How do we measure engagement?

We define employee engagement as follows:

"Engaged employees enjoy their work, feel valued, and are proud to tell people that they work for the Company. They go the extra mile to help their customers and colleagues, and they want to stay and develop a career with the Company. In the long run they are the real contributors."

This definition forms the basis for our model, which reduces the inherent complexity to measurable proportions.

In this model employee engagement has two dimensions: the first relates to the satisfaction that people get from the work they do. The second relates to the commitment and loyalty they feel towards their employer. Each dimension has three facets.

The satisfaction dimension focuses on:

• Work - Does it give people the opportunity to do what they're good at? Is it mentally stimulating day-to-day?
• Support - Do people feel supported by their line manager and colleagues?
• Recognition - Do people feel that their efforts are recognised and valued?

The commitment dimension focuses on:

• Loyalty - Do people want to stay and develop their careers with the company?
• Advocacy - Do people feel proud of their company and recommend it to family and friends as a great place to work?
• Values - Do people share the company's values and feel that colleagues' and managers' attitudes and behaviours reflect those values?

There are a number of questions we ask when measuring engagement (typically between 40 and 50). But it is the combined scores for these six which drives the Engagement Matrix - our overall measure of engagement.

Engaged people are those who get satisfaction from their work and are committed to their employer. They are the real contributors.

Disaffected people are those who are negative on both counts. They can be expected to make a minimal contribution, have a negative impact on their colleagues, or leave the Company.

The frustrated are those people who are committed to the company for currently get little satisfaction from the work they do.

The uncommitted are those who get satisfaction from their work but have little sense of commitment to the company.