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?