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HBL

The document discusses the importance and process of conducting employee satisfaction surveys. It notes that satisfied employees can improve productivity, customer satisfaction, and organizational performance. Surveys should be used when productivity is low, turnover is high, or changes are being implemented. The initiation process involves focus groups to design the survey and gain support. Surveys identify areas for improvement like communication, training needs, and policies. The organization discussed conducted an in-house pilot survey to refine questions before broader use, with action plans developed to address issues raised.

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Mohsin Jutt
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124 views21 pages

HBL

The document discusses the importance and process of conducting employee satisfaction surveys. It notes that satisfied employees can improve productivity, customer satisfaction, and organizational performance. Surveys should be used when productivity is low, turnover is high, or changes are being implemented. The initiation process involves focus groups to design the survey and gain support. Surveys identify areas for improvement like communication, training needs, and policies. The organization discussed conducted an in-house pilot survey to refine questions before broader use, with action plans developed to address issues raised.

Uploaded by

Mohsin Jutt
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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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

Global Reality

Satisfied, motivated employees facilitate higher


customer satisfaction and positively influence
organizational performance.

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

When Do We Conduct Satisfaction Surveys

Why Conduct Satisfaction Surveys?

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

Impact of Surveys

Satisfaction Surveys Initiation Process

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.

Selling the Survey to Management

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.

Design of Survey

HBL Satisfaction Surveys

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

Selecting the Methodology for HBL

Conducted In-house after successful pilot project

Random computerized selection of target population

Population representative of overall population ratios

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

Design of the Questionnaire

(Contd)

Close ended questions used

One segment of open ended comments added which was


tabulated and analyzed separately

Dissemination methodology devised

Marketing the Survey

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

Interpreting & Acting on Results

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

QUESTIONS?

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