As an outcome, it relates to other outcomes like retention, productivity, and profitability and to varying degree customer satisfaction. It likely results from an accumulation of daily events that create a general impression of the company. We know people who are satisfied with their company are proud, more likely to stay, advocates of their company as a place to work and its products and services. Engagement relates to satisfaction and loyalty, but also explains unique information related to how individuals perceive their daily work life within their workgroup. And, the Q12 defines the actionable pieces of engagement.
Engagement leads to satisfaction or loyalty, which relates to performance.
They are somewhat overlapping and somewhat unique. The least highly related Q12 item to satisfaction is best friend. Both are very important to performance. This group has individuals who are connected to the company, but not getting their needs met in their local workgroup. They may be proud of what the company stands for or produces, or the company's reputation.