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This programme is based in the research undertaken by the “Gallup Organisation” into the affect good employee engagement has in relationship to strong customer satisfaction. Gallup determined that without strong employee engagement within the organisation there is little or no chance of staff providing high levels of customer service.
The level of employee engagement is determined through a series of 12 questions, which focus on a “Hierarchical” scale of the employees needs and wants and is based on how the employees respond to each question. The responses to these questions determine employee engagement in three levels, Engaged, Not Engaged, Actively Disengaged.