The first step is to decide whether it is necessary to implement the employee satisfaction survey project.

It seems simple, you just need to ask yourself two questions:

1. Do you have any employees?

2. Do you know how your employees feel about their work and working environment?

If the answer to the first question is yes and the answer to the second question is no, then you need to do an employee satisfaction survey, even if you only have a few employees (in this case, you can take informal communication channels to achieve the purpose of understanding).

But when you are faced with the following situations, the investigation becomes very urgent and important:

1. The company expanded rapidly. When an organization develops rapidly, it is very important for the company's development prospects and personal growth to understand and master employees' views on their own work.

2. The staff turnover rate is on the rise. When the employee turnover rate of your company exceeds the industry average turnover rate, your company may have internal problems. Employee satisfaction survey is the first choice to solve this problem, which can quickly diagnose the crux of the problem.

3. unexpected events. Unexpected events within an organization are an unpredictable problem of a company, which may lead to poor communication within the company, credit crisis, employee fear and so on. Through an employee's investigation, we can directly understand the impact of the incident.

4. Changes in the organization or management of the company. For many people in the organization, change is difficult. If the decision-making level does not handle it well, the company's productivity and profit may decline.

5. Highly competitive industries. In the highly competitive industry, reducing turnover rate and improving enterprise productivity are the key factors for enterprises to win. Keeping close contact with employees is an effective means to maintain sustainable competitiveness.

6. Formulation of salary policy. You must know which aspects of employees' salary are "fixed" and within that level, so as to ensure the maximum return on investment of the company and satisfy employees.

Step 2: sell the survey to management.

It is necessary for the company's management decision-makers to realize the necessity of employee satisfaction survey. The next task is to let the management make a decision to put the investigation on the agenda. It would be bad to do a random survey without a plan.

In the absence of information about employees' views on the working environment, decision-making affects productivity, employee morale, employee turnover rate, wages and income costs, which will lead to potential waste of resources and rising costs. If a company pays attention to the internal resources in order to improve a certain income, and the real needs of employees are more training and better communication, the final result will be higher resource costs and lower employee morale.

One of our customers successfully reduced the employee turnover rate from 50% to 30% by implementing employee satisfaction survey, saving 2 million operating expenses for the enterprise every year, and can conduct 20 employee surveys for the enterprise every year.

If the evaluation of the cost savings of reducing turnover rate mainly depends on the training expenses of new employees to meet the requirements of qualified jobs, then companies with highly skilled human resources will realize a lot of cost savings and productivity improvement. Harvard Business Weekly reported that reducing the turnover rate by 5% can reduce the operating cost of 10% and increase the labor productivity by 25%-65%.

What is mentioned above is the "hard" income of enterprises, in addition, it also brings "soft" income that is difficult to measure quantitatively. Employees will appreciate that enterprises can care about their opinions, and they will feel more ownership when their opinions are adopted and implemented. When the changes in the enterprise make employees feel more favorable to their future work, in addition to reducing the turnover rate, it will also bring potential benefits to the enterprise, including:

More energetic employees,

Greatly improve the productivity,

Improve teamwork,

High quality products and services,

More satisfied customers.

The development of information technology enables the management to know the survey results in a short time. We have the ability to let customers know the survey results (including the company's strengths and weaknesses analysis, suggestion report) within 2 to 3 weeks.

Step 3: Decide what questions to ask in the employee satisfaction survey.

Now this step is very simple compared with before. In the past, consultants usually went to clients' workplaces, spent a few days or a week interviewing internal employees, and then designed questionnaires. This method has many disadvantages:

Wasting time,

Expensive,

Although different customer questionnaires contain some of the same contents, the inconsistent wording of the questions makes it impossible for many companies to make horizontal comparisons.

Our method not only simplifies but also improves the old process. We have developed a basic questionnaire suitable for most companies, including self-realization, work atmosphere, salary and benefits, promotion assessment and so on 18 core items. Based on these core projects and frequently asked questions, users can carry out personalized design according to their own conditions and requirements. We will regularly check the current basic questionnaire according to the latest implementation projects to see which questions need to be supplemented and which questions need to be adjusted, so as to ensure the broad representation of the basic questionnaire, and let customers know their enterprise's position in the industry through horizontal comparison and conduct benchmarking management. In order to decide what kind of personalization is needed, we usually ask customers some questions like this:

What is the reason for the investigation at this time?

What are the customer's assumptions about the working conditions in the company?

What kind of rumors have emerged within the company?

Will the working environment bring some special attention? (such as safety, morality, etc.). )

What is the mission of the company?

Did you get any results from the previous employee survey?

What benefits does the employee welfare policy include?

