- 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup)
- Compared with disengaged employees, highly engaged employees are 4.7x more likely to do something good for the company even if it is not expected of them. (Source: Temkin Group)
- Customer service employees are among the least engaged at work, falling behind human resources, sales, marketing, engineering, R&D, operations, finance and IT, in that order. (Source: Quantum Workplace)
- There is a 55% difference in NPS scoring for highly engaged employees vs. actively disengaged employees. (Source: Aon Hewitt)
Read more about employee motivation and engagement in The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers.
Find more customer service statistics here.