experts in business research - employee & customer survey ...employee engagement job...

Experts inBusiness Research

Expert Consultants and Ph.D. Organizational Psychologists.Benchmark against your industry.35+ years of experience.

IMPROVE EMPLOYEE ENGAGEMENT AND CUSTOMER LOYALTY

Survey Research that Pays for Itself!

FINANCIAL PERFORMANCE

CUSTOMER BEHAVIOR ROOT CAUSES

EMPLOYEE ROOT CAUSE OF CUSTOMER SATISFACTION

EMPLOYEE ROOT CAUSES OF EMPLOYEE ENGAGEMENT

OVERALL CUSTOMERSATISFACTION

WILLINGNESS TORECOMMEND

EMPLOYEE ENGAGEMENT

JOBSATISFACTION

MANAGEMENTSTYLE

CULTURE

Welcome to NBRI!The Number One Provider of Employee, Customer, and Market Research since 1982

The Best Practices of Employee, Customer, and Market Research surveys are the

Core Competencies of the National Business Research Institute:

Conduct the Survey = Psychological Research

Understand the Scores = Benchmarking

Decide what to work on = Root Causes

Take Action = Achieve Significant Improvement!

To what extent should executives concerned with fiscal ‘bottom-lines’ focus on employee engagement and customer loyalty? According to extensive research, including Harter et al., it seems the answer is “a great deal.” Engaged employ-ees lead to better performers who, in turn, increase both customer satisfaction and loyalty, driving financial profitability even higher. This series of relationships is known as the Employee-Customer Profit Chain. Research of numerous industries providing both products and services in both B2B and B2C environments, including manufacturing, finance, retail, and hospitality reveals that employee satisfaction accounts for 32% of the customer satisfaction experience, and that customer satisfaction drives 24% of financial performance (Chi and Gursoy). In laymen’s terms, this means that engaged employees make for happy customers who are willing to recommend your organization to others, and come back themselves to spend more. In fact, researchers have found that organizations demonstrate a 4% increase in profitability when employees are highly engaged. At the business unit level, these results are even more striking: highly engaged employees, or those perform-ing in the top quartile for satisfaction, significantly outperform those who are less engaged. It can be said that employees hold the future of an organiza-tion in one hand, and customers hold its future in the other hand. So the accurate measurement and effective manage-ment of the psychological attributes that drive employee and customer behavior is certain to improve the financial perfor-mance of every organization.

Can artificially bias the data. The following are poor questions that result in misinformation.

Scale May artificially bias the data. A neutral opinion should be valued at zero because if given a value,it will artificially bias the data to the positive, giving the false impression of higher performance.

StronglyDisagree Disagree Neutral Agree Strongly

Agree

1 2 3 4 5

Deployment Method and LanguagesCan artificially bias the data by being inaccessible by important segments of the population. NBRI translates into 35 languages and offers every deployment method.

Employee Research:

Customer Research:

1. “My manager is always available.” (Biases the data to the negative.)2. “Benefits are good and administered well.” (Double barrel; measures two issues.)3. “Communication at the Company is good.” (Too vague; not actionable.)4. “The pace at work is hectic.” (Too negative; projects wrong image of the organization.)

1. “My Account Representative is always available.” (Biases the data to the negative.)2. “Products are good and are priced well.” (Double barrel; measures two issues.)3. “Communication from the Company is good.” (Too vague; not actionable.)4. “Customer Service is too slow.” (Too negative; projects wrong image of the organization.)

REPAP

ICNORTCELE

NEOHPELET

w w w . n b r i i . c o m

Psychological Research

Question Wording


StronglyDisagree

ModeratelyDisagree

SlightlyDisagree

SlightlyAgree

ModeratelyAgree

StronglyAgree

1 2 3 4 5 6

Question B:I am satisfied

with mycompensation.

4.5650th

5.1875th

5.6490th

2.2650th

2.7875th

3.99Mean38th

3.99Mean96th

3.6490th

Benchmarking data ranges from the 1st to 100th percentile, and the mean score that falls at the 50th percentile represents Average Performance, the 75th percentile represents Stretch Performance, and the 90th percentile represents Best in Class Performance. The same mean score may be poor performance for one question, and great performance for another! We now know instantly and irrefutably what our scores mean, where we are strong, and where we are weak.

Benchmarking

Common statistics used in survey research include Top Box, Percent Favorable, and Mean Score. Unfortunately, users of these statistics still have the error-prone, subjective task of judging the 'goodness' or 'badness' of their scores. Benchmarking data provides an infallible, objective comparison of 'people data' with other 'people data,' immediately revealing whether a score is high or low.

No such judgment may be made by comparing scores with the scale, since the scale does not represent how people normally answer every survey question. Indeed, if every person answered every question, on average, at the midpoint of the scale, we wouldn’t need to ask them their opinions! We would already know! Clearly, peoples’ opinions vary by question subject matter, and we must ask them what they think on every question in order to know.

StronglyAgree

Question A:My supervisor is a good coach.

