Employee Engagement Is Strongly Tied to Customer Experience and Productivity, According to New Temkin Group Research

WABAN, Mass., Jan. 5, 2012 /PRNewswire/ -- A new research report published by Temkin Group, Employee Engagement Benchmark Study, finds a strong link between the level of employee engagement and the effort and commitment of employees to their company. The research, which examines the attitudes and behaviors of 2,435 U.S. employees at for-profit organizations, also shows that companies that are customer experience leaders have 2.5 times as many highly engaged employees as do customer experience laggards.

"Employee engagement is one of the key foundations to long-term success," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.  

As part of the research, Temkin Group used its Temkin Employee Engagement Index (TEEI) to gauge the level of employee engagement based on employee's agreement with the following three statements:

• I understand the overall mission of my company
• My company asks for my feedback and acts upon my input
• My company provides me with the training and the tools that I need to be successful

Using the TEEI, Temkin Group found that 31% of employees are highly engaged while 23% are disengaged. The research found that highly engaged employees are extremely valuable to companies. Compared with disengaged employees, highly engaged employees are:

• 480% more committed to helping their company succeed.
• 250% more likely to do something good for the company that's unexpected of them.
• 250% more likely to make a recommendation about an improvement.
• 370% more likely to recommend that a friend or relative apply for a job.
• 30% less likely to take a sick day.

According to Temkin: "Employee engagement has been one of the core competencies that we've stressed with companies for a long time and now we have quantitative evidence to make the case that it's critically important."

This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.  

For more information about Temkin Group, visit http://www.temkingroup.com.

About the author, Bruce Temkin

Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org).

About Temkin Group

Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or [email protected].

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SOURCE Temkin Group