Active engagement is about using the evidence from employee surveys to make the right kind of organisational changes happen. When the changes take place, engagement levels go up and the positive impacts for business can be far-reaching.

Our definition of employee engagement

In the 20 years since business psychologists first used the term, the indicators of employee engagement have become commonly understood. At Employee Feedback, we categorise these indicators into two groups. Those that show if an employee has the capability to perform their work and those that show whether they are committed to performing it.


An employee’s capability to perform depends on good job design, working infrastructure, communication and resource availability etc. To assess capability we measure employee satisfaction with these factors. They are the necessary ingredients but are not sufficient alone to create a fully engaged workforce.


Employee commitment is an individual’s motivation and enthusiasm. To assess we measure the ‘psychological presence’ of employees and their dedication to their work. Without this dimension, true engagement is impossible.


The impact of engagement

We’re often asked to illustrate in simple terms the return on investment from employee engagement. But the truth is there is no single formula for turning employee engagement into financial benefit for your company. Employee engagement makes its impact felt in many different ways that together can save and make money for your business.

We break these impacts down into four different areas – efficiency, customer care, careers and talent. Together they can help grow market share.


  • Employees know what’s expected of them
  • They’re on time for and during work
  • They’re focussed and energetic about work
  • They complete tasks
  • Sick leave is reduced

Cost savings from a reduction in...

  • Management time
  • Lost working hours
  • Temporary cover fees


  • Employees understand what great customer service is
  • They create a great customer experience
  • They generate repeat customers
  • They build brand reputation
  • They attract more customers

Revenue increases from...

  • More sales


  • Employees know where their role fits in to the business
  • They understand the company vision and their part in achieving it
  • They know what to do to progress their careers
  • They have leaders they respect and aspire to be
  • They have a supportive manager and team environment
  • They stay in the business

Cost savings from...

  • Reduced recruitment costs


  • Employees share their positive experience of the company
  • Word spreads
  • Company becomes an employer of choice
  • The talent pool to choose from increases
  • Less emphasis on competing for talent with financial benefits

Cost savings from a reduction in...

  • Recruitment time
  • Recruitment fees
  • Financial rewards


Northumbrian Water set the objective to reach the Best Company standard in a five year period. We helped them achieve that goal.

Read the full case study


Discover the approaches we use to deliver highly productive surveys


Find out how we can help your company take action on survey findings


Explore what we’re doing and saying about engagement