Satisfaction surveys: what impact on the company?
More and more solicited, human resources managers must respond to the ever-present problem of employee well-being in the company. The latter are more and more demanding. Creating a balance between their needs and the company’s development strategy has become a priority. Indeed, when employees are satisfied, the relationship with customers is more fluid. On the other hand, a poor social climate will have a considerable negative impact on the smooth running of the business. Customers will have to bear the impact of a poor working atmosphere because of the quality of the deliverables assigned to the different teams. It is therefore necessary to take a close interest in the feelings of employees, periodically, in order to detect as soon as possible the obstacles to development within the company.
What is the best approach to ensure employee satisfaction? How can we redefine the criteria on which to focus internally?
The evaluation of employee satisfaction, a study not to be neglected
Being the first promoters of the company externally, the well-being of the staff must be the priority of all organizations today. Understanding how they work, listening to them and taking their point of view into consideration is very important in defining relevant development strategies for the company. The employee from this point of view identifies more with the company, which takes into account his or her slightest remarks and provides an objective solution. The corporate culture being better integrated, the employee will be more inclined to work for the group. On that note, how should this evaluation be done?
Data is collected using a questionnaire that takes into account the objectives of the study. The method used is called “quantitative”. It is advisable to set up a periodic barometer in order to monitor the main indicators over time, which greatly facilitates the interpretation of satisfaction levels and the implementation of corrective actions.
In the following we will outline some important steps.
- Information gathering: This stage allows the definition of the sample and the setting up of collection tools.
- The processing phase: cleaning and structuring of the data in order to have a very high quality database, which is essential for extrapolating the results within the study population (in our case, all the company’s employees).
The analysis: flat trie, bivariate analysis, multiple analysis. The definition of a real strategy for the well-being of employees requires the careful execution of these steps.
How to involve employees in the importance of the satisfaction survey?
The satisfaction survey is usually the process by which an organization discovers the real buying motivation or apprehensions of its customers. This process is also translated internally where employees are put forward to better understand their well-being. Studies show, however, that within companies the response rate is very low despite the awareness. Therefore, how to involve employees in the validity of these surveys and in the company culture?
As the company is a family in its own right, it is advisable for human resources managers to integrate this vision from the moment the new employee is integrated, by accompanying him or her in all phases of his or her development. Once the company’s values have been integrated and understood, the employee is more likely to respond objectively to all the forms submitted to him/her without any apprehension. The services or privileges granted to the latter contribute more to his involvement in the company. However, is this enough to objectively measure employee satisfaction and rate the overall quality of service?
The objectives of the questionnaire, a mandatory step
Considered as one of the most important steps in a company, the definition of a questionnaire for a satisfaction survey answers several criteria that should imperatively be integrated, the omission or omission of certain parts can lead to negative repercussions on the company in general. This questionnaire is generally taken care of by an external auditor who, in his conception, does not integrate any subjective consideration. It is up to the company director or the human resources manager to really specify the angle of attack and the department of the company in which the focus should be placed. Asking them about their motivations, their performance, that of their teams and of the management as a whole are essential points in defining the well-being of employees in the company.
The purpose of the satisfaction survey is to identify the needs and problems faced by the employees and to be able to solve them later on.
It is important today in companies to integrate a communication channel that allows all employees to express themselves freely, an expression that contributes more to their sense of belonging.
DOLPH-STATS CONSULTING accompanies you in all your projects of study, measurement of the customer satisfaction, of employee satisfaction by putting the emphasis on data collected and analyzed with the magnifying glass.