1、DATA SNAPSHOTDATA SNAPSHOT2024 Employee Experience Trends:AmericasDr.Cecelia Herbert,PsyD,XMPPrincipal XM CatalystDr.Antonio Pangallo,PhDPrincipal XM ScientistTalia QuaadgrasResearch Program ManagerOctober Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTKEY FINDINGS IN THIS R

2、EPORTAs part of Qualtrics global employee study,employees from 32 countries rated their current work experiences across several components.From this study,we analyzed the five key performance indicators(Engagement,Inclusion,Well-Being,Intent to Stay,and Experience v Expectations)for employee experie

3、nce as well as the top seven drivers of Engagement in each country.In this snapshot,we share the metrics from the Americas.We found that:+KPI ratings vary by country.Employee Well-Being ratings span 19 percentage-points in this region,the greatest variation of all KPIs.Intent to Stay ratings have th

4、e smallest gap,spanning 11 percentage-points across the seven countries measured in this region.+Brazilian employees report the highest Intent to Stay.The majority of Brazilian employees(72%)have expressed an intention to stay working with their current employer for 3 years or more.Employers in Chil

5、e should expect the most turnover as 61%of employees in this country report Intent to Stay with their current employer for at least 3 years.+Mexican employees report the greatest change in employee experience since 2021.Since 2021,Mexicos five KPI metrics have changed on average 4 percentage-points,

6、the most of any country in this region.The ratings Canadian employees provide,meanwhile,have deviated the least,shifting by 3.4 percentage-points.+Professional development is a top driver of employee engagement.Six of the seven American countries in this study selected I feel that my career goals ca

7、n be met at this organization as a top driver of employee engagement,and another four have it in their top five drivers.All seven countries include I am encouraged to develop new and better ways of serving customers in their top drivers of Engagement as well.+American employees changed their Experie

8、nce v Expectations ratings the most since 2021.Of the five KPIs,Experience v Expectations saw the biggest rating change since 2021,shifting on average 7 percentage-points in the countries included in both studies.Employee Well-Being ratings deviated the least over the same period,with an average cha

9、nge of just 0.5 percentage-points.Executive SummarySTUDY KEY FACTSSTUDY KEY FACTS Global employee study Online panel 32 countries 36,872 employees Conducted in July of Copyright 2023 Qualtrics.All rights reserved.STUDY OVERVIEW STUDY OVERVIEW The data for this report comes from a global employee stu

10、dy that Qualtrics conducted in the third quarter of 2023.Using an online survey,Qualtrics collected data from 36,772 employees across 32 countries/regions:Argentina,Australia,Brazil,Canada,Chile,Colombia,France,Germany,Hong Kong(China),India,Indonesia,Italy,Japan,Malaysia,Mexico,the Netherlands,New

11、Zealand,the Philippines,Poland,Singapore,South Africa,South Korea,Spain,Sweden,Switzerland,Republic of China(Taiwan),Thailand,Turkey,the United Arab Emirates,the United Kingdom(excluding the Republic of Ireland),the United States,and Vietnam.Qualtrics surveyed approximately400 employees from Poland,

12、South Africa,and Switzerland.500 employees from Chile,Indonesia,Malaysia,the Philippines,Taiwan,and Vietnam.1,000 employees from Argentina,Brazil,Canada,Colombia,Hong Kong,Italy,Mexico,the Netherlands,New Zealand,Singapore,South Korea,Spain,Sweden,Thailand,Turkey,and the UAE.2000 employees from Aust

13、ralia,France,Germany,India,Japan,and the UK.4000 employees from the United States.2024 Employee Experience Trends:AmericasFIGURES IN THE REPORTFIGURES IN THE REPORT1.KPI Questions2.Employee Experience KPIs:Global3.Well-Being by Country4.Inclusion by Country5.Engagement by Country6.Intent to Stay by

