The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

I believe there are three categories of statistics any leader needs to know about employee engagement:Edge of Service 17

First, employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this: the ISS Group found that frontline service employee engagement correlates highly with customer experience, specifically at: r = .55. By way of comparison, this is higher than:

  • Increasing age and declining speed of information processing in adults (r = .52)
  • Weight and height of US adults (r = .44)
  • Past behavior as a predictor of future behavior (r = .39)
  • General validity of screening procedures for selecting job personnel (r = .27)

Second, there is a powerful connection between employee engagement and business results….Read more.

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