Leadership Lab · Monthly reportMonth 2 of 3 · Customer Success team · Prepared for HR and Finance
Customer Success team, month 2
Team Engagement Index6.4 / 10+0.9 vs baseline 5.5
Friction hours lost, per person per week4.1down from 6.8 at baseline
Estimated cost of disengagement, annualised$168kdown from $241k at baseline · $73k recovered
Pulse response rate91%steady, 3 rotating questions a week
Trend, weekly
Engagement indexFriction hours per person
Heatmap, ten dimensions
Operational traction
5.9Friction7.6Alignment6.8Goal clarity
Performance enablement
7.9Challenge6.1Enablement7.7Capability4.8Growth
Psychological engagement
7.5Role significance6.2Voice4.9Recognition6.6Manager support7.4Belonging
Cost of disengagement, against baseline
| Line | Baseline | This month | Change |
|---|---|---|---|
| Lost productivity | $138k | $92k | −$46k |
| Friction hours (tools and process) | $41k | $25k | −$16k |
| Preventable turnover risk | $44k | $36k | −$8k |
| Manager time absorbed by people problems | $18k | $15k | −$3k |
| Total, annualised | $241k | $168k | −$73k |
Measured from the team's own pulse answers, priced at the team's average loaded salary. Method: mind.us/resources/cost-of-disengagement-method.
What the coaching is working on
Leader development focus (from the Lumina Leader 360)
- Coaches and develops others: moved from directing to asking. Weekly 1:1s now have a development question in them.
- Provides clear direction: priorities set on Monday and held all week. Goal clarity up 1.4 since baseline.
- Recognition is the open gap. J. rates it higher than the team does. This month's work.
Three recommendations for HR
- Fix the two tool blockers named in the friction question (ticketing handoffs, approvals). Worth about $16k a year on their own and outside the coaching's control.
- Growth scores 4.8: two team members have no development conversation on record. Agree a path for each before month 3.
- Hold the pilot decision until the day-90 review; the trend is clear but recognition needs one more month to show in the numbers.
"The Monday priorities thing sounds small. It is the first time in a year I have known what matters this week." Anonymous pulse comment, week 6.
Next month
Coaching: recognition habits and delegation. Pulse: full 13-question set in week 12 for the day-90 comparison. Report 3 includes the day-90 review and a recommendation on rolling to the next team leader.
Mind Shift · Leadership Lab · Confidential to the client · Team-level data only, minimum five respondents, no individual responses are ever shownmind.us/teams