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  • Writer's pictureJohnny Knatt

The ROI on Emotional Intelligence

Investing in Emotional Intelligence (EI) can have a significant impact on an organization's bottom line by reducing turnover, improving employee retention, and increasing customer satisfaction. Here's a clear return on investment (ROI) analysis to illustrate these benefits:


Reduced Turnover:

Cost of turnover: Calculate the average cost incurred when an employee leaves the organization. This includes recruitment expenses, onboarding, training, and lost productivity during the transition period.

Example: If the cost of turnover for an average employee is $10,000, and your organization experiences 10 turnovers per year, the annual cost of turnover would be $100,000.


EI Investment:

Implement EI training and development programs for employees and leaders.

Estimate the cost of implementing EI training, e.g., $5,000 per employee.

ROI Calculation:

Calculate the reduction in turnover after implementing EI training.

If the turnover rate decreases from 10 to 6 employees per year, you save $40,000 ($10,000 x 4) annually.

Subtract the cost of EI training ($5,000 per employee x 10 employees) for an annual investment of $50,000.

ROI = ($40,000 - $50,000) / $50,000 = -20%

A negative ROI in this case indicates a net loss. However, this doesn't take into account the indirect benefits of improved employee retention and their impact on productivity and morale.


Improved Employee Retention:

Calculate the productivity gains from employees staying longer in their roles.

Consider the value of institutional knowledge retained and the potential for internal promotions.

Assess the increase in overall workforce morale and engagement.

ROI Calculation:

While it's challenging to quantify these benefits precisely, they can be significant in the long term and should be considered as part of the overall ROI.


Increased Customer Satisfaction:

Measure customer satisfaction through surveys, feedback, and retention rates before and after implementing EI training.

Calculate the value of increased customer loyalty and repeat business.


EI Investment:

Suppose the increase in customer satisfaction leads to a 10% increase in customer retention, resulting in an additional $100,000 in annual revenue.

ROI Calculation:


Subtract the cost of EI training ($5,000 per employee x 10 employees) for an annual investment of $50,000.

ROI = ($100,000 - $50,000) / $50,000 = 100%

In this scenario, investing in EI training shows a positive ROI of 100%. This indicates that for every dollar spent on EI training, your organization gains an additional dollar in revenue through increased customer satisfaction and retention.


Overall, while the initial ROI for turnover reduction may not be positive, when considering the broader impacts on employee retention and customer satisfaction, investing in Emotional Intelligence can lead to a substantial positive effect on the bottom line over time. It's essential to consider the long-term benefits of EI training when evaluating the return on investment.

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