Dealer Report: Employee Engagement Benchmarks

That May Surprise YouDecember 20th, 2016

Quick Housekeeping

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About Me

• Christine Lockwood

• University of Iowa

• With SATISFYD since 2013

• Employee Success Team

Why Employee Engagement?

What is Employee Engagement?

Wikipedia –

• Employee engagement is a property of the relationship between an organization and its employees.

• An "engaged employee" is defined as one who is fully absorbed by and enthusiastic about their work and so takes positive action to further the organization's reputation and interests

The Promoter Flywheel

Loyal Customers

• Buy more

• Stay longer

• Refer friends

• Provide feedback & ideas

Engaged Employees

• Are enthusiastic about their work

• Provide better customer experiences

• Influence other employees

• Provide feedback & ideashttp://www.bain.com/publications/articles/the-chemistry-of-enthusiasm.aspx®Net Promoter, NPS, and Net Promoter Score are registered trademarks of SatMetrix Systems, Inc., Bain & Company, and Fred Reichheld

Impact

*What Engages Employees the Most, Ivey Business Journal

84%of highly engaged employees

believe they can positively impact the quality of their

organization’s products, compared with only

31%of the disengaged

employees

72%of highly engaged employees

believe they can positively affect customer service,

versus

27%of the disengaged

68%of highly engaged employees

believe they can positively impact costs in their job or unit, compared with just

19%of the disengaged

QUALITY CUSTOMER COSTS

Employee Net Promoter Score(eNPS)

PollWhat do you think your Employee NPS (eNPS) score is today?

Employee Net Promoter Score

20Employee’s

willingness to recommend their dealer as a place of employment.

BizPower & EmployeePowerSATISFYD uncovers opportunity areas in organizations based on BizPower and

EmployeePower.

BizPower & EmployeePower

BizPower EmployeePower

Leadership, Execution & Connection

The Job, Supervisor &

Comp. +Benefits

Engagement Opportunities

Industry Benchmarks

Leadership

• “At this time I would not recruit others. I feel the leadership team needs to work as a team and not against each other. We do not communicate and some are just out for themselves. Not a team.”

• “I feel there needs to be better involvement and thought behind decision making as how it affects front line staff and customers.”

45%of employees have confidence in their

leadership

Execution

• “Communication of direction and goals for the company and where I fit into these.”

• “I give my opinions, but I feel sometimes if falls on deaf ears. That makes it hard to keep engaged when your opinion really doesn't matter."

24% employees feel their dealer does things efficiently and well

26% employees feel well

informed about decisions

Connection

• “More communication and opportunities to advance. Work to make our work more efficient, to save steps and time.”

• “More direction and focus on career development.”

35%of employees feel confident about

their opportunities.

The Job

• “I know it may not be possible sometimes but It would be nice to be a bit more flexible with work hours. As a manager I feel like we have to be the first here in the morning and last to leave. It would be nice if we did a couple hours overtime we could get that back on another day.”

• “More training to be more efficient with my job and be more versatile.”

33%of employees feel their job exceeds

initial expectations.

My Supervisor

• “Following up on staff appraisals would be a start. not much point in having one and asking for opinions/ about issues, if you're not going to follow it up.”

• “I would like to see my direct supervisor take a more active role in the service department. I find I get frustrated or discouraged when I am running to help several customers that he could help with- it sometimes feels like I have to work harder to make up for him. I know he has other responsibilities along with dealing with customers, but I feel that customer should still be his top priority.”

43% of employees feel their supervisor helps them

grow.

43% of employees feel that

their supervisor is concerned about them.

Compensation + Benefits

• “We are a group growing strong together, but the pay is not the best.”

• “I work with some really good people, enjoy the job but pay sucks.”

33%of employees feel their pay is fair for the work they do.

9 Steps to Increase your Employee EngagementWe developed 9 steps to do within 90 days of completing an employee engagement program.

9 Steps to Increase your Employee Engagement1. Analyze results for themes/trends and apply your local knowledge with

survey findings.2. Review results with leadership to ensure shared understanding. Identify

and agree on 2-3 organization-wide areas for improvement. Identify and agree on 2-3 organization-wide areas of excellence.

3. Review results with location/department-specific managers. Identify and agree on 2-3 location/department specific areas for improvement. Identify and agree on 2-3 location/department specific areas of excellence.

4. Communicate shared understanding of the results and organization-wide findings and goals to all employees. Also, share location/department findings and goals where applicable.

9 Steps to Increase your Employee Engagement5. Include employees in discussion on how to accomplish goals. Ensure an

open discussion that encourages contribution.

6. Select the solutions for improvement. For each, define the processes to be followed and a timeline for implementation.

7. Select an owner for each improvement process. Establish clear goals to monitor progress and define when and how success will be measured.

8. Review progress frequently and report up throughout the organization on progress.

9. Share learnings of implemented changes throughout the organization.

Visit the SATISYFD Resource Vault or use the links below:9 Steps to Increase your Employee Engagement: click here

10 Employee Engagement Best Practices Shared by Dealers: click here

Understanding Net Promoter Score: Click here

PollWhich critical area of employee engagement do you believe your organization has the biggest opportunity area?

QuestionsPlease use the question box in your GoToWebinar panel.

Thank you!Christine Lockwood

SATISFYD

clockwood@satisfyd.com

630.276.7941