3.99 = 38thPercentile

3.99 = 96thPercentile

Psychological Research

Analyses

Correlations (r) & Stepwise, Linear Regression Analyses (r2)

Random Forest with Managed Machine Learning

Psychological Path Analysis

Confidence LevelSampling Error

Sample Size

5%99%

5%95% Response

Rate

# Needed % Needed

3%99%

50

100

500

1,000

47

88

286

400

45

80

218

278

90%

80%

43.6%

27.8%

49

95

394

649

NBRI recommends a 95% Confidence, 5% Sampling Error for most studies.

Sample Size, Confidence Levels & Sampling ErrorsResponse rates do not indicate if the data collected is valid and representative of the population under study. The goal of employee, customer, and market research, though based on opinion, is to gather enough opinions to establish fact.

Due to the fact that this is psychological data, NBRI conducts additional analyses to provide keen insight into the thinking of employees, customers, and markets. In addition to the usual descriptive statistics, such as N, Top Box, Percent Favorable, Mean Score and Benchmark Score, NBRI provides Clients with the following inferential statistics:

NBRI’s Root Cause Analysis

I like my job. Employees trustManagement.

The Company is a goodplace to work.

EMPLOYEE ENGAGEMENT

JOB SATISFACTION

MANAGEMENTSTYLE CULTURE

The demand from Clients for assistance with the selection of action items led NBRI to develop the Root Cause Analysis. The Root Cause Analysis employs inferential statistics to predict behavior in the population should changes in certain scores be attained, and thereby, provides Clients with their ‘marching orders.’ When appropri-ate interventions improve the Root Causes, then improvements in Employee, Customer, or Market behavior occur in the most expedient manner possible, driving up Financial Performance.

Employee Engagement occurs when a workforce demonstrates behavior that is congruent with organizational goals and objectives (Kahn; Erickson). Engaged Employees are conscientious about their work, enthusiastic about what they do, and are committed to maintaining a high level of performance (Macey and Schneider). Engagement transcends both satisfaction and happiness, moving into a level of intense emotional commitment to the organization. These employees do not merely work for a paycheck; they work on behalf of the organization. Engaged employees demonstrate discretionary effort, meaning they willingly take on responsibilities that are above and beyond their job description.

Why or why not? Why or why not? Why or why not?

To understand how Employee Engagement impacts performance in your workplace, we examine three key constructs: Job Satisfaction, Management Style, and Culture, which are commonly acknowledged components of Employee Engagement. A high level of Job Satisfaction leads to a more motivated and engaged workforce because they enjoy their role in the organization. Secure Managerial Relations with employees foster a stable and supportive environment that allows Employee Engagement to take root, and a healthy and productive Culture engenders a sense of security and belonging that is critical to developing strong organizational commit-ment. In our analyses, we examine the specific items that facilitate these factors, or Root Causes, that underlie Employ-ee Engagement and Profitability. We do so by employing high level statistical analyses that are appropriate for psychological datasets. These analyses include correlations (r), stepwise, linear regression analyses (r2), random forest with managed machine learning, and psychological path analyses.


CUSTOMER LOYALTY

OVERALL SATISFACTION

WILLINGNESS TORECOMMEND

Why or why not?

Why or why not?

My overall experiencewith the company

has been satisfactory.

I would recommend the company to others.

READ MORE ABOUT IT!

It does exist

The Relationship between Employees, Customers, and Business Success by Dr. Jan G. West, Ph.D.

Only there is nothing magical about it – it is scientific!

https://www.nbrii.com/employee-survey-white-papers/the-relationship-between-employees-customers-and-business-success/

NBRI’s Root Cause Analysis

Customer Loyalty is driven by two key factors: Overall Satisfaction and Willingness to Recommend. Scores are based on the survey items, “My overall experience with [Your Company] has been satisfactory,” and “I would recommend [Your Company] to others,” respectively. These two items are singled out for analysis because they capture the totality of the customer experience and the relative enthusiasm and devotion the customer has for remaining with the organization, and as such, are the Root Causes of Customer Loyalty. By understanding the specific factors that are most strongly associated with positive customer experiences and anticipation of contin-ued patronage, an organization can take steps to improve these factors, thereby enhancing its competitive edge and profitability. In this way, NBRI’s Root Cause Analysis ensures organizational efforts are focused on the most impactful items.

Wouldn’t it be great if a magic crystal ball existed that would reveal the secrets of what your customers and employees think so you could increase their loyalty and increase profitability?


NBRI’s CORE

INTERNALCUSTOMER EMPLOYEE

CENTRALIZEDPROGRAM

MANAGEMENT

Center of Research Excellence (CORE)NBRI conducts every type of business research, and with our holistic approach and advanced analytics, our Clients leverage all of their survey data for the maximum benefit to the organization. Obtaining a free, comprehen-sive research proposal from NBRI is a smart and cost effective decision!

The quality of the survey questions, the scale, the validity of the survey, representative samples, confi-dence levels & sampling errors, and much more impact every survey research study. Whether the result is pure, clean, actionable data or contaminat-ed, misleading data is often a function of the knowl-edge and expertise of those conducting the research.

