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?
Why?
•Do you have
employees?
•Do you know how they
feel about their jobs
and their work
environment.
Why Conduct Satisfaction Surveys?

Understand the drivers within your organization and
resultantly:
 Identify
cost-saving opportunities
 Improve
 Predict
productivity
and explain turnover
 Identify
areas of ethics, honesty and value
concerns
 Strengthen
 Evaluate
issues
management skills and training
customer-service problem areas and
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
Positive
corporate
Brand image
Improved
organizational
performance
Positive
employee
beliefs
Favorable
employee
opinions
Positive
employee
attitude
SATISFACTION SURVEY PROCESS
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
 support
employee involvement
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
•Feedback
sessions with
employees
•Focus group
Meetings
•Feedback
from top
Management
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?
THANK YOU