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Tips for measuring and improving employee engagement

Rich Hein | Aug. 1, 2014
Do you want better productivity from your team and a higher retention rate, all while improving your customer's overall experience? Then it's time to build an engagement strategy for your organisation.

What Should Be Measured
"Think about all the ways we analyze customer data - including average revenue per user, propensity to cancel services, etc. We can delve into employee data with equal intensity. We use surveys, social communities, focus groups, anecdotal feedback, and there is much more to explore. We track and analyze voluntary and involuntary turnover - and we deeply look into desired and undesired losses to the company. This helps us spot concerns and trends early, and focuses our actions on the right things that retain the right people," says Tina Davis, Executive Direct of Communications & Employee Engagement with Comcast Cable.

Gallup has what they call the Q12 to measure engagement which include the following questions:


  • I know what is expected of me at work.
  • At work, my opinions seem to count.
  • I have the materials and equipment I need to do my work right.
  • The mission or purpose of my company makes me feel my job is important.
  • At work, I have the opportunity to do what I do best every day.
  • My associates or fellow employees are committed to doing quality work.
  • In the last seven days, I have received recognition or praise for doing good work.
  • I have a best friend at work.
  • My supervisor, or someone at work, seems to care about me as a person.
  • In the last six months, someone at work has talked to me about my progress.
  • There is someone at work who encourages my development.
  • This last year, I have had opportunities at work to learn and grow.


According to Gabe Zichermann, organizations should pay special attention to these critical metrics. "These include what we call the "Big 5" metrics in gamification: recency, frequency, duration, virality and ratings. Understanding and analyzing these should give employers a good indication of their engagement levels," says Zichermann.

Tips to Improve Employee Engagement

Just like anything worth doing you need to build a strategy and a plan to get from point "A" to point "B." If you are going to move the needle on engagement it has to start from the top down. "Leadership buy-in is crucial to this work...," says Davis.

Find Out What Motivates Your Employees
It all starts with research. Typically companies begin with an internal employee engagement poll or survey. According to Dan Pollock, Vice President of Modis, employers should conduct surveys that gauge feelings around team and organizational structures, attrition and work productivity per employee.

Set Goals and Share Your Vision
"It's crucial for leaders to speak candidly about challenges, goals, vision and strategy. Those who prioritize open and ongoing dialog, those who listen to employees, earn their trust and answer tough questions, reap immediate and tangible benefits. In rapidly evolving, disruptive industries, engaged talent and high-performing teams generate huge competitive advantages," says Davis.


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