14、Country7.Experience v Expectations by Country8.Employee Experience KPIs:Argentina 9.Employee Experience KPIs:Brazil10.Employee Experience KPIs:Canada11.Employee Experience KPIs:Chile12.Employee Experience KPIs:Colombia13.Employee Experience KPIs:Mexico14.Employee Experience KPIs:United States15.Enga

15、gement Drivers IndexMCopyright 2023 Qualtrics.All rights reserved.KPI QuestionsAll item responses were provided on a 5 point Likert scale.For the first four metrics,we asked employees the degree to which they agree with(Strongly disagree,Disagree,Neither agree nor disagree,Agree,Strongly agree)the b

16、elow statements.Response scales for the last two metrics,Intent to Stay and Expectations,are listed with their statement.Engagement:My work gives me a feeling of personal accomplishment(Accomplish)I would recommend this company to people I know as a great place to work(Recommend)The company I work f

17、or motivates me to contribute more than is normally required to complete my work(Motivate)Inclusion:I feel as if I belong at this company(Belonging)I can be myself at this company(Authenticity)At this company,everyone can succeed to their full potential,no matter who they are(e.g.,all ages,cultural

18、backgrounds,genders,races,religions,etc.)(Equity)Well-Being:I feel energized at work(Energy)I feel positive about myself at work(Positivity)I have trusting relationships at work(Relationships)Intent to Stay:I intend to keep working at this company for(6 months or less/Over 6 months,up to 1 year/Over

19、 1 year,up to 3 years/Over 3 years,up to 5 years/Over 5 years)Expectations:Overall,to what extent does your experience working at this company meet your expectations?(Far below expectations/Below expectations/Meets expectations/Exceeds expectations/Greatly exceeds expectations)EMPLOYEE EXPERIENCE KE

20、Y PERFORMANCE INDICATOR QUESTIONSCopyright 2023 Qualtrics.All rights reserved.Metrics reported are%-favorable the percentage of responses rated 4+on the 5-point scale.KEY TAKEAWAYSEmployee Experience KPIs:GlobalTop 7 Drivers of EngagementIn 20242024 Employee Experience Key Performance Indicators:Glo

21、balRankDriverRating1Processes73%2Encouraged Better Serve70%3Proud Efforts67%4Career Goals66%5Opportunities Learn&Dev70%6Skills79%7Believe74%38%65%68%72%73%Experience vsIntent to StayEngagementWell-BeingInclusionABOUTCopyright 2023 Qualtrics.All rights reserved.30%35%40%45%50%55%60%65%70%75%80%202120

22、21202220222023202320242024KPIs 2021-20240-1-5+2+6Well-BeingInclusionEngagementIntent to StayExperience v ExpectationsBase:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global Study3 year%-pt changeThis data shows the rating for five employee experience KPI rati

23、ngs in 2021-2024 and the top 7 drivers of the Engagement KPI in 2024 globally.The metrics reported represent%favorable ratings(4+out of 5).See appendix for the wording of driver items.+Inclusion is the top-rated EX KPI globally,at 73%.Experience v Expectations is the lowest-rated,at 38%having their

24、expectations exceeded.+Sixty-eight percent of employees rated their engagement favorably,2 percentage-points more than in 2021.The largest change in KPI ratings was for Experience v Expectations,increasing 6 percentage-points from 2021 to 38%.+The top driver of Engagement globally is this organizati

25、ons processes enable me to effectively meet my customers needs.Seventy-three percent of employees agree with this statement.Well-Being by CountryWell-Being by Country66%72%74%77%78%85%85%CanadaChileUnited StatesArgentinaBrazilColombiaMexicoKEY TAKEAWAYS+Mexico and Colombia have the highest employee

26、Well-Being ratings in the Americas,at 85%.+Canadians provided the lowest employee Well-Being rating in the region(66%),while Chilean employees provided the second-lowest rating at 72%.ABOUTThis chart shows the Well-Being rating for all countries in the ACopyright 2023 Qualtrics.All rights reserved.B

