-60% ENGAGEMENT Culture Recruitment KPI Performance Management Purpose Compensation Developing People On Boarding Commercial Vision Brand & Brand Energy 3.5 3.3 3.3 3.3 3.2 3.1 3.0 3.0 2.9 2.9 Top Ten Capability Scores out of a possible 5 for organisations reporting 40-60% levels of Employee Engagement: Engagement Score 40-60% 59/100
  • 10. CAPABILITY SCORES ORGANISATIONS WHO DON’T MEASURE ENGAGEMENT Results: • The message for companies who don't measure employee engagement has been consistent for the last three years. Their overall capability score is not measuring up to that of average engagement performers and is only slightly better than those achieving less than 40% engagement. With some targeted investment in the right capabilities, there are big opportunities to make a positive impact on business results as well as on employee engagement. • Their biggest skill gaps sit in the same place as those of the worst performers; 'Culture', 'Purpose' and 'KPI'. Like with the worst performers there is also a theme around ‘Work-life Balance’, which no doubt means that there are some great opportunities to achieve better company performance by working smarter not harder through increasing their overall capability. • To catch up with their next closest group, the key areas of focus are in 'Recruitment', 'Onboarding', ‘Performance Management' and 'Developing People'. All of which are key capabilities to ensure that you choose your company culture consciously and don't end up with a possibly limiting culture. Culture KPI Purpose Commercial Vision Brand Decision Making Performance Recruitment Compensation & Benefits Communication 3.1 2.9 2.9 2.9 2.9 2.9 2.9 2.9 2.8 2.8 Top Ten Capability Scores out of a possible 5 for organisations who don’t measure Employee Engagement: No Measure of Engagement Score 55/100
  • 11. • For the third year in a row, ‘Culture’ features as the capability where the top performers have the most depth. An overwhelming majority of our participants also report that culture is the key to company performance, especially in tough times. • Despite this acknowledgment and belief that culture is the number one contributor to company performance, it seems that only the best performers are fully committed to driving depth in their culture as they not only have the most depth, but also name culture as their most important capability to invest in in tough times. • It is the area that represents the biggest gap in capability between those scoring 40% or less engagement and those that don’t measure engagement at all. It seems like most companies will wait until their performance gets better before they invest in their people and their culture. CULTURE IS KING “Company culture has a direct impact on company performance.” “A strong company culture becomes even more crucial in tough times.”Five tips for a solid culture: 1. Shared Values 2. Lived Behaviours that match the values 3. Unique Rituals and Practices that bring them alive 4. Language and Stories to help you remember them 5. Visual Identity that makes you feel and look like them Altus Q
  • 12. REWARD & RECOGNITION “HOW THE BEST MAKE IT WORK” • Despite being one of the areas in which the top performers have seen a drop in overall capability in 2013, ‘Reward and Recognition’ offers some interesting insights. The detailed questioning in this year’s survey allows for a comparison of the types of program being operated by our participants. • In 2011 and 2012, Reward and Recognition was the fifth most significant capability for organisations with the highest levels of employee engagement. • Reward and Recognition is undoubtedly a major contributor to engagement outcomes; delivered well it allows an organisation the opportunity to reinforce and embed desired behaviours which contribute to higher levels of capability elsewhere and organisational performance. It's part of the hidden wiring that ensures success for the high performers. Differences in Reward and Recognition 80% compared to 40 - 60% Engagement 80% compared to Don’t Measure Engagement Type of Activity Increase in Likelihood Type of Activity Increase in Likelihood Team Award 84% Peer to Peer 151% Celebration Events 69% Regular Formal Awards 142% Discretionary by Managers 46% Team Award 134% Values Based 42% Values Based 131% Regular Formal Awards 40% Discretionary by Managers 84% Performance Based 31% Performance Based 80% Length of Service 27% Length of Service 78% Peer to Peer 14% Celebration Events 68%
  • 13. REWARD & RECOGNITION GOLDEN RULES “What are organisations doing for Reward and Recognition?” Organisations with 80%+ Engagement The Golden Rules of Recognition: Act now Be super specific Get personal Notice it. Praise it It’s all in the delivery Valuesbased recognition Performancebased non-cashincentives Lengthof Service awards Peer-to- Peer awards Regular formal awards Discretionary bymanagers Team awards Celebration events Four Tips for high performing recognition: 1. Focus on values and service 2. Mix of formal and ad-hoc 3. Acknowledge teams and individuals 4. Celebrate with events Valuesbased recognition Performancebased non-cashincentives Lengthof Service awards Peer-to- Peer awards Regular formal awards Discretionary bymanagers Team awards Celebration events RedBalloon Organisations with less than 80% Engagement
