By Alia Zafar Head HR Relationship Management& OD (North) HBL

1. Satisfaction Surveys for the Effectiveness of the Organization By Alia Zafar Head HR Relationship Management& OD (North) HBL

2. Why Use Satisfaction Surveys – For Better Communication & Feedback System

3. “Satisfied, motivated employees facilitate higher customer satisfaction and positively influence organizational performance.” Global Reality

4. When Do We Use Satisfaction Surveys • Decreased productivity due to specific reasons: • Limited budget • High turnover • Low communication • Change in the status quo: • Re-organization • Change in policies • Period of rapid growth • Excessive rumors • Highly competitive industry • Contemplated changes in pay and benefits

5. When Do We Conduct Satisfaction Surveys

6. Understand the drivers within your organization and resultantly: • Identify cost-saving opportunities • Improve productivity • Predict and explain turnover • Identify areas of ethics, honesty and value concerns • Strengthen management skills and training • Evaluate customer-service problem areas and issues Why Conduct Satisfaction Surveys?

7. Help in Identifying training needs • Identify communication bottlenecks and problem areas • Benchmark your organization's perceived progress relative to competitors in the industry • Gauge employees' understanding of and agreement with corporate rules, policies and mission Why Conduct Satisfaction Surveys?

8. Impact of Surveys

9. SATISFACTION SURVEY PROCESS

10. Each employee satisfaction survey program is executed a little differently depending on individual company needs and resources. • Complete programs often start with separate employee and/or management focus groups, which have the dual purpose of: • Gaining employee involvement • support for the employee satisfaction program while gathering critical input to be used in designing the actual employee satisfaction survey. Satisfaction Surveys – Initiation Process

11. The task then becomes convincing critical decision makers of the need for such a survey. If the survey is unbudgeted, the task may seem formidable - but it is not. Selling the Survey to Management

12. Design of Survey

14. Pilot project and its utilization for refinement of 1st Satisfaction survey • Setting priority • Feedback from all the sources specified in the design of the survey • Feedback from relationship leaders HBL Satisfaction Surveys

15. Conducted In-house after successful pilot project Random computerized selection of target population Population representative of overall population ratios Selecting the Methodology for HBL

16. Design of the Questionnaire • A six factor Questionnaire with twenty six questions was developed • Likert scale used for measuring the level of satisfaction • Management concerns taken into account to set priorities • Identification of priority areas by employees taken in to account in the design of the survey

17. Close ended questions used • One segment of open ended comments added which was tabulated and analyzed separately • Dissemination methodology devised Design of the Questionnaire (Contd…)

18. Determined the target audience • Created awareness of the survey through use of internal communication channels • Communicated the benefits through fliers designed to create awareness • Made employees aware of the process Marketing the Survey

19. Developed Action Plans To Improve Employee Satisfaction • Provided the line management a specific analysis of each group • Provided guidance on how to read results and use the information in decision making • Modified areas of concern highlighted by employees • Created a bench mark of .5% raise in the satisfaction score for the next year • Made the process one of empowerment and assigned responsibility for implementation of Action Areas to cross functional groups Interpreting & Acting on Results

20. QUESTIONS?

21. THANK YOU