Disengaged employees hurt customer service

Any company looking to improve its customer satisfaction and loyalty has to evaluate how engaged its employees are at work on a daily basis.

Any company looking to improve its customer satisfaction and loyalty has to evaluate how engaged its employees are at work on a daily basis.

According to a recent survey from Temkin Group, disengaged workers are less likely to go out of their way to help a company succeed. If employees aren't committed to achieving a business' overall goal and carrying on its philosophy, customers will take notice and revenue will decline.

Researchers measured engagement of more than 2,000 for-profit employees at various occupations. They asked respondents for their opinions about their ability to understand the overall mission of their companies, if their place of business asks for feedback and acts upon it and if their work provides them with training to be successful.

What they found was that highly engaged workers are 480 percent more likely to help a company succeed than disengaged employees. They're also 250 percent more likely to do something good for the company without being pushed and 30 percent less likely to take a sick day.

Global consulting firm BlessingWhite conducted a similar study last year, finding that engaged employees typically plan to "stay for what they give," while disengaged ones "stay for what they get."