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 |
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| “I am fairly compensated with salary and benefits.” | Physiological Esteem |
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| “I feel confident in my job security with this company.” | Safety |
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| “I can bring up concerns and ideas to my supervisors” | Safety Esteem |
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| “I feel well-informed by what is going on at this company.” | Belonging Esteem |
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| “There is a strong sense of teamwork here.” | Belonging |
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| “This company recognizes and rewards people who are doing their jobs well.” | Esteem Belonging |
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| “This company is highly respected in the industry and/or by the public.” | Esteem |
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| “I feel empowered to make decisions on my own.” | Self-actualization |
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| “There is a clear path for promotion or growth from my current position.” | Self-actualization Safety |
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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.
