How can you measure employee engagement in a virtual Account Management team?

1 Why employee engagement matters

Employee engagement is the degree to which employees feel committed, passionate, and aligned with the goals and values of the organization. Engaged employees are more likely to deliver high-quality work, exceed customer expectations, and stay loyal to the company. On the other hand, disengaged employees are more likely to underperform, lose interest, and leave the company. According to Gallup, disengaged employees cost the U.S. economy up to $550 billion per year in lost productivity.

3 How to interpret employee engagement data

Once you have collected data from surveys, feedback, and analytics, you need to analyze and interpret them to understand your team's engagement level and areas of improvement. Excel or Google Sheets are useful for creating charts, graphs, and tables to visualize the data. Qualtrics or Tableau can be used for advanced analysis and generating insights. The key metrics to look at are the engagement score, which is the overall measure of how engaged your account managers are with their work, their team, and their company. It can be calculated by averaging the responses to survey questions that measure engagement such as satisfaction, motivation, loyalty, and alignment. Furthermore, engagement drivers are the factors that influence your account managers' engagement level such as recognition, autonomy, feedback, growth, and culture. You can identify these by looking at the correlation between survey questions that measure engagement drivers and the engagement score. Lastly, engagement gaps are areas where your account managers' engagement level is lower than expected or desired such as communication, collaboration, or support. You can identify these by looking at the difference between survey questions that measure engagement gaps and the engagement score.

5 How to monitor and evaluate employee engagement

Improving employee engagement is an ongoing process that requires constant monitoring and evaluation. You should measure your team's engagement level and performance periodically and compare them with your previous data and benchmarks. You should also solicit feedback from your account managers and their managers, peers, and clients to assess the impact and effectiveness of your engagement strategies. You should use the same tools and methods that you used to measure employee engagement in the first place, such as surveys, feedback, and analytics. You should also use tools like Google Analytics or Salesforce to track your team's outcomes, such as customer satisfaction, retention, and revenue.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?