  • 14. ENGAGEMENT SPEND TRENDS “Hands up & Hand outs” • Spend on engagement activities has dropped overall but the trends from previous years holds true. • When we look in detail at what those with the highest levels of engagement are doing that the average group are not, we discover that the best are: • Operating a Buddy Program (33% vs 17%) • Using Cash Bonuses more regularly (69% vs 39%) • Investing in a Coaching Program (44% vs 29%) • When we compare what those that don’t measure engagement spend their money, on with the high performers, we find that the high performers are twice as likely to be using mentoring and coaching in their organisations. • The 2013 data suggests the vast majority of organisations with less than 80% engagement have slashed their training and development, coaching, incentive and reward budgets. Organisations with 80%+ Engagement Organisations with less than 80% Engagement Overall Comparisons:
  • 15. ENGAGEMENT SPEND TRENDS What to spend? • The Engagement Capability survey results continue to maintain that it is not as simple as spend X to get Y. • Engagement outcomes are as much about where funds are invested and how capability is leveraged through embedded learning, soft skill development and social networks within an organisation than simply program budgets alone. • There is evidence to support that you are far more likely to achieve a high engagement outcome if your spend is at least $1000 person per year. 50.3% achieve high outcomes against 29.4%. • If we compare the proportion of those achieving 80%+ engagement spending $2000+ per person per year with those that are below 80%, it’s 26.4% vs 17.8%. • Those with an engagement score of less that 80% were twice as likely to have cut their spend on engagement activities in the last 12 months. “In the last 12 months, has your organisation’s spend on employee engagement changed?” Organisations with 80%+ Engagement Organisations with < 80% Engagement “How much do you estimate your organisation spends per head on employee engagement strategies annually?”
  • 16. WHOSE JOB IS IT ANYWAY? • The research suggests that employee engagement takes a joint effort and full participation from all parties and that when one party is solely responsible the results are likely to be below average. • Except for the top performers, all companies measuring employee engagement think that HR has a bigger responsibility than the CEO in making employee engagement happen. The gap is the biggest with the worst performers where only 47% have the CEO responsible or involved against 84% for HR. The top performers however see CEO (74%), the Leadership Team (80%) as well as HR (74%) all carry equal responsibility. • Only 28% of high performers think employee engagement is one party’s sole responsibility which means that 72% believe that it needs a joint effort of sorts to achieve high engagement levels. In fact over half of the highly engaged companies say that everyone including the managers and the employees are responsible. This stands in stark contrast to the worst performers (16%) and the organisations not measuring engagement (25%). • Nearly twice as many companies not measuring engagement believe that one party is solely responsible with 19% of them saying it is the sole responsibility of the CEO to drive engagement. Who is responsible? Engagement Score 80%+ 60-80% 40-60% <40% don’t measure CEO 8% 6% 7% 5% 19% Leadership Team 10% 16% 8% 11% 11% HR 6% 9% 6% 21% 7% Manager 2% 1% 2% 0% 3% Employee 2% 0% 2% 0% 2% Combined effort but not everyone 21% 26% 32% 47% 32% Everyone 51% 42% 43% 16% 25%
  • 17. WHOSE JOB IS IT ANYWAY? • Is the responsibility matched with the level of enthusiasm? The research shows that the CEO of the top performing companies is even more enthusiastic about employee engagement than the Leadership Team and HR. So when we mix enthusiasm with responsibility we get an employee engagement program that is lead from the front, achieving better results. • In average company’s HR is the most enthusiastic about employee engagement – which is almost a given since they are also seen as the most responsible (74%). But with less enthusiasm and less responsibility at CEO and Leader level these companies are not achieving to the same standard as the top performers. • The worst performers have an enthusiastic CEO with little responsibility, as HR is seen to have the most responsibility. To add to this mix we have employees who think more engagement would be a good idea but there are leaders and managers who are the least enthusiastic in the company. The CEO of these companies, like with average companies, needs to take more responsibility and be more involved in this topic, especially to make sure that leaders and managers are on board and have the right tools to drive depth into the employee engagement conversation. Rank 1 – 5 for their enthusiasm for employee engagement – compared by actual engagement score 80%+ 60-80% 40-60% <40% don’t measure CEO 1 2 2 1 1 Leadership Team 2 3 3 4 2 HR 3 1 1 2 3 Manager 4 5 4 5 5 Employee 5 4 5 3 4