27、ase:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyInclusion by CountryInclusion by Country71%71%73%76%78%82%84%CanadaChileArgentinaBrazilUnited StatesColombiaMexicoKEY TAKEAWAYS+Mexico has the highest Inclusion ratings in the Americas,at 84%favorabl

28、e.+Canadian and Chilean employees provided the lowest Inclusion ratings in the region(71%).ABOUTCopyright 2023 Qualtrics.All rights reserved.This chart shows the Inclusion ratings for all countries in the Americas.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Tre

29、nds Global StudyEngagement by CountryEngagement by Country67%67%68%73%78%79%81%CanadaChileArgentinaUnited StatesBrazilColombiaMexicoKEY TAKEAWAYS+Mexico has the highest Engagement ratings in the Americas,at 81%favorable.+Chilean and Canadian employees provided the lowest Engagement ratings in the re

30、gion(61%),followed by Argentinian employees(68%).ABOUTCopyright 2023 Qualtrics.All rights reserved.This chart shows the Engagement ratings for all countries in the Americas.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyIntent to Stay by Country

31、Intent to Stay by Country61%62%62%64%64%68%72%ChileColombiaUnited StatesArgentinaCanadaMexicoBrazilKEY TAKEAWAYS+Brazilian employees report the highest intent to stay at their organization for 3 or more years,with an Intent to Stay rating of 72%favorable.+Chilean employees provided the lowest Intent

32、 to Stay rating in the region(61%),followed by Colombian and US employees(62%).ABOUTCopyright 2023 Qualtrics.All rights reserved.This chart shows the Intent to Stay ratings for all countries in the Americas.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Glo

33、bal StudyExperience v Expectations by CountryExperience v Expectations by Country31%34%36%40%41%49%49%ArgentinaCanadaChileColombiaBrazilMexicoUnited StatesKEY TAKEAWAYS+US and Mexican employees have the highest propensity to say their experience working at their organization exceeds their expectatio

34、ns,with a rating of 49%.+Argentinian employees provided the lowest Experience v Expectations rating in the region(31%),followed by Canadian employees(34%).ABOUTCopyright 2023 Qualtrics.All rights reserved.This chart shows the Experience v Expectations ratings for all countries in the Americas.Base:3

35、6,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyKEY TAKEAWAYSEmployee Experience KPIs:ArgentinaTop 7 Drivers of EngagementIn Argentina,20242024 Employee Experience Key Performance Indicators:Argentina31%64%68%73%77%Experience vIntent to StayEngagementI

36、nclusionWell-Being+Employee Well-Being is the top-rated KPI in Argentina,at 77%favorable.Experience v Expectations is the lowest-rated,at 31%.+Sixty-eight percent of Argentinian employees rate their engagement favorably,5 percentage-points fewer than in 2023.The largest change in KPI ratings was for

37、 Experience v Expectations,dropping 7 percentage-points from 2023 to 31%.+The top driver of Engagement in Argentina is my career goals can be met at this organization.Sixty-six percent of Argentinian employees agree with this statement.ABOUTCopyright 2023 Qualtrics.All rights reserved.20%20%30%30%40

38、%40%50%50%60%60%70%70%80%80%90%90%2023202320242024Argentina KPIs 2023-2024-5-3-2-4-7Well-BeingInclusionEngagementIntent to StayExperience v Expectations1 year%-pt changeThis data shows the five employee experience KPI ratings in 2021-2024 and the top 5 drivers of the Engagement KPI in 2024 in Argent

39、ina.Data was not collected on Argentinian KPIs in 2021-2022.RankDriverRating1Career Goals66%2Safe Work80%3Encouraged Better Serve68%4Believe71%5Adapt Change66%Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global Study30%30%40%40%50%50%60%60%70%70%80%80%90%

