An Introduction to Employee Satisfaction Surveys
Lock Media is a recognized technology leader in business solutions including employee satisfaction surveying solutions. The Survey Builder Pro 2008 survey system is an end to end solution for creating, gathering, and benchmarking your employee satisfaction survey program.
Employee satisfaction surveys are the most popular type of employee research undertaken in in organizations throughout the world. Drawing from our extensive research and experiences we will help guide you through the process and offer you some useful tips and advice in planning an employee survey.
Census or Sample
Having defined your survey objectives, the next thing to consider is whether there is a need to survey all employees ("census") or just a subset of them (sample").
Evidence overwhelmingly suggests that a census survey is most appropriate for employee satisfaction surveys. This is mainly due to the need to drive through improvement action planning at local levels which requires front line managers to be provided with their own reports. By undertaking a sample survey, there may either be not enough responses to provide a report or the number of responses may represent too small a proportion of the whole employee population to be considered statistically robust. Communication
Employee buy-in is critical to the success of the survey. If they believe that improvements will result from the survey, they are more likely to participate by completing it and will become actively involved in the follow-up improvement action planning process.
Communication is critical to getting this employee buy-in, particularly at the outset of the program and we recommend developing a communications plan that covers the following stages:
- Pre Survey
- During the Survey
- Post Survey
- Between Surveys
When developing your plan, there is a need to consider the different messages that you want to give to the different audiences and what are the most appropriate communication channels for reaching those audiences. For example, it is important for front line managers and immediate supervisors to be positive role models for the survey so that when they interact with their staff, they demonstrate active encouragement of the survey, a commitment to administer it properly and to act on the results.
Communication through out your organization is absolutely vital because employees are normally heavily influenced by their immediate supervisors or managers. If they do not think that their manager/supervisor believes in the survey, then neither will they.
Employee Communication During the Pre Survey Phase:
- Objectives of the survey, rationale for the survey and how the results will be fed back
- Use an independent, third-party agency for data collection
- Timing of the data collection
- Senior management commitment to the survey
- Importance of getting a good response rate so that all employee opinions are heard
- Importance of participation
- Methodology to be used (online vs. paper-based or some combination)
- Assurance that the study will protect anonymity and preserve confidentiality
Employee Communication During the Live Survey Phase:
- Reminder of the objectives and assurance that action will be taken
- Assurance that individual surveys cannot be seen
- Regular reminders and a notice of when the survey completion period will end
- How the results will be acted upon
- Update on current response rates
- Reinforce the importance of participation
- How employees can participate and what employees should do if they have problems accessing or completing the survey
- Reinforce anonymity and confidentiality of the results
Employee Communication During the Post Survey Phase:
- Thank employees for participating
- Final response rate (Company wide vs. Business Units/Divisions)
- Detail on how employees should get involved in the improvement action planning process
- Local results and local improvement action planning
- Provide top-level summary results
- Reminder of the action planning process
Employee Communication During the Between Survey Phase:
- Highlight and recognize successful examples of action planning
- Recognize the contributions of teams and individuals to the action planning process
- Senior management endorsement and support of the final action plan/survey outcomes
- Detailed plans for the next survey
- Highlight any areas where action cannot be taken and the reasons for this
- Highlight the impact of action planning on customer service and business performance
Online Survey versus Paper Based Surveys
Increasingly, organizations are starting to move towards electronic methods of surveying their employees and the most common method is hosting a web-enabled survey.
Online surveys offer many benefits including:
- Less expensive and easier to administer than a paper-based survey
- Availability of real time response rates
- Giving each respondent a unique access password prevents employees from completing more than one survey
- Allows employees to be routed to certain questions based on their type and/or their responses to certain questions
- Ensures all respondents answer every question they are asked.
However, before deciding that this is all too good to be true and that a web-enabled survey is the best option, consideration should be given to paper based surveys.
Paper based should be considered for:
- Employees that do not have Internet access or even a PC
- Employees that lack computer skills to complete an online survey
- Organizations that have field-based employees with no access to computers
- Organizations current culture would adversely affect the response rate if the survey were administered online
If some of these challenges exist, then it may be more appropriate to initially administer a mostly paper-based survey with a small scale web-enabled pilot in the most appropriate parts of your organization. In future years, the online component can be increased until it completely replaces your paper based surveys.
Survey Builder Pro allows you to utilize both online surveys and paper-based surveys and combine the data from both survey instruments effectively.
Common Job Satisfaction Questions
All survey instruments should follow a fairly standard format - Introduction of survey topic/reason/incentive, thank you for participating, screen for correct respondent, primary survey questions, demographic questions, thank you and wrap-up.
Below is a sample of employee satisfaction survey questions from which you could choose several employee survey questions to include in your employee satisfaction survey.
Common Agree/Disagree Items:
- Regarding the statement, "I am optimistic about the future of the company," would you say:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Regarding the statement, "I am optimistic about my future success with the company," would you say you:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Regarding the statement, "I am proud to work for the company," would you say you:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I feel more committed to a career with the company this year than I did a year ago:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I feel that the company cares about its people:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I feel that working for the company will lead to the kind of future I want:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I feel that people get ahead primarily on the merits of their work:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Men and women are provided with equal career opportunities in the company:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I am satisfied with my understanding of the direction and goals of the company:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I understand of how the company's strategy differentiates us from our competition:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - I am satisfied with my understanding of how my goals are linked to the company goals:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - The company is a leader in the industry in important ways:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - The company is a strong competitor in key growth areas:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - The company's leadership has a clear vision of the future:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Company leadership has made changes that are positive for the company:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Company leadership has made changes which are positive for me:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Company leadership is responding to important external issues:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - Company leadership is responding to the important internal issues:
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager clearly defines my job responsibilities.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager/supervisor encourages high achievement by reducing the fear of failure.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager/supervisor takes responsibility for shaping the attitudes and relationships within our department.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager/supervisor clearly communicates what is expected of me.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager/supervisor provides me with continuous feedback to help me achieve.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable - My manager/supervisor demonstrates professionalism.
Strongly Disagree Disagree Somewhat Agree Agree Strongly Agree Not Applicable
Common Survey Satisfaction Rating Scale Items:
- How satisfied are you with with your job?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
- How satisfied are you that the leaders in your work environment are positive role models?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
- How satisfied are you with your direct supervisor?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you that your supervisor keeps you well informed about what's going on in the company?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you that your views and participation are valued?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you that your supervisor cares and is responding to the issues of most importance to you?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
- How satisfied are you with the professionalism of the people with whom you work?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the team spirit in your work environment?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the morale of the people with whom you work?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with your own morale?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
- How satisfied are you that your work gives you a feeling of personal accomplishment?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
- How satisfied are you that you receive appropriate recognition for your contributions?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the empowerment you have to influence the quality of your work?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the reasonableness of your work responsibilities?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with your ability to maintain a reasonable balance between family life and work life?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you that your compensation matches your responsibilities?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with your overall job security?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the amount and frequency of informal praise and appreciation you receive from your supervisor?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied - How satisfied are you with the company as a place to work?
Very Satisfied Satisfied Neutral/Not sure Dissatisfied Very Dissatisfied