Then, we will draft a first draft of the questionnaire for customers to discuss, and we will communicate with customers many times by email until the questionnaire is finalized.

The fourth step is to choose the survey method of employee satisfaction.

There are two basic methods of employee satisfaction survey, using the Internet and paper questionnaires. The standard we choose is to see which one the interviewees are most suitable for, and the most suitable considerations are convenience, ease of use and credibility. In the case of small sample size and concentrated employees, the cost of the two methods is similar, but when a company has thousands of employees and employees are distributed in different places, the cost advantage of Internet survey is obvious. If most employees can log on to the Internet in the workplace, at this time, the Internet is our first choice. Internet survey will bring high response rate and faster feedback results, and it is easy to control the investigation process and the ability of automatic logic check. We have secure server equipment, so we don't need to worry about the security of data recovery.

If only a small number of employees in the company have access to the Internet, we suggest that the combination of traditional paper survey and Internet secondary entry can effectively improve the efficiency of returning to work.

The fifth step is the problems that should be paid attention to in the employee satisfaction survey.

One advantage of conducting surveys through the Internet is that you can ask specific questions that traditional methods can't. When some customers realize this situation, they will have a tendency to ask all questions in this regard. However, we do not recommend this.

There are many reasons why employees are unwilling to answer some questions, including:

1. They don't feel qualified to answer,

They dare not answer, for fear that someone in the company will find their feedback.

They are indifferent to the problems involved,

They forgot to answer.

Let's elaborate on the above situation separately.

If employees feel that they are not qualified to answer, their answers may be randomly selected. Such an answer may confuse the survey data and make it more difficult to analyze valuable results.

If employees dare not answer questions, but are asked to do so, they may deliberately choose some answers that do not reflect their true intentions, which will lead to the survey results not accurately reflecting the true opinions of a certain group.

If employees are indifferent to the questions involved, they may choose answers at will, perfunctory things, and lead to data confusion.

The fourth situation listed above is that the employee forgets a question he answered. This often happens when doing employee satisfaction grading questions.

Another question that employees don't want to answer is to ask their departments, not because they forget it-but because employees' potential consciousness doesn't want their identity to be recognized by investigators.

The following background information questions are usually not fully answered by employees, and we usually don't ask employees to answer these questions. It is more meaningful to know the department to which employees belong than to know the variables such as gender, age and income of employees.

Step 6: Confirm the final questionnaire and test it.

At the beginning of this step, we and our customers first determine the questionnaire (whether it is an Internet questionnaire or a traditional paper questionnaire). This is not simply to check the wording of the questionnaire, but to check the correct logical jump, the order of questions and the format of questions.

When the questionnaire is confirmed, we will generate an online questionnaire through a professional questionnaire design system (this questionnaire can be completed in a simple step). After the questionnaire design of the web page is completed, we need to do internal tests to ensure that the questionnaire can be carried out normally and generate correct data files.

Step 7: publicize the employee satisfaction survey to the company.

We should treat employee satisfaction survey like the products and services of enterprises. We must ensure the high quality of the investigation and let all relevant personnel know the importance of the investigation. This part mainly discusses the practice in this respect.

Just like other promotional activities, we need to pay attention to the following aspects:

Decide the target audience for promotion,

The awareness of creating products or services,

The benefits of providing a product or service,

Let people know how to get products or services.

Before you begin, you need to designate a person to be responsible for the communication of the investigation process. This is usually done by the project manager or someone else.

Decide the target audience for promotion

In fact, there are two kinds of people who need to be promoted in the employee satisfaction survey.

Employees,

The manager of the employee.

It is obvious to let employees know the reasons for the survey, but managers are also the necessary target audience, and their support is the necessary guarantee to ensure the implementation of the employee satisfaction survey project. Managers can increase or decrease the response rate of employees.

Cultivate the awareness of investigation

2-3 weeks before sending the survey invitation, you should make employees aware of the importance of the survey.

1. Communicate with senior managers and emphasize the importance and confidentiality of the investigation.

2. The senior manager communicates with the middle manager of the company again.

3. Disseminate survey information to employees through the most effective communication channels.

All managers should immediately call a meeting of employees to inform them of the investigation process.

Communicate the benefits of employee satisfaction survey.

In the communication process before the implementation of the survey, including communication with employees, the following points should be emphasized:

The importance of reply. "What employees can't tell us, we can't solve it."

Confidentiality and anonymity of the investigation process and data,

How to distribute the survey results to all employees,

How to use survey information.

Step 8: Invite employees to participate in the survey.

The survey invitation sent to employees can be in the form of e-mail or posting memos. Either way, the following key information must be passed on to employees.