40、90%20212021202220222023202320242024-1-1-1KEY TAKEAWAYSEmployee Experience KPIs:BrazilTop 7 Drivers of EngagementIn Brazil,20242024 Employee Experience Key Performance Indicators:Brazil41%72%76%78%78%Experience vIntent to StayInclusionEngagementWell-BeingABOUTCopyright 2023 Qualtrics.All rights reser

41、ved.Brazil KPIs 2021-2024-5-10Well-BeingInclusionEngagementIntent to StayExperience v Expectations+Employee Well-Being is the top-rated KPI in Brazil,at 78%favorable.Experience v Expectations is the lowest-rated,at 41%.+Seventy-eight percent of Brazilian employees rate their engagement favorably,1 p

42、ercentage-point fewer than in 2021.The largest change in KPI ratings was for Experience v Expectations,decreasing 10 percentage-points from 2021 to 41%.+The top driver of Engagement in Brazil is my career goals can be met at this organization.Seventy-four percent of Brazilian employees agree with th

43、is statement.3 year%-pt changeThis data shows the five employee experience KPI ratings in 2021-2024 and the top 5 drivers of the Engagement KPI in 2024 in Brazil.RankDriverRating1Career Goals74%2Opps Learn&Dev79%3Proud Efforts79%4Understand Affect Work73%5Encouraged Better Serve82%Base:36,872 employ

44、ees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyKEY TAKEAWAYSEmployee Experience KPIs:CanadaTop 7 Drivers of EngagementIn Canada,20242024 Employee Experience Key Performance Indicators:Canada34%64%66%67%71%Experience vIntent to StayWell-BeingEngagementInclusionABO

45、UTCopyright 2023 Qualtrics.All rights reserved.25%25%30%30%35%35%40%40%45%45%50%50%55%55%60%60%65%65%70%70%75%75%20212021202220222023202320242024Canada KPIs 2021-2024+50+1+6Well-BeingInclusionEngagementIntent to StayExperience v Expectations+Inclusion is the top-rated KPI in Canada,at 71%favorable.E

46、xperience v Expectations is the lowest-rated,at 34%.+Sixty-seven percent of Canadian employees rate their engagement favorably,5 percentage-points more than in 2021.The largest change in KPI ratings was for Experience v Expectations,increasing 6 percentage-points from 2021 to 34%.+The top driver of

47、Engagement in Canada is the organizations processes enable me to effectively meet my customers needs.Seventy-two percent of Canadian employees agree with this statement.3 year%-pt changeRankDriverRating1Processes72%2Career Goals67%3Proud Efforts68%4Encouraged Better Serve68%5Snr Leader Feedback56%6C

48、ompany Support65%7Confident59%+5This data shows the five employee experience KPI ratings in 2021-2024 and the top 7 drivers of the Engagement KPI in 2024 in Canada.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyKEY TAKEAWAYSEmployee Experience K

49、PIs:ChileTop 7 Drivers of EngagementIn Chile 20242024 Employee Experience Key Performance Indicators:Chile36%61%67%71%72%Experience vIntent to StayEngagementInclusionWell-BeingABOUTCopyright 2023 Qualtrics.All rights reserved.Chile KPIs 2021-2024Well-BeingInclusionEngagementIntent to StayExperience

50、v Expectations+Employee Well-Being is the top-rated KPI in Chile,at 72%favorable.Experience v Expectations is the lowest-rated,at 36%.+The top driver of Engagement in Chile is I am proud of this organizations efforts to have a positive impact on the world.Sixty-one percent of Chilean employees agree

51、 with this statement.RankDriverRating1Proud Efforts61%2Career Goals65%3Treated81%4Encouraged Better Serve71%5Positive Change53%2021202220232024Data not availableThis data shows the five employee experience KPI ratings and the top 5 drivers of the Engagement KPI in 2024 in Chile.Data was not collecte

52、d on Chilean KPIs in 2021-2023.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global StudyKEY TAKEAWAYSEmployee Experience KPIs:ColombiaTop 7 Drivers of EngagementIn Colombia,20242024 Employee Experience Key Performance Indicators:Colombia40%62%79%82%85%Exp

