PESTLE FORCE

MBA 687: US Branch Overview

• U.S. annual profit in 2020: $459,680 • Jump in U.S. annual sales in 2020 7.8% • Labor cost 30% of total revenue ($1M) • Benefits accounted for 29.9% of total employer costs for an employee's

compensation o Benefits include paid leave, supplemental pay, insurance, retirement, and

savings plans and legally required payments like FICA. o As mandated by the Affordable Care Act (ACA), companies with more

than 50 full-time employees must offer a company health plan or pay a tax penalty.

o Medical and HRA cost $41,160 annually. Delaware Small Business Data

# of small businesses in DE 82,212 # of small business employees in DE 187,556 % of employees working in small business 46.9% % of small business profitability in the United States 40% % of small business CEOs concerned about growing revenues 23% Average turnover small business (voluntary) 45% Average call center turnover (voluntary) 30-40% Average tenure of an employee in the United States 4.2 years % of small business owners concerned about recruiting and retaining talent

16%

Engagement Employee Net Promoter Score (eNPS): -10

• An eNPS score can range anywhere from -100 to 100 New Hire 90-Day Failure Rate: 46% of newly hired employees fail within 12 months

• Total turnover rate: 28.8% • Of all employee turnover, 70% is voluntary • Retirements account for 1% • Older individuals tend to stay at the same job for longer periods than

younger employees o High-Tech Industry Turnover: 20.9% o Services Industry Turnover: 20.9% o Average call center turnover (voluntary): 30–40% o Average small business turnover (voluntary): 45%

Potential Causes of Turnover • Low company morale • Lack of opportunities for training and career growth • Work-life imbalance • Poor management or leadership practices • Poor communications

Employee turnover costs a company 21% of the employee's salary. The replacement cost per employee is $4,100 per employee. Demographics 1. Years of service with the job role

• Executive Leadership (VP): 7 years • Manager (Director/Manager, Accounting, Sales, CS): 3.33 years average • Lead Specialist/Key Expert (Coordinators/Team Leaders-Payroll, CS, Shipping

and Receiving): 1.76 years average • Senior Level Specialist (Business Development Executive, Executive Office

Administrator, Senior CS Specialist, Senior Sales Account Specialist): 1.26 years average

• Mid-Level Specialist (CS Specialist II, Business Development Specialist), 1.0 years

• Entry Level Specialist (CS Specialist I, Accounting Specialist, AR and AP, Office Specialist I, Sales Account Specialist I): 0.75 years average

2. Years of service with this branch

Less than 1: 52.5% of respondents 1–2: 27.5% of respondents 3–5: 15% of respondents 6–10: 2.5% 11–15: 0 16+: 0 Prefer not to answer: 2.5%

3. Years of service by age group

Ages 20–24: 1.2 years Ages 25–34: 1.4 years Ages 35–44: 3.9 years Ages 45–54: 4.1 years Ages 55–64: 4.7 years Ages 65+ 0.0 years

4. Percentage of employees by age group

Ages 20–24: 45% Ages 25–34: 35% Ages 35–44: 10% Ages 45–54: 5% Ages 55–64: 5% Ages 65+ 0%

5. Percentage of employees by gender identity

Male 30% Female 55% Non-binary 10% Other 5%

6. Race/ethnic identification

African American or Black: 60% of respondents Hispanic or Latino/a/x: 12.5% of respondents Anglo American or White: 12.5% of respondents Asian: 5% of respondents American Indian or Pacific Islander: 0 Multiracial or Other: 7.5% of respondents Prefer not to answer: 2.5% of respondents

Organization Chart