  • 18. WHAT TO FOCUS ON IN TOUGH TIMES First Choice Second Choice Third Choice What's interesting, is that all organisations across the board clearly agree on what to focus on, most are not doing it as well as they could as seen from the Engagement Capability results. The only difference in the answers was the level of certainty in how these top five were picked. Highly engaged companies were less likely to have picked other capabilities and with the rest of the participants there was a slightly wider spread. Overall, everyone agreed. 'Culture', 'Communication' and 'Purpose' are the clear front runners with 'Developing People' and 'Reward & Recognition' being close to follow. The top performers achieve an average capability score of 3.8 across all five capabilities compared with a 2.2 by the worst and a 3.1 by the average performers. Culture – Values, Behaviours & Activities Communication – Understanding People Purpose, Intent & Cause Reward & Recognition Activity or Program Expectations & Expectation Management Commercial Vision Functional Structure, Resource Allocation & Processes Compensation & Benefits Decision Making Coaching Recruitment Developing People Managing Capacity & Workload Worklife Balance Key Performance Indicators Brand & Brand Energy Performance Management Innovation Effective Meetings Onboarding We asked our survey participants which three of the twenty capabilities they felt were the most important to focus on during tough times. The results here mirror the areas in which the highly engaged organisations have the most skill regardless of the economic climate.
  • 19. WHO DID WE SPEAK TO?
  • 20. • 1550 organisations took part in the 2013 Engagement Capability Survey. As in previous years, responses were generated through targeted requests of databases owned by AltusQ and RedBalloon, social media and direct response marketing. • 85% of respondents are either influencers, are involved, or are the decision makers in regards to employee engagement. • There is an fairly equal number of HR, CEO and Other Leadership or Mangement Team Members who contributed to this survey together making up 72% of the responses. GM's , Other Managers and Others made up the rest. “Do you have involvement or influence in your organisation’s HR decisions?” PARTICIPANTS “What function best describes your role in your organisation?” Influencer Involved Decision Maker None of the above
  • 21. • 84% of those organisations that took part are Australian headquartered with 71% of responses coming from NSW, VIC and QLD. • Participants from all sectors were represented in the survey. The largest contributing sectors were Professional Services (17%), Manufacturing and Technology (7%) and Banking (6%). Professional Services is the only group with more than 10% participants; all other sectors were fairly equally represented, all contributing between 2-5% of the total each. As with previous years there were no significant differences in the data across sectors. • In terms of company size by employees there is an equal spread with no group producing more than 36% (1-50 employees) of the responses. 26% of the answers came from companies with more than 1000 staff. Company size by turnover shows a similar picture. It’s fascinating though that almost 20% of the respondents don't know what their company turnover is. PARTICIPANTS “How many employees does your organisation have?”“What is your annual turnover?”
  • 23. WE ASKED: “WHAT SHOULD EMPLOYEES DO MORE OF OR START DOING TO STAY ENGAGED?” HERE IS WHAT THEY SAID… Ask questions to understand why the organisaiton exists - know what the company stands for beyond the products and services Do more fun things Contribute ideas and innovations to the team Support each other with coaching feedback and training Learn more about what value they add to the business Acknowledge and support each other Be committed and show that commitment
  • 24. WE ASKED: “WHAT SHOULD EMPLOYEES STOP DOING TO STAY ENGAGED?” HERE IS WHAT THEY SAID… Being negative and procrastinating Playing the blame game Stop gossiping and bitching rather than acting Living in the past Ask questions of senior people if they have them rather than relying on water cooler conversations to get information. Failing to take advantage of, or not being informed on, our great employee benefits. Hoarding information to try and carve out a job for themselves
  • 25. WE ASKED: “WHAT SHOULD ORGANISATIONS DO MORE OF IN TOUGH TIMES?” HERE IS WHAT THEY SAID… Communicate our vision, come together and step up the cultural activities. Also reward effort and team work. Focus on the business being transparent to employees Ensure everything we are doing is totally aligned behind our reason for existing (our cause). Communicate what is happening and what we are doing to overcome the tough times Spend more time with employees, more recognition and encouragement Communicate - recognition of effort & performance Coaching, fun activities, R&R
  • 26. WE ASKED: “WHAT SHOULD ORGANISATIONS DO LESS OF IN TOUGH TIMES?” HERE IS WHAT THEY SAID… Less administrative tasks and more sales initiatives, more marketing strategies, team brain sessions to come up with new ways of getting our service to market Less meaningless meetings Be less conservative Tolerate under- performance Blame other people, the economy, the clients, the team etc Keep people in the dark Waste time on unimportant negative tasks
  • 27. WE ASKED: “WHAT SHOULD ORGANISATIONS CONTINUE TO DO IN TOUGH TIMES?” HERE IS WHAT THEY SAID… reward for great performance Team meetings and one on ones Communicate regularly and highlight wins, big or small. Reward individuals and teams for wins and effort Focus on what we do well and the long term vision Coach staff - develop culture Stick to your core competencies assuming they are not what has gotten you in trouble in the first place. Invest in top talent development and retention
  • 28. WHAT ARE THE BENEFITS?