53、erience vIntent to StayEngagementInclusionWell-BeingABOUTCopyright 2023 Qualtrics.All rights reserved.Colombia KPIs 2023-2024Well-BeingInclusionEngagementIntent to StayExperience v Expectations+Employee Well-Being is the top-rated KPI in Colombia,at 85%favorable.Experience v Expectations is the lowe

54、st-rated,at 40%.+Seventy-nine percent of Colombian employees rate their Engagement favorably,3 percentage-points lower than in 2023.The largest year-on-year change in KPI ratings was for Experience v Expectations,decreasing 6 percentage-points to 40%.+The top driver of Engagement in Colombia is my c

55、areer goals can be met at this organization.Seventy-five percent of Colombian employees agree with this statement.This data shows the five employee experience KPI ratings in 2023-2024 and the top 5 drivers of the Engagement KPI in 2024 in Colombia.Data was not collected on Colombian KPIs in 2021-202

56、2.RankDriverRating1Career Goals75%2Encouraged Better Serve82%3Processes87%4Safe Work86%5Continually Improve74%30%30%40%40%50%50%60%60%70%70%80%80%90%90%2023202320242024-2-10-61 year%-pt change-3Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global Study30%3

57、0%40%40%50%50%60%60%70%70%80%80%90%90%20212021202220222023202320242024KEY TAKEAWAYSEmployee Experience KPIs:MexicoTop 7 Drivers of EngagementIn Mexico,20242024 Employee Experience Key Performance Indicators:Mexico49%68%81%84%85%Experience vIntent to StayEngagementInclusionWell-BeingABOUTCopyright 20

58、23 Qualtrics.All rights reserved.3 year%-pt changeMexico KPIs 2021-2024+1+1+1+1+16Well-BeingInclusionEngagementIntent to StayExperience v Expectations+Employee Well-Being is the top-rated KPI in Mexico,at 85%favorable.Experience v Expectations is the lowest-rated,at 49%.+Eighty-one percent of Mexica

59、n employees rate their Engagement favorably,1 percentage-point more than in 2021.The largest change in KPI ratings was for Experience v Expectations,increasing 16 percentage-points from 2021 to 49%.+The top driver of Engagement in Mexico is the organizations processes enable me to effectively meet m

60、y customers needs.Eighty-four percent of Mexican employees agree with this statement.RankDriverRating1Processes84%2Encouraged Better Serve83%3Career Goals80%4Future82%5Opps Learn&Dev81%This data shows the five employee experience KPI ratings from 2021-2024 and the top 5 drivers of the Engagement KPI

61、 in 2024 in Mexico.Base:36,872 employees across 32 countriesSource:Qualtrics Employee Experience 2024 Trends Global Study30%30%35%35%40%40%45%45%50%50%55%55%60%60%65%65%70%70%75%75%80%80%20212021202220222023202320242024KEY TAKEAWAYSEmployee Experience KPIs:United StatesTop 7 Drivers of EngagementIn

62、United States,20242024 Employee Experience Key Performance Indicators:United States49%62%73%74%78%Experience vIntent to StayEngagementWell-BeingInclusionABOUTCopyright 2023 Qualtrics.All rights reserved.3 year%-pt changeUnited States KPIs 2021-2024+2+1-3+1+11Well-BeingInclusionEngagementIntent to St

63、ayExperience v Expectations+Inclusion is the top-rated KPI in the United States,at 78%favorable.Experience v Expectations is the lowest-rated,at 49%.+Seventy-three percent of US employees rate their Engagement favorably,2 percentage-points more than in 2021.The largest change in KPI ratings was for

64、Experience v Expectations,increasing 11 percentage-points from 2021 to 49%.+The top driver of Engagement in the United States is the organizations processes enable me to effectively meet my customers needs.Seventy-seven percent of US employees agree with this statement.RankDriverRating1Processes77%2