Multiple vendors represent multiple sources for potential error, provide inconsistent report formats with which managers must become familiar, provide various qualities of project support staff and processes, provide no overall accounting or budget-ing for your business research needs, and these are just a few of the considerations bearing on the deci-sion to use a centralized solution for all of your organization’s survey research.

NBRI is a Full Service Business Research firm. We are not a survey tool, which requires you do the work. We execute the entire process for you, at your direction, while providing advice and best practices from our extensive knowledge and experience. In addition, NBRI provides the latest technology for you to communicate with us, toview all reports and deliverables, and to document implementing solutions, all through a single Platform.Join the thousands of global leaders who have recognized the value of gathering valid, scientific data uponwhich they can build the futures of their organizations!

EMPLOYEEEXIT

CUSTOMERLOSS

MARKETRESEARCH

ON-BOARDING

360DEGREE

CUSTOMER

HOLISTICAPPROACH

CONTINUOUSIMPROVEMENT

ADVANCEDANALYTICS

CONSULTINGAND

GUIDANCE

NBRI’s Action Process

ASSESSMENT

SELECT THEISSUES

BRAINSTORMON SOLUTIONS

DEVELOP SHORTLIST

OBTAINAPPROVALS

IMPLEMENTTHE SOLUTIONS

STEP

1

STEP

2

STEP

3

STEP

4

STEP

5

STEP

6

DONE

(Root Causes)

1 WEEK

3 HOURS

1 WEEK

Division of labor speeds the process; takes the burden off of executives; empowers employees; speeds improvement and ROI!

We look forward to partnering with you to help you improve your Employee Engagement andCustomer Loyalty, and the Financial Success of your Organization.

Clients rave about NBRI’s Continuous Improvement Process, and often trigger it in non-survey-related problem solving applications because it is so powerful. Why have a few minds focused on extremely important issues like Root Causes when you can have all brains on deck?

By reaching out to the employees a second time for their recommendations to improve root cause issues, Man-agement says loud and clear, ‘We heard you, and we value you!’ Employees are empowered and the organization is synergized. When approvals to key items are granted, it is the employees who implement the very suggestions they recommended!

When Executives are presented with the recommendations, they decide which will be approved, which will be delayed, and which will be denied. An Executive Sponsor for each Root Cause is recommended to see that items approved are actually implemented. When followed as prescribed, Clients move from Step 3 to Step 6 within 30 days.

Organizational Psychologist

Research Consultant

Project Manager

NBRI Executive Sponsor

Scientific Consultant

Research Design & Pricing

Single Point of Contact

VP-level or above

Project Team

Deployment Types

Global Surveys

Multiple Languages

Manage Confidence Level &Sampling Error

Ensure Data is Valid for allReporting Groups

Paper, Online, Telephone, Mobile Devices

Yes

Yes

Yes

Yes

Survey Deployment

Question Database Consulting

Writing Custom Questions

Standard Surveys

Validated Questions

Yes, by Organizational Psychologists


Yes, Many

Yes, 1000's

Survey Design

Free Education

Platform

Videos, Webinars, White Papers, eBooks

Project Management, Reporting,Taking Action

Online Tools

www.nbrii.com

Survey Vendor Qualifications NBRI Other Vendor Other Vendor

SURVEY VENDOR CHECKLISTEnsure you're asking prospective survey vendors the right questions!

Ask survey vendors the right questionsMeasure vendors equallyImprove your vendor selection process

SURVEYVENDORCHECKLIST

Core Competency #1

Core Competency #2

Core Competency #3

Core Competency #4

Full-Service Survey Research

Survey Research Experience

Scientific Psychological Research

Benchmarking by NAICS/ISIC Code(s)

Root Cause Analysis

Taking Action

Yes, Turnkey

Over 35 Years & Over 30,000 Clients

Core Competencies

1

www.nbrii.com

Survey Vendor Qualifications NBRI Other Vendor Other Vendor

SURVEY VENDOR CHECKLISTEnsure you're asking prospective survey vendors the right questions!

Ask survey vendors the right questionsMeasure vendors equallyImprove your vendor selection process

Dashboard

Standard Reports

Custom Reports

Client-Generated Reports

Reports by Demographic

Instant Email Alerts

Benchmarking by NAICS/ISIC Code(s)

Executive Summary

Root Cause Analysis

Results Presentations

Yes

Yes

Yes

Yes

Yes

Yes

Custom Built from Over10.5 Billion Responses



Onsite or Webcast byOrganizational Psychologist

Reporting

Process Training

Employee Brainstorming

Short List of Best Recommendations

Obtain Executive Approvals

Implement Solutions to Root Causes



Your Action Teams

Your Executives

Your Employees

Taking Action

Volume

Competitive

Multi-Year Available

Yes

Yes

Yes

Pricing

2SURVEYVENDORCHECKLIST

2701 Dallas Parkway, Suite 650Plano, TX 75093

(800) 756-6168(972) 612-5070

National Business Research Institute, Inc.

www.NBRII.com

experts in business research - employee & customer survey ...employee engagement job...

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