Inside Banking Report
Inside Banking Report
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A Candid Look Behind the Scores
Employees Feel Good Most Of The Time
Satisfied With Their Relationship With Managers
Drop In The Percentage Of Actively Engaged Employees
Rise In Emotional Exhaustion
20-Point Gap Between The Top And Bottom Performers In Employees’ Overall Well-Being
Why HR Teams and Leaders Choose HeartCount
Banking professionals remain engaged and loyal, yet emotional exhaustion has increased compared to the previous year. Employees are managing through pressure rather than growing through it.
Trust and communication with direct managers continue to score high, and 89% of employees feel heard. However, not everyone feels valued. Feeling heard provides a sense of inclusion, but feeling valued drives loyalty and motivation.
Employees express frustration with limited advancement opportunities and unclear promotion criteria. This could lead to disengaging mid-career professionals, the very group driving everyday banking operations.
Feedback culture has improved, yet many don't feel their feedback is taken into account. This gap between being heard and seeing impact reduces emotional ownership and weakens long-term engagement.
Significant differences in engagement levels across banks
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Eight HeartCount engagement categories show which parts of daily work life enable employees — and which create friction or withdrawal.
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Two advanced risk metrics quantify long-term loyalty and flight risk.
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Voice of the Employee complements scores with direct testimony.
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Employee Engagement Index (EEI) indicates how many employees are fully invested versus those simply getting by.
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Cultural Dimensions assess whether the environment supports sustainable performance.
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Leadership takeaways and recommendations turn data into direction.
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Three Core Drivers — Motivation, Autonomy, Emotional Exhaustion — explain willingness, freedom, and energy to contribute.
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Trends over time highlight improvement or decline.
Data Integrity
From July 2024 to June 2025, more than 10,000 employees at six of Serbia’s largest banks received weekly or bi-weekly surveys. More than 100 core questions contained in our methodology captured both momentary sentiment and long-term patterns.
All data is aggregated and anonymized.
Broad participation, consistent survey cadence, and a mix of quantitative and qualitative data create a robust and representative benchmark of the Serbian banking sector, enabling reliable comparisons across organizations and authentic insights into the employee experience.
Turn insights into action
The 20-point gap between thriving and struggling teams proves one thing: when leaders act on engagement, performance follows.
HeartCount helps you do exactly that by translating real-time sentiment into clear, data-driven action.
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