65、Future76%3Skills81%4Proud Efforts74%5Believe80%6Encouraged Better Serve74%7Opps Learn&Dev75%This data shows the five employee experience KPI ratings from 2021-2024 and the top 5 drivers of the Engagement KPI in 2024 in the United States.Base:36,872 employees across 32 countriesSource:Qualtrics Emplo

66、yee Experience 2024 Trends Global StudyEngagement Drivers IndexThrough regressions,we found the top seven drivers of the engagement KPI for each country in 2024.Statements for each driver are summarized below:EMPLOYEE EXPERIENCE ENGAGEMENT DRIVERSCopyright 2023 Qualtrics.All rights reserved.DriverSt

67、atementAction Soc RespThis organization is taking action to be socially responsible(e.g.,supporting community events,charitable causes etc.)Adapt ChangeI feel supported in my efforts to adapt to organizational changesBelieveI believe in the organizations valuesBenefits Meet NeedsThe employee benefit

68、s I have meet my needsCareer DiscussI have meaningful discussions with my manager about my career developmentCareer GoalsOverall,I feel that my career goals can be met at this organizationCaresMy manager cares about my well-beingChallenge TraditionAt this organization,I can challenge the traditional

69、 ways of doing thingsCompany SupportThis organization supports my efforts to balance my work and personal lifeConfidentI have confidence in senior leadership to make the right decisions for this organizationContinually ImproveThis organization continually improves the way work gets doneCooperate Job

70、 DoneThe people I work with cooperate to get the job doneEncouraged Better ServeI am encouraged to develop new and better ways of serving customersEnv PracticesThis organization fosters environmentally friendly practices(e.g.recycling,paperless culture,saving energy)Everyone SameAt this organization

71、,everyone is held to the same ethical standardsFlexibilityI have the flexibility I need in my work schedule to meet both work and personal needsFutureI believe this organization has an outstanding futureDriverStatementLinkI can see a clear link between my work and this organizations strategic object

72、ivesLink PerformanceMy pay is clearly linked to my performanceMeaningfulI receive meaningful recognition when I do a good jobOpen HonestThere is open and honest communication at this organizationOpps Learn&DevI have good opportunities to learn and develop at this organizationPhysical WorkspaceMy phy

73、sical workspace allows me to be productivePositive ChangeI have seen positive changes as a result of previous surveysProcessesThis organizations processes enable me to effectively meet my customers needsProductiveThe work processes at this organization allow employees to be as productive as possible

74、Proud EffortsI am proud of this organizations efforts to have a positive impact on the worldReport UnethicalI know how to report suspected unethical business practicesSafe WorkI feel safe while I am at workSkillsMy job makes good use of my skills and abilitiesSnr Leader Feedback Senior leadership re

75、sponds to feedback from employeesTreatedI am treated with respect at workUnderstand Affect WorkThis organization does a good job of helping me understand how changes will affect my workAUTHORSAUTHORSCecelia Herbert,PsyD,XMP Principal XM CatalystAntonio Pangallo,PhD Principal XM ScientistTalia Quaadg

76、ras Research Program ManagerPUBLICATION DATEPUBLICATION DATEOctober 2023MethodologyDATA CALCULATIONDATA CALCULATIONScores for each KPI component and driver are calculated by combining the total number of respondents that selected the top two choices(agree&strongly agree/over three years&over five ye

77、ars/exceeds&greatly exceeds expectations)and dividing by the total number of respondents.Metrics for Engagement,Inclusion,and Well-Being are then calculated by averaging the three components.Data for the 2021,2022,and 2023 KPIs come from the Qualtrics Employee Experience Trends Global Study from eac

78、h respective year.Data may not be available for certain countries in certain years depending on their sample availability.Figure 1 is calculated by finding the score for each KPI and driver across all 32 countries(referred to as global)included in this study.Figures 2-6 are calculated by finding each metrics rating for each country in the ACopyright 2023 Qualtrics.All rights reserved.