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

•Do you have

Why? employees?

•Do you know how they

Why? 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 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

Positive
corporate
Brand image

Improved Favorable
organizational employee
performance opinions

Positive Positive
employee employee
beliefs 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 employee involvement

 supportfor 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 •Focus group •Feedback

sessions with Meetings from top
employees 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