Employee Engagement Benchmark Study - the Temkin Group

Bruce Temkin is know to attendees of previous Focus Group events as a key speaker and researcher in the areas of Employee Engagement and Customer Experience. His company, the Temkin Group, has recently published a benchmark study on Employee Engagement, which is available from this website. We're delighted to be able to provide a summary of the report's findings:

"Employee engagement is one of the four customer experience core competencies and it’s the one that companies tend to struggle with the most. To examine this critical area, we surveyed more than 2,400 U.S. employees. Here are some highlights of the findings: only 40% of employees are fully committed to helping their companies succeed, 54% will do something good for the company even if it’s not expected, and 26% are likely to look for a new job within six months. We also introduced the Temkin Employee Engagement Index (TEEI) based on how employees feel about three areas: understanding the company mission, feeling that their feedback is valued, and having the required training and tools. Using the TEEI, we found that only 31% of employees are highly engaged. These highly engaged employees are a real asset; they’re 5.8 times more committed to helping their companies succeed and 4.7 times more likely to recommend that someone apply for a job at their company. It turns out that companies with good customer experience have 2.5 times more engaged employees than companies with poor customer experience."

The report highlights four recommendations:

• Make employee engagement an executive priority.
• Measure employee engagement.
• Create employee engagement task force.
• Embed employee engagement into the HR fabric