What is Engagement Score?
The Engagement score is a metric used to ascertain the engagement levels of the people in the organization. It is computed as a weighted average of the average mood score and the average driver score from completed chats. Engagement score ranges from 20 to 100.
Why does Engagement Score matter?
The Engagement score gives the HR team a view of how engaged their employees are. A low engagement score indicates that their people are dissatisfied in several areas while a high engagement score indicates a satisfactory experience. This, in turn, is used to ascertain how engaged are organizations in the company.
Generally, the analysis of engagement score should be followed by a Driver-element analysis to identify Areas that are ‘Working Well’ and ‘Areas of Improvement’.
📌 The metric ‘Engagement Score Across Demographics’ is available for Tenure and Pulse survey types. The nature of the information displayed and the calculations employed are the same.
📌 In the context of a pulse, the Engagement score will be referred to as Pulse score and would be restricted to the participants of the chosen pulse.
What information is available in the Engagement Score Summary slide?
1. Title of the Report
The title of the report gives you essential information such as:
the data source the report is generated from,
the metric which is present on the slide,
the demographic data that is grouped by,
the display layout (Top vs Bottom or List View) and
the time period in which the data is captured.
In the example mentioned above, Tenure is the data source, Engagement Score is the metric presented on this slide, Grouped by Manager is the demographic data, Chats Sent between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
💡 The demographic data, chat count, display layout, sorting, past period comparisons, and organization Engagement Score can be configured at the time of report creation.
2. Demographic Data
The demographic data section provides information on the demographic chosen for comparison, the cut-off for the Demographic values to be displayed on the slide as well as the sorting.
In the example mentioned above, the Demographic chosen is Department, the cut-off applied is those demographic values with at least 40 chats sent, and the sorting chosen is Engagement Score (high to low).
💡 The user generating the report will have the option to choose the demographic, the minimum cut-off as well as the sorting that’s applied.
3. Demographic entity with the highest Engagement Score
The demographic entity which has the highest engagement score for the given demographic criteria is called out along with the total number of completed chats by members tagged to that demographic element.
In the example above, Marketing is the Department that has the highest engagement score of 100. And the engagement score is calculated based on the 1.2K completed chats from sent within the given reporting period.
💡 What happens when multiple entities on the list have the same highest Engagement score? When multiple entities have the same highest engagement score, the entity is chosen which has the highest number of chats completed.
4. Demographic entity with the lowest Engagement Score
The demographic entity which has the lowest engagement score for the given demographic criteria is called out along with the total number of completed chats by members tagged to that demographic element.
In the example above, Sales is the Department that has the lowest engagement score of 20. And the engagement score is calculated based on the 59 completed chats from chats sent within the given reporting period.
💡 What happens when multiple entities on the list have the same lowest Engagement Score? When multiple entities have the same engagement score, that entity is chosen which has the highest number of completed chats. However, if the highest and the lowest response are the same, this section is hidden.
5. Demographic entity with the greatest rise in Engagement Score
This refers to the increase in Engagement Score across the demographic. The demographic entity which has seen the greatest rise in engagement score from the past period is called out along with the engagement scores as well as completed chat count for current and past periods.
In the example above, 8 refers to the increment in score from the past period. Marketing is the Department that has the highest increment, along with the current period’s engagement score of 100 from 1.2 chats, as compared to the past period’s engagement score of 92 from 960 completed chats.
💡 The entity with the greatest rise need not necessarily be the entity with the highest engagement score
💡 This section appears only if past period comparison is enabled.
📌 This section is NOT available for Pulse reachouts.
6. Demographic entity with the greatest fall in Engagement Score
This refers to the decrease in engagement score across the demographic. The demographic entity which has seen the greatest fall in engagement score from the past period is called out along with the engagement scores as well as completed chat count for current and past periods.
💡 The entity with the greatest fall need not necessarily be the entity with the lowest engagement score
💡 This section appears only if past period comparison is enabled.
📌 This section is NOT available for Pulse reachouts.
7. Display Layout
The slide can be summarized by categorizing data either as 'Top vs Bottom' performing values or as a list.
Top vs Bottom View
Top vs Bottom View
Selecting the 'Top vs Bottom' view shows comparisons between the top-performing entities and the least-performing entities within the demographic.
A minimum of 3 and a maximum of 50 demographic entities can be displayed in the ‘Top vs Bottom’ view. This can be configured at the time of report creation.
💡 If there are fewer than or equal to 2 demographic entities in Top or Bottom views, the 'Top vs Bottom' view automatically changes to a 'list view'.
📌 The thresholds for classifying demographic elements as Top or Bottom is configurable. Please contact your Amber SPOC.
List View
List View
Selecting the ‘List View’ shows all the entities within the demographic as a List as shown in the image below.
A minimum of 3 and a maximum of 100 demographic entities can be displayed as a List. This can be configured at the time of report creation.
💡 The ‘List View’ can be sorted by:
(i) Engagement Score: High → Low or Low → High
(ii) Volume of chats: High → Low or Low → High
(iii) Demographic Values: a→z or z→a
7.1 Columns in the slide
Demographic
This represents the demographic chosen for comparison. For Example, the demographic chosen in the image is Departments. In this column, all the demographic elements (departments in this case) defined in the system will be listed here if the people tagged to the departments have been reached out during the period.
📌 If none of the members within a demographic were reached out during the reporting period, that department will not be listed on the screen
📌 The total number of people who were NOT tagged to any demographic is called out on the slide so that people interpreting the slide can factor this information and any corrective measures can be taken to address such gaps.
People
People here refer to those who are tagged to the demographic and have completed one or more amber reachouts during the reporting period.
Chats Sent
Chats Sent refers to the number of reach outs that have been completed by people during the reporting period.
Engagement Score
The engagement score is calculated as follows:
Where,
The Average Mood Score is calculated as
The Average Driver Score is calculated as:
Delta
The Delta column here refers to the Past Period Comparison, which allows you to compare the average Engagement score of the current period to that of the previous period to understand the difference in Engagement score.
Engagement score calculation for the past period also follows the same calculation formula stated above.
📌 Past Period Comparison only applies to Tenure, Pre-exit and Post exit
Delta = Engagement score of the current period -Engagement score of the past period
A positive number is indicated with a green triangle, while a negative number is indicated using a red triangle.
Two types of past-period comparisons can be configured:
Comparison with the immediately preceding period: This considers the same timespan before the current reporting period. If the current period is for 1 quarter, 1 month, or 43 days, the past period will also consider the same time frame ending just before the current period starts.
In the current example, the past period is 1 year before the report was created and the dates arrived at are 30th Apr 2021 to 30th Apr 2022.
Comparison with the same date and month, but in the previous year: Similar to the above option, we consider the same span of time, but one year ago (irrespective of how long the period is). So, in the current example, if the reporting period is 01st May 2022 to 31st May 2023, the past period would be 01st May 2021 to 31 May 2022.
⚠️ This option is available only when the reporting period is 1 year or less.
Organization Engagement Score
📌 Applies only to Tenure, Pre-exit and Post exit
Organization Engagement score is the combined response of all employees in the organization for the stated period. The formula used to compute organization response is the same as above.
💡 For instance, if 100 people are part of the organization and 30 people in your department, and assume everyone got at least 1 chat.
Engagement Score is calculated using chats sent to 30 people in your department. Organization Engagement Score is calculated using chats sent to all 100 people in the organization.