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The Verde Group's Survey Research Product, 'Engagement@Risk,' Measures Employee Disengagement Effects on Profits

Posted on: Monday, 5 October 2009, 13:24 CDT

TORONTO, Oct. 5 /PRNewswire/ -- A new research tool has been developed by The Verde Group that synchronizes customer loyalty and retention research with employee engagement research. The goal is to determine the effects of employee experiences on customer experiences, and their impact on company profitability. The process is called "Engagement@Risk" (E@R).

Verde, which specializes in measuring, analyzing and addressing employee disengagement and customer loyalty and retention, used breakthrough research, The Conference Board Employee Engagement Survey(TM), to develop E@R. Eleven Fortune 500 companies across 13 countries participated in this landmark 2008 global employee engagement study.

"We know that employee experience, such as frequency of performance recognition, adequate customer relations training, and a feeling the company cares about the employee, impacts employee engagement or disengagement," said Paula Courtney, president of The Verde Group. "Now we can do what other engagement studies fail to: define and prioritize links between engaged employees; satisfied, loyal customers; and profitability. Without these links, companies can't know which employee engagement issues damage the business most, can't concentrate resources for the biggest return."

E@R research pinpoints:

• Employees' engagement level
• Which specific employee experiences have a harmful impact
• How employee engagement affects customer experience
• Costs of employee disengagement (lost sales, damaged brand reputation)
• Specific problems to address for maximum ROI in the shortest time
  

"Our Employee Engagement Survey fills a need for a streamlined way to identify the different triggers of engagement," explained John Gibbons, The Conference Board's senior researcher and practice leader for Employee Engagement. "We both developed and tested the questions globally - unique for this type of research. As a result we are able to measure, contrast and compare the survey results on a global basis."

Companies using E@R may access The Conference Board norms database, which contains comprehensive corporate data and best-in-class standards for employee engagement. This database, continuously updated with data from Fortune 500 companies, provides companies a unique benchmark against other organizations.

"Employee experience most definitely influences customer loyalty and retention, which in turn impacts profitability. This tool demonstrates the relevance of HR priorities to companies' bottom-line profitability," Courtney concluded.

The Conference Board

The Conference Board creates and disseminates knowledge about management and the marketplace to help businesses improve their performance and better serve society. The Conference Board, which operates as a global independent membership organization working in the public interest, is a 501(c)(3) not-for-profit organization. For additional information, visit www.conference-board.org.

The Verde Group

The Verde Group specializes in helping North American organizations measure and analyze employee disengagement and customer dissatisfaction, prioritizes the issues based on ROI, and fixes them to improve profitability. With offices in Canada and the U.S., The Verde Group has consulted internationally with clients that include Wal-Mart, Toyota, Levi Strauss, HSBC and Eli Lilly. Visit www.verdegroup.com for more information.

SOURCE The Verde Group

Source: PR Newswire

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