6. ROE – return on engagement
The critical tests of whether existing measures focus on the right levers to drive engagement are:
- The organisation identifies drivers of engagement which are specific to the organisation and to countries and operating units (not just organisation-wide).
- The identification of drivers of customer engagement.
- The linkage of employee & customer drivers and business performance.
- Identification of communication channels which drive engagement.
Our consulting offer:
- Advising whether current measures are actually measuring engagement rather than just old style employee satisfaction.
- Using secondary analytics to drill down for real local drivers and linkage with customer satisfaction.
- Streamlining communication by focussing on channels which drive engagement.
- Streamlining HR processes & packages which drive engagement.
- Comparing an organisation’s results with our benchmarks.
- Ensuring measurement, reflection and relevant change occurs at local level rather than being a score-chasing bureaucracy.
