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 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

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

support 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

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?