EMPLOYEE SATISFACTION SURVEYS

Research has concluded that there is a direct correlation between employee satisfaction, customer service (internal and external), and customer satisfaction. Customized employee satisfaction surveys help progressive organizations determine training requirements, policy enhancements, and direct efforts toward strategic issues.  Our employee surveys can be administered online or using traditional paper surveys.  In either case we offer 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.

Our research processes are benchmarked after organizations who have won the Malcolm Baldrige National Quality Award and many other progressive organizations.  We will help you identify critical success factors contributing to organizational success as well as identification of areas requiring improvement and/or intervention by management. 

Content:

Our Employee Satisfaction Surveys are customized based on the unique needs of our clients.  Unlike many other employee surveys, ours are supported by professional advisors who can walk your management team through the development of practical responses to your survey’s findings.  While no two surveys are alike, many evaluate the following:

• Congruency or sharing of common values
• 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

Walk vs. the Talk

We will provide a detailed gap analysis assessing the walk vs. the talk displayed by department managers and the executive team. This feedback can be targeted to each manager so as to support their professional development. This tool supports a 360° feedback / appraisal process.

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.