• The LRA Approach
• LRA's Customer Experience Management Methodology
• LRA's Practice Areas
• CEM Strategy Consulting
• Standards Development & Content Management
• Organizational Development & Training
• Research
• Research Capabilities
• Quality Assurance & Mystery Shopping
• Industry Expertise

Employee Engagement Measurement at LRA Worldwide

LRA has developed a robust employee engagement research practice that helps companies leverage employee feedback to better manage human capital. Ultimately, customer satisfaction and loyalty (and thus company profitability) are inextricably linked to your employees. Tracking the attitudes and behaviors of the people responsible for delivering the experience is critical if you hope to provide a consistent, optimal customer experience.

It's been said that one can only begin to serve the external customer when one has property served the internal customer. Indeed, employee engagement is a powerful predictor of employee productivity, customer satisfaction and loyalty and company profitability - we call it the "People - Profit Chain."

LRA's Employee Engagement Solution can be implemented quarterly, bi-annually, or annually. The process oftentimes begins with qualitative research to identify any organization-specific issues. These issues, when combined with a standard base of core employee engagement questions, generate a customized employee survey. Next, anonymous employee feedback is collected through a survey tool, administered either via mail, phone or web. Finally, the results are examined using advanced analytical techniques, and key drivers of employee engagement are identified.

Analyzed together with a customer satisfaction & loyalty study, employee engagement research can truly quantify the power of your people to affect customer behavior and ultimately the bottom line.