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Happy People Perform Better, Happy Businesses Creates More Businesses

A McKinsey Survey : Employee Satisfaction and Retention

Employee satisfaction and retention are naturally intertwined. In all, 38 percent of contact-center agents are extremely satisfied with their job, and another 43 percent are more satisfied than not (Exhibit 1). The levels of satisfaction varied across industries: for example, banking, securities, and financial services had the highest proportion of respondents who reported being extremely satisfied at 52 percent, followed by travel, transport, and logistics at 44 percent and nonhealthcare insurance at 35 percent (which also had the lowest overall percentage of dissatisfied employees). Meanwhile, telecommunications and technology earned the lowest marks, with just 25 percent indicating that they are extremely satisfied. Engaged

The survey highlighted the impact of employee satisfaction on retention. According to the survey, 61 percent of all respondents expect to be working with their company a year from now, while 19 percent indicated that they were likely to leave their current job within this time period.1 Among those likely to stay, nearly 60 percent are extremely satisfied with their job and company. For respondents who expect to change jobs, 62 percent are notably dissatisfied with their current situation. When it comes to the likelihood of retention, healthcare insurance; travel, transportation, and logistics; and nonhealthcare insurance have the highest expected retention rates. The survey identified five factors that had the greatest influence on retention as well as the top drivers of satisfaction (Exhibit 2).

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