Mortgage Banking Company: Employee Engagement

Senior management at a leading nationwide mortgage banking company envisioned providing their employees with a workplace that fostered employee communication and teamwork, offered opportunities for growth, and rewarded performance.

To make this vision a reality, company leaders needed a process that would enable them to align their people and business strategies. Gallup offered them just such an integrated approach.

The client hired Gallup to implement a Gallup Q ¹² process to measure employee engagement companywide. A second Q ¹² administration followed approximately seven months later. Throughout the process, Gallup worked with company managers to help them understand their Q ¹² results and devise strategies to encourage change and create improvements that would lead to increased business performance.

The client organization experienced a significant improvement in employee engagement following the implementation of the Q ¹² process. For example, initial Q ¹² results indicated that 35% of the company's employees were engaged. In the second administration, the percentage of engaged employees rose to 45%. And the number top performing workgroups -- those scoring in the top quartile on key employee engagement measures -- increased from 50% to 60%.

Gallup Business Impact Analysis revealed the following.

• The average monthly revenue produced by employees in sales positions was closely tied to their engagement levels. Sales people whose engagement levels increased over time improved their average monthly revenue by 59%.
• Turnover was also greatly affected by engagement levels. Actively disengaged employees -- those who are fundamentally disconnected from their work -- terminated at rates that were 46% higher than those of engaged employees.

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