Employee Satisfaction Surveys, expert design, analysis, and reporting - by Quality Solutions, Inc
Employee Satisfaction Surveys
We have two tools available for our clients. The NPS Cultural Index allows for companies using an NPS process to assess customer satisfaction and loyalty to have a complimentary tool to assess their operating culture. Our second tool is more traditional in terms of allowing companies to assess employee satisfaction. Both tools are supported using online data collection tools.
NPS Cultural Index
Quality Solutions developed the NPS Cultural Index as a means of assessing employee loyalty and engagement. The Net Promoter Score is a commonly accepted tool to measure customer satisfaction and loyalty. Customers are asked “what is the likelihood you would recommend “fill in company” to a friend or colleague? NPS is based on a 0 to 10 scale whereas 5 is neutral, 9 & 10 scores are Promoters, 7 & 8s are described as Passives and scores of 1 through 6 are categorized as Detractors.
Companies spend significant resources to attract and retain their employees. A company who has the ability to attract a slightly better workforce and have lower turnover than their competitors will not only reduce their costs they will most frequently have higher levels of customer satisfaction, loyalty and profits.
The Cultural NPS Index survey assesses:
- Likelihood to recommend employment with…
- Likelihood to recommend products and services…
- How proud are you to work for…
- Impact of Policies and Procedures…
- Impact of empowerment…
- Provision of resources…
- Encouraging innovation…
The survey typically will consist of 10 to 12 questions. The results of the survey are analyzed and reported as a report-card or dashboard for the executive management team. The management team is able to use the actionable findings to create strategies to increase employee loyalty, pride, and perceptions of product and service quality.
Traditional Customer Satisfaction Surveys
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.
Employee satisfaction surveys can also be designed to assess internal customer satisfaction. These surveys are specifically designed to assess the effectiveness of support or staff functions. The surveys are customized based on the deliverables of each department and the service attributes of each such as responsiveness, service availability, courtesy, professionalism, service delivery, etc.
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.
Our Employee Satisfaction Surveys are customized based on the unique needs of our clients. Our professional advisors will 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
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. The results are tabulated and analyzed by department, job classification, and any other means that can help detect valid areas for improvement.
We also provide consultation to managers on appropriate methods of communicating the results to employees.