Employee Engagement Study

Maritz Research 2012 Employee Engagement Study.

Watch the 2012 Maritz Research Employee Engagement Study video to hear Rick Garlick talk about the study and see how one company is getting it right.

Do unhappy customers make for unhappy employees?

Our Maritz® Poll of nearly 2,900 employees found that while most enjoy interacting with customers, they often feel their hands are tied by corporate policies that focus on the bottom line rather than the customers they serve.

According to the survey:

  • 8 % say their company’s policies and procedures make it easy to satisfy customers
  • 13 % say they have the authority they need to respond promptly to customer problems and requests

View the official news release here.


The Maritz® Poll found that employee satisfaction has declined from last year’s already low ratings. Workplace trust has hit a low, which leads to disengagement from senior leaders, co-workers, and customers.  It remains low, although it seems like it may have hit bottom. 

Employees in the financial services and hospitality sectors seem to be doing a bit better off than others, but there is still much work to be done.  It may be that companies are trying to do more with less. The study also found very few employees feel rewarded or recognized for providing good customer service.  Workplace recognition is one of the poorest rated areas overall in the survey.

However, some companies are doing it right.  They begin with a strong mission that attracts people with similar values. They hire well, have a strong management culture, provide meaningful recognition and developmental opportunities.  These companies are fairly rare, but undoubtedly the most effective at engaging employees and customers. 

View the complete Executive Summary here.


Maritz Research conducted an online poll of 2,879 full-time working Americans, age 18 years or older who were not self-employed. The study included an oversample of hospitality and financial services employees, although the results reported in general are based on a diverse group of employees from a wide variety of business sectors. The results presented have a maximum margin of sampling error of +/-3%.

 Who can talk about the survey?

Michael Matza, Senior Strategist Financial Services, Maritz Research



Related Content

How Clean is Clean? Evaluating the Relevancy of Quality Assurance Evaluations

Learn more

To Invest or Not to Invest? Determining the ROI of Hotel Enhancements

A topic of discussion among hoteliers is the extent they should be investing in wholesale upgrades to their properties on the heels of the Great Recession. While the economic picture seems to be improving, strictly enforcing property upgrades, renovations, or enhancements, particularly for franchised, or non-corporately owned properties, is still difficult to sell in many cases.

Learn more

Hospitality News: Hotel Guest Satisfaction: Do you understand who loves what and why?

Examining gender, age and income differences

Learn more

Segmentation Can Help Put Your Brand in a Class by Itself -
A Hospitality Study

By implementing a market segmentation study, Maritz Research helped a hospitality client better define its brand. The client had been operating without a clear strategy for its primary brand; the company knew how advertising dollars were being spent but not how that translated into brand awareness or revenue. Following brand and advertising awareness surveys, a new strategic plan was written that the company is still following today.

Discover how segmenting makes all the difference.