  • 29. • The few participants that measure the return on investment of their engagement spend use an average of 4.4 ways to measure the ROI with informal feedback being the most popular, followed by formal feedback and reduction of staff turnover. • Only if the combination of ways used to measure includes commercial factors (reduction in staff turnover, productivity, profit, sales per client, client retention etc) as well as softer measure, can an organisation truly understand and value the ROI they achieve as a result of their employee engagement spend. • Until more organisations start to acknowledge employee engagement as a performance lever, and start to make appropriate associations between program spend and outcomes, we will continue to experience 'engagement as a nice to have' rather than 'engagement as must have'. Do those with average levels of engagement or below and those that don't measure really believe in its impact yet? Are they True Believers in the power of engagement? RETURN ON INVESTMENT “HOW do you measure the ROI of your employee engagement spend?” “DO you measure the ROI of your engagement spend?”
  • 30. Increase No Change Decrease Don’t know Staff Retention 50.4% 30.8% 13.6% 5.2% 32.3% 36.3% 25.6% 5.9% Attraction of Key Talent 60.7% 31.6% 2.6% 5.1% 46.2% 35.4% 12.1% 6.3% Productivity 68.4% 17.1% 6% 8.5% 49.5% 26.1% 15.0% 9.4% Customer Loyalty 50.5% 36.8% 6.9% 5.8% 41.4% 32.5% 13.2% 12.9% Customer Satisfaction 63.2% 24.8% 5.1% 6.9% 47.0% 30.3% 10.6% 12.1% Sales & Turnover 63.2% 11.1% 16.3% 9.4% 47.2% 17.5% 19.9% 15.4% % Profit 64.1% 7.7% 17.1% 11.1% 44.7% 16.8% 21.5% 17.0% Sick days taken 14.5% 40.2% 35% 10.3% 19.9% 44.1% 18.2% 17.8% • The 2013 results confirm last year’s story. Those with the highest levels of engagement outperformed other organisations in every commercial metric. • Best Perfomers have clearly swayed the balance in their favour with staff retention. Average organisations experienced increases as well as decreases. The worst performers were twice as likely to have had a decrease in staff retention. • Whilst all organisations seem to have experienced increases in most metrics during the last 12 months the contrast between increase vs decrease is a lot more significant with the best performers. Best performers for instance were more than 11 times more likely to have had an increase in productivity last year (68% increase vs 6% decrease) compared with 49.5% to 15% for everyone else. • The worst performers had equal numbers of participants quote increases and decreases in most metrics; in Productivity for instance 42% had an increase and 37% a decrease. They had more participants experience decreases in staff retention, customer satisfaction and loyalty as well as profit. • It is also interesting to see that the awareness of relevant organisational metrics is slightly higher in the best performers as the organisations with less than 80% engagement consistently have a higher level of 'don't know' answers. THE BEST REAP THE REWARDS “In the past 12 months, what has been the experience on the following metrics in your organisation?” Organisations with 80%+ Engagement Organisations with less than 80%Engagement
  • 31. WHAT’S YOUR NEXT MOVE? We’ve listened. This year the results are intentionally presented with more graphics and in less detail than previous years’ reports. We understand that you want data that supports the education of those around you in a highly accessible format, that enables your leadership teams to make quick decisions. If you would like more detailed data, do let us know and we can work with you to provide even more insights. Both AltusQ and RedBalloon have teams in Australia and New Zealand available to work with you on assessing the level of Engagement Capability in your organisation. An assessment means that together we are able to establish what the specific opportunity is in your organisation to achieve better results. We do this by advising on the how and then supporting you to drive depth in specific capabilities and developing engagement programs and initiatives driven by insights and benchmarking.