Abstract:

This paper reports a case history where an employee loyalty measurement programme contributes to the strategic direction as well as tactical needs of Compass Group, the world's tenth largest employer. It demonstrates how a close partnership between client and research agency led to a number of successes in year one of the survey, including consistent measurement of a global workforce. The paper demonstrates how operational challenges were overcome and concludes with thoughts on how the employee measures are to be combined with service measures, so that predictions of business performance can start to affect real business results.