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?
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 employees 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’.
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 type of data, 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, Chats Sent between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
The content is subject to change based on the configurations selected at the time of report generation.
💡 Note:
There can be multiple permutations and combinations for the title of the slide from the three data sources (Tenure, Pulse, and Exit) and from the various metrics on the Dashboard.
Multiple slides can also have the same title but with varying data depending on how the individual slides are configured at the time of report generation
2. Participation Size
This refers to the number of people who have received one or more chats from the total number of people who meet the demographic and filter criteria configured at the time of report generation
In the example above, 1364 represents the number of people within the user’s access who have been sent one or more chats, whereas 3024 is the total number of people in the user’s access. These numbers will be impacted by the demographic and data filters applied at the time of configuring the report
3. Chats Completed
This refers to the total number of chats that were completed by the recipients for the selected criteria in the given time period.
In the example above, 2,303 chats have been completed by 3307
It is essential to note that any person could have completed multiple chats within the pre-defined criteria, and it is not mandatory that every person in this group would have received or completed the same number of chats.
4. Engagement Score
The Engagement Score is calculated as follows:
Where,
The Average Mood Score is calculated as
The Average Driver Score is calculated as
💡 Note:
To compute the Engagement Score, only completed chats are considered.
A chat is complete when all mandatory questions of the reach-out have been answered. This does not include responses to follow-up questions
4.1 Past Period Comparison
The past period comparison allows you to compare the average Engagement Score for the given criteria to that of a previous period to better understand the difference in Engagement Scores.
Delta = Engagement Score of the current period - Engagement Score of the past period.
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, if the reporting period is 01st May 2022 to 31st May 2023, the past period would be 01st May 2021 to 31 May 2022.
5. Organization Engagement Score
Organization Engagement Score is the score of all employees in the organization for the stated period.
Organization Engagement scores are calculated based on your chosen employee status (current, ex) and date filters. Only completed chats are considered for this metric.
💡 For instance, if 100 people are part of the organization and 30 people are in your department, and assume everyone completed at least 1 chat.
Engagement Score is calculated using the chats sent to 30 people in your department.
Organization Engagement Score is calculated using the chats sent to all 100 people in the organization using the same formula.*
6. Engagement Score Trend
Engagement Score trend is a visual representation of how Engagement Score changes over time. The line graph shows the Engagement Score for each time period along with the number of chats completed.
The Horizontal axis represents the time period in which the chats were completed. The Time Period can be represented t in months, quarters, or years.
💡 Note:
The horizontal axis or the time period for the Engagement can be changed at the time of configuring the slides
Monthly representation is available for up to 15 months, quarterly representation for up to 15 quarters, and yearly representation for up to 15 years.
The monthly option is available for reports having 15 months or lesser. Quarterly option is available for reports of more than 6 months and less than 45 months. The yearly option is available for reports spanning 2 years and more.
The Engagement Score trend can also be represented as a Normal or Cumulative trend.
💡 Normal vs. Cumulative Trend
The Normal trend shows the Engagement Score for the chats in the specified month, quarter, or year.
Whereas, Cumulative trend shows the Engagement Score considering all completed chats up to the specified month, quarter, or year.