The ongoing cycle of customer experience success is comprised of four main influencers: Employees, Customers, Management, and Data. In this series, CSP examines the Employee segment of that cycle and the benefits of focusing on internal culture to drive success.
One of the main advantages of measuring employee engagement is the ability to take something intangible – sense of purpose, satisfaction, and commitment – and turn it into solid data. With this knowledge, businesses can pave a way forward, continuing to rely on regularly updated data to evaluate progress and adjust as necessary.
The Psychology of Engagement
Abraham Maslow’s “Hierarchy of Needs” is a staple of human developmental psychology.
This breakdown of basic, universal human needs provides a useful framework for understanding employee engagement. Let’s take a look at some examples of the key drivers of employee satisfaction, how they correlate with different needs, and what they look like in action (or absence).
| Key Driver of Engagement |
Satisfies This Need |
Effect on Employee Performance |
| “My work space is comfortable, and I have the tools and resources I need.” |
Physiological |
- When this need is met, employees look forward to coming to work and can perform more productively.
- When this need is not met, employees may dread their time at work and not accomplish as much each day.
|
| “I am fairly compensated with salary and benefits.” |
Physiological
Esteem |
- When this need is met, employees are likely to remain committed to the company and don’t feel taken advantage of.
- When this need is not met, employees may become suspicious of or competitive with each other, or begin looking for other employment.
|
| “I feel confident in my job security with this company.” |
Safety |
- When this need is met, employees can relax and bring their best effort to their jobs, knowing they will still be there tomorrow.
- When this need is not met, employees may be paranoid, insecure, and less devoted to doing their best.
|
| “I can bring up concerns and ideas to my supervisors” |
Safety
Esteem |
- When this need is met, employees trust management to be open to their ideas, suggestions, and even criticism.
- When this need is not met, employees may hesitate to be proactive, contribute solutions, or bring attention to problem areas for fear that it could backfire on them.
|
| “I feel well-informed by what is going on at this company.” |
Belonging
Esteem |
- When this need is met, employees feel they are connected to the big picture and are motivated to work towards common goals.
- When this need is not met, employees may become distrustful or disillusioned, and performance can suffer because they “don’t see the point” of their jobs.
|
| “There is a strong sense of teamwork here.” |
Belonging |
- When this need is met, employees communicate well with each other and with management, and inter-office conflict is kept to a minimum and handled effectively.
- When this need is not met, tensions can rise between team members or management, and productivity takes a backseat to conflict resolution.
|
| “This company recognizes and rewards people who are doing their jobs well.” |
Esteem
Belonging |
- When this need is met, employees strive to earn the company’s recognition and are supportive of their team members who do the same.
- When this need is not met – or if it is met unfairly, such as favoritism – employees may become less productive or unhealthily competitive with one another.
|
| “This company is highly respected in the industry and/or by the public.” |
Esteem |
- When this need is met, employees take pride in their work and in their roles in supporting the company’s success.
- When this need is not met, employees may feel ashamed or embarrassed to say that they work for this company, and possibly seek out positions with better-regarded employers.
|
| “I feel empowered to make decisions on my own.” |
Self-actualization |
- When this need is met, problems and situations are handled effectively, swiftly, and with the least amount of drama.
- When this need is not met, the employee feels – and acts – as though their hands are literally tied, and productivity suffers because they are always waiting for someone else to act first.
|
| “There is a clear path for promotion or growth from my current position.” |
Self-actualization
Safety |
- When this need is met, employees draw extra motivation from the possibility of advancement and seek to impress management by proving their worth.
- When this need is not met, employees may feel underappreciated or stifled, and are open to other opportunities with more promise.
|
These are just a handful of more than 40 attributes CSP considers when guiding our clients to improve employee engagement.
While no single area of need is more important than all of the others, all of these needs are interrelated and depend on each other to promote optimal employee engagement. The most influential drivers of engagement will vary from workplace to workplace, depending on factors like staff demographics, fluctuations in the economy, and change within the company. There is no one-size-fits-all approach to nurturing engagement. It must be measured and addressed on a case-by-case basis to produce results.
