Here are some recent statistics that we gathered for the latest issue of The Edge of Service.
- Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X as likely to stay at work late if something needs to be done after the normal workday ends, and 7X as likely to recommend that a friend or relative apply for a job at their company. (Temkin Group, 2016)
- There is 55% difference in NPS scoring for highly engaged employees vs. actively disengaged employees. (Aon Hewitt, 2015)
- 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. (Quantum Workplace, 2015)
- Nearly 50% of companies fail to measure employees’ engagement with the customer or the brand. (Edelman, 2015)
- Only 55% of companies have an explicit employee engagement strategy. Among those that do have a strategy, 86% of senior leaders are familiar with it, followed by 65% of people managers and only 38% of employees. (Edelman, 2015)
More statistics can be found in the Statistics section.