New Temkin Group Research Shows That Successful Firms Have More Engaged Employees

WABAN, Mass., Feb. 16, 2016 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations transform their customer experience, released a new research report: "Employee Engagement Benchmark Study, 2016." The report analyzes the level of engagement that more than 5,000 full-time U.S. employees have with their employers, and compares these results to similar Temkin Group studies from the previous four years.

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The study, which is based on a survey of employees completed in Q3 2015, shows that 77% of employees in companies that have significantly better financial performance than their peers are highly or moderately engaged, compared with only 49% of employees in companies with lagging financial performance. The study also compared companies with high levels of customer experience to those who have lagging customer experience, and found that customer experience leaders have 1.5 times as many engaged employees.

"Unengaged employees can't create engaged customers," states Bruce Temkin, Customer Experience Transformist & Managing Partner of Temkin Group. "Engaged employees are the foundation to a successful organization."

Some of the other findings from the research include:

• Fifty-seven percent of U.S. employees are highly or moderately engaged, the same level as last year.
• Compared with disengaged employees, highly engaged employees are more than four times as likely to recommend the company's products and services and do something good for the company that is not expected of them, 2.5 times as likely to stay at work late if something needs to be done after the normal workday ends, and seven times as likely to recommend that a friend or relative apply for a job at their company.
• Sixty-three percent of highly engaged employees always try their hardest at work, compared with 42% of disengaged employees.
• Companies with 500 to 1,000 employees have the most engaged employees, while those with more than 10,000 employees have the least.
• 25- to 34-year-old employees are the most engaged group, while 45- to 54-year-old employees are the least engaged.
• Senior executives are 1.6 times more likely than individual contributors to be highly or moderately engaged.
• Of the 15 industries measured in the study, construction has the highest level of moderately and highly engaged employees (71%).

To gauge employee engagement, the research uses the Temkin Employee Engagement Index, which is a three-question assessment completed by survey respondents.

The report "Employee Engagement Benchmark Study, 2016" can be downloaded from the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.

About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.

About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the co-founder and past chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management. Bruce is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a Vice President at Forrester Research for 12 years where he ran the customer experience, eBusiness, financial services, and B2B sectors and was the most-read analyst for 13 consecutive quarters.

SOURCE Temkin Group

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