EMPLOYEE SATISFACTION SURVEYS

Research has concluded that there is a direct correlation between employee satisfaction, customer service (internal and external), and customer satisfaction. Employee surveys will help determine training requirements, policy enhancements, and key issues of concern so that time and effort is not directed toward lesser important issues. We offer these services using traditional paper surveys or we can design an instrument that can be hosted on your corporate server or we can design and host an online survey providing a complete turnkey solution. Regardless of the size of your company or the location of your employees, we can design and administer a process that will involve everyone.

This research process is benchmarked after organizations who have won the Malcolm Baldrige National Quality Award. This process identifies critical success factors contributing to organizational success as well as identification of areas requiring improvement and/or intervention by management.

Content:

Through an Employee Satisfaction Survey, key areas that determine employee satisfaction will be evaluated:

• Effectiveness of training programs
• Recognition programs
• Satisfaction with the suggestion program and/or open door policy
• Empowerment and Employee involvement satisfaction
• Communication between departments and levels of the organization
• Supportive climate to achieve performance excellence
• Effectiveness of continuous improvement processes
• Departmental vs. organizational job satisfaction and the reasons behind the performance
• Processes and tools to support product/service quality

Process / Methodology

We are capable of surveying your entire workforce or any segment. Typically the instrument will consist of 25 to 35 scaled questions and up to 3 open-ended questions. The entire process is always customized for the organization.

The respondents will be asked to provide feedback from two perspectives. They will be asked to give feedback for their immediate supervisor as well as provide feedback on the general working relationships within their work group. Studies have confirmed that work group interactions play as influential of a role in employee satisfaction as organizational influences.

The second dimension explored will be the level of satisfaction at the organization level. At this level we will ask for feedback exploring the employees’ attitudes regarding policies and practices of senior management. The feedback in this area includes an evaluation of resource availability and management. Employees are not simply asked if management provides the necessary resources to help them perform their jobs but also asked to evaluate the resources and empowerment provided by senior management to department managers in order to support attainment of department and company objectives.

Reporting of Results

Results will be reported by individual work group and aggregated for the corporation. The results are always segmented based on the organizational structure and complexity in order that timely and relevant feedback can be presented. The report will also be presented in such a way as to support the implementation of actionable objectives. Subsequent reports will include gap analysis and identification of significant changes by attribute/factor.

We provide a detailed feedback report that includes strengths, issues and opportunities, and recommendations benchmarked against world-class organizations. We also provide consultation to managers on methods of communicating the results to employees. The results are tabulated and analyzed by department, job classification, and any other means that can help detect valid areas for improvement.

Our employee survey process also includes follow-up consultation support to management. As part of this service we will work with management to design appropriate interventions and organizational development initiatives based on the findings.

Walk vs. the Talk

We will provide a detailed analysis between the walk and the talk displayed by department managers and the executive team. This tool supports a 360° feedback / appraisal process.