In June, Forge released the Ratings feature as a way to enhance employee engagement and manager productivity. After 90 days, we are proud to announce that these star ratings have proven successful for our Team Members and Employers. These stars have stimulated conversation about engagement and have helped managers take the necessary steps to keep their employees satisfied at work.
The Importance of Engagement
Engagement is the driving force of every company. Your business is only as strong as the people behind it. If your employees aren’t engaged with their work, they won’t push your business forward towards growth and profits.
In fact, disengagement and dissatisfaction actually harm business. Gallup found that a lack of employee engagement costs American businesses between $450 billion and $550 billion per year. These costs are associated with workplace accidents, absenteeism, health care costs, and lowered productivity.
Furthermore, there is an additional annual loss of $11 billion due to employee turnover costs alone. Turnover is directly linked to engagement: happy and satisfied employees are less likely to seek out other work opportunities.
In opposition, strong engagement leads to:
- Reduced turnover
- Improved retention
- Better productivity
- More enthusiasm and positivity
All of these results have one thing in common: they not only make for happier workers, they also produce happier customers. When employees are engaged at work, their enthusiasm shines through to the consumer as well. Engaged employees work harder, have fewer sick days, get promoted faster, and are more productive. The customer, in turn, feels that engagement and becomes more engaged with the brand in tandem.
Customers like happy employees.
If that’s not enough to convince you… companies with engaged employees outperform those with disengaged employees by upwards of 147%, according to Gallup Employee Engagement.
The Obstacles of Engagement
Despite the need for happy and satisfied employees, it’s not always easy to foster an environment of engagement. Only 29% of employees feel they are fully engaged, according to a national study by Dale Carnegie Training. This means that two-thirds of employees are not engaged, not productive, and not helping to grow their companies.
This study also unearthed something critical in a global view of engagement. The number one criterion for engagement (or disengagement) was an employee’s relationship with their direct supervisor. In fact, 80% of employees who were dissatisfied with their direct manager were also disengaged at work. This gives a strong insight into how to boost engagement in a robust, yet simple way.
Improve the employee-manager relationship
and engagement will increase in tandem.
There seems to be a disconnect between employees and managers with regards to engagement. Employees aren’t sure where they stand in the company and they aren’t getting the feedback they need. This is especially true in a fast-paced environment, like a restaurant or retail store. There isn’t enough time for employees to slow down to get necessary feedback or coaching, especially during a rush-hour shift.
On the flip side, managers also don’t know where their team stands. Managers don’t always see engagement firsthand. They’re not sure how their employees feel about work and whether or not they’re satisfied. Like their employees, managers also don’t always have the time to slow down and coach or give feedback to their employees.
Forge Ratings step in to bridge that engagement gap between employee and manager.
The Stars of Engagement
After a shift is over, Managers and Team Members rate their workday. Think of this as “Uber for engagement,” where both parties rate one another based on their experience at work that day. Managers rate each individual Team individually based on their performance during that shift. Team Members rate their experience with customers and managers for that shift.
These ratings then become a historical record of performance and engagement. Managers can look back at the stars to see both the success and the satisfaction of an individual employee. These ratings can help understand and track workplace patterns in a tangible way.
The stars can indicate those individuals who are consistently performing well over time—aka those employees who receive four or five stars after every shift. This indicates that they are a strong candidate for praise, promotions, and recognition. The stars can also point out those individuals who need more attention if they have consistently low star ratings. This is where Managers should start having coaching conversations or consider a new pathway for these employees.
It can also help Managers see where engagement is and isn’t working. If an employee has a low rating of their workplace over time, Managers should take a new approach to further engage that employee. If a Team Member usually has a high rating after their shifts but one day they rate their work experience lower than others, something problematic happened that day. This then calls for a follow-up conversation.
The Bottom Line
Ratings is a great tool for Managers to compare stars: how do employees feel about their work and how does their work feel about them? This becomes a visual representation of the engagement gap between employee and worker.
But ratings are only the beginning of engagement. They help understand and track performance versus engagement. They help you know what you don’t know about your employees, so you can better mind the gap between employee and manager.