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Satisfaction Surveys for the Effectiveness of the Organization. By Alia Zafar Head HR Relationship Management& OD (North) HBL. Why Use Satisfaction Surveys – For Better Communication & Feedback System.
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Satisfaction Surveys for the Effectiveness of the Organization By Alia Zafar Head HR Relationship Management& OD (North) HBL
Why Use Satisfaction Surveys – For Better Communication & Feedback System
“Satisfied, motivated employees facilitate higher customer satisfaction and positively influence organizational performance.” Global Reality
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
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?
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?
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
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
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
Conducted In-house after successful pilot project Random computerized selection of target population Population representative of overall population ratios Selecting the Methodology for HBL
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
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…)
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
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