Customer Experience Matters (a fab site well worth following) and Temkin Group has just released its 2013 Employee Benchmark Study and counter to the findings of similar research initiatives over the past couple of years they are showing an overall increase in engagement among employees of about 10% – a rather hefty and welcome improvement.
Among the findings:
- Engaged employees are more than twice as likely to stay late at work if something needs to be done, help someone at work even if they’re not asked, and do something that is good for the company even if it’s not expected of them.
- Engaged employees are almost three times as likely to make recommendations about an improvement and more than six times as likely to recommend that a friend or relative apply for a job.
- Fifty-seven percent of U.S. employees are moderately or highly engaged, an increase from 47% that we found last year.
- Three-quarters of employees in companies with significantly above average financial performance are moderately or highly engaged, compared with less than half of firms with subpar financial results.
- Nearly twice as many employees at companies with subpar customer experience are looking for a job compared with employees at companies with good customer experience.
While the Temkin reports tend to be expensive for some of us, they are extremely well done. Luckily, the summaries and findings (such as this latest study) are often shared at no cost on their website…..simply follow this link to see more.
For discussion:
Have you seen an increase in engagement overall in your company? What do you attribute this change to?
Related articles
- Looking Back at Temkin Group’s 2012 Research (experiencematters.wordpress.com)
Ken's ken 
Discussion
No comments yet.