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By
Alia Zafar
Head HR Relationship Management& OD (North)
HBL
Satisfaction Surveys for the Effectiveness of the
Organization
Why Use Satisfaction Surveys – For Better Communication & Feedback System
“Satisfied, motivated employees facilitate higher customer satisfaction and positively influence
organizational performance.”
Global Reality
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 Use Satisfaction Surveys
When Do We 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
Why Conduct Satisfaction Surveys?
Impact of 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
Design of Survey
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
• 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
• 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
QUESTIONS?