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Tap on the full potential of your workforce and help them flourish

BI WORLDWIDE’s latest research report, From the Inside Out: Driving Customer Satisfaction Starts With Your Employee Experience, explores insights into how organisations can build a holistic employee experience in order to impact their customer satisfaction in the Singapore, Malaysia, Philippines and Vietnam markets.

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Our research scope

10,000+

Respondents

4

Countries

2,500+

Respondents/country

Understanding the employee experience through eight factors

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Autonomy

Being empowered to make decisions about the day-to-day work scope items

An orange outline of a heart shape surrounds an orange outline of a briefcase, symbolizing a love for work or career.

Meaningful Work

Being assigned responsibilities and tasks that align with my skills and values

An orange outline icon of a medal with a star in the center and a ribbon above it, symbolizing an award or achievement.

Recognition

Recognising and appreciating my efforts, as well as rewarding my achievements

Mastery

Receiving opportunities for continuous learning, skill development and career advancements

An orange outline of three hands coming together in a circle, symbolizing teamwork, unity, or collaboration.

Engagement

Being engaged and motivated most of the time

An orange outline of two mountains, one larger with a flag on its peak, symbolizing achievement or reaching a goal.

Purpose

A value-driven work culture that aligns with my beliefs and motivates me with a clear purpose

An orange outline of a briefcase above three stylized human figures, representing a business team or workforce.

Work Environment

Having a healthy work-life balance and a workplace environment that prioritises my wellbeing

Leadership

Supportive and inclusive leaders who listen attentively, communicate effectively, and provide guidance and mentorship

What the data reveals: Four critical insights shaping employee experience today

INSIGHT 1

Employees do not feel motivated and inspired to give their best at work

On average, only 2 out of 10 employees feel that their organisations are delivering on the set of factors outlined above. For employees to thrive, employers must provide a holistic experience that extends beyond basic factors such as pay and benefits.

Illustration of ten employee icons, with two in orange and eight in blue, highlighting the text: Only 2 out of 10 employees are satisfied with their employee experience.

INSIGHT 2

Employees value autonomy, meaningful work and recognition.

Across all regions, these factors have been rated by employees as the most impactful in motivating them to give their best at work. Yet, employer performance on these key factors is low, indicating that more can be done to address these unmet needs.

Three circular charts show “Expectation vs. Performance” for: Meaningful Work (71% vs. 19%), Autonomy (67% vs. 20%), and Recognition (59% vs. 15%) with colored semicircles on a blue background.

INSIGHT 3

Rewards are misaligned with employee preferences.

When it comes to rewarding and recognising employees, organisations are delivering on factors that are less impactful and missing out on rewards that matter most to employees. In particular, employees prioritise additional vacation days, spot awards, and upskilling and development. However, employers are focusing on low-impact rewards such as company events or dinners, long-term service awards, and team-building activities or retreats.

Two inverted pyramids compare rewards that motivate employees (left, high to low impact) with how often employers give them (right, high to low delivery): vacation days, spot awards, upskilling, team events, long-term awards, company dinners.

INSIGHT 4

For some, the desire to prioritise customer satisfaction is low.

The end goal of any business is to deliver customer satisfaction. However, some employees have reported that customer satisfaction is not a priority for them. For employers, it is critical to help their workforce understand the importance of their roles within the value chain that ultimately contributes to customer satisfaction, no matter how often they interact with the customer.

A table compares customer satisfaction priorities by country (SG, MY, PH, VN) and customer interaction levels. Orange highlights show most Malaysian and some Vietnamese employees rate satisfaction as unimportant with low interaction.

A woman holding a tablet looks at the screen, with a graphical data dashboard featuring charts and graphs displayed beside her.

Download the report and discover how to motivate your employees effectively now.

Want to unlock your workforce’s potential?

The best way to get started is to get in touch.

BI WORLDWIDE is a leading global engagement agency leveraging the principles of behavioural economics to drive measurable business results. We excel in engaging diverse audiences and delivering locally tailored solutions with a global impact, through our comprehensive suite of solutions that spans employee recognition, sales incentives, customer engagement, and more.

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