What will happen. For example, "We will do an employee satisfaction survey";

Why is this happening? For example, "... because our changes may bring new challenges, it is urgent and important to evaluate employee satisfaction."

The survey is anonymous and confidential. Assure employees that their feedback will be kept strictly confidential. If an external consulting company is used, explain to employees that only the external consulting company can see the complete answer information.

How to use the survey results? Any result you want to analyze with employees is most likely to get a higher response rate.

How long will it take to complete the investigation? Most of this type of survey, if properly designed, will take 15 to 20 minutes to complete.

Give a deadline

Thank employees for taking the time to participate.

You can also consider including other information in the invitation:

Tell employees that they can complete the survey during working hours.

People who take part in the survey may have a chance to win a lucky draw.

In order to improve the response rate of the questionnaire, the invitation letter should be sent in the name of the company's top management, preferably with the signature of the general manager.

Step 9: Explain the findings.

It is surprising that this survey can produce so much data. Each matrix question may have multiple answers, and each answer will be compared with the average score. We also need to subdivide according to different groups and generate independent reports for each group. These data first need to be transformed into information (through correct charts and statistical analysis methods). Then, the data must be interpreted correctly. Different analysts may make different analysis results. Here is an example.

1. Advantages and disadvantages analysis. In this step, we look at the advantages and disadvantages of the questionnaire, such as the comparison of each question option with other questions in a group; Comparison of advantages and disadvantages between different questionnaires, for example, comparing the results of this survey with those of other same companies in the industry. This comparison can be made on the basis of each independent question or on the basis of the average value of a group of questions.

2. Find the salient point. Usually, the general and obviously different aspects will appear in a simple analysis. For example, when we find that the score of teamwork is very low, we can usually find the problem that internal communication is not done well. These outstanding points can provide us with clues and find problems within the company.

3. Leverage analysis. Limited company resources require companies to quickly determine which areas are most important to employees. Leverage analysis provides a way to select important areas by calculating the bottom line leverage-overall satisfaction of each area. What are the priority objectives determined by quadrant analysis (see the figure below) to meet the following two criteria:

Step 10: Share your findings.

It is important to share the survey results first for two reasons:

1. If you want to comprehensively improve the productivity of the company through employee satisfaction survey, you must let everyone know the overall situation of the company and the influence of individuals on the organization.

Employees should know that the time they spend filling out questionnaires is very valuable.

Every organization has its own information distribution channel. In some cases, especially when the survey results show that there is a problem in internal communication, it may be necessary to adjust the original distribution channels to ensure that the survey results can be delivered to every employee smoothly.

Basic principles of sharing employee satisfaction survey results

1. The principle of honesty. An institution must publish the survey results fairly, including both the favorable aspects of the survey results and the unfavorable problems found in the survey. Employees will be able to see the potential problems behind them and think about how to improve the current situation.

2. The principle of timeliness. The sooner you publish the survey results, the sooner the company can put forward improvement plans and implement them.

3. The principle of distinction. Issue different investigation reports to employees at different levels of the company. The top management needs to know and master the survey information from the whole company, and the department manager needs to know the comparison between different departments and the detailed information within the department.

4. Discuss the next plan. When the survey results are published, let all employees know what actions will be taken to improve the problems found in the survey.

5. Principle of confidentiality. Don't post content that may make employees feel that their personal information has been leaked. For example, it is inappropriate for anyone in the organization to see something that has nothing to do with himself.

Step 1 1: Take improvement measures according to the investigation results.

The company has spent human and financial resources on employee satisfaction survey, and the enthusiasm of employees to participate is also very high. Now, the results of the investigation are in your hands. What will you do with the survey data? What are the next improvement measures to improve employee satisfaction? How to publish the survey results? How to identify the important problems found in the investigation? What is the most effective improvement method once an important problem is found?

Publish the results of the survey

From the beginning, the top management should decide what level of employees will get what kind of report. Once the survey results are issued, follow-up plans must be made to decide which areas need to be solved first and how to solve these problems.

Communicate survey results and action plans to employees.

The biggest mistake of the company in the employee satisfaction survey is that it did not pass the survey results to every employee of the company and did not make an improvement plan. We don't recommend sending the report to every employee completely, but we suggest that the company reveal the problems and deficiencies found in the investigation with an honest and open attitude when possible, and put forward improvement plans in time.

Make an action plan to improve employee satisfaction.

Once the survey results are released, the first problems to be solved are determined, and the company must decide what effective measures to take to improve these aspects.

Step 12 when do you need to repeat the employee satisfaction survey?

We often hear the question, "How often do employee satisfaction surveys?" . Our suggestion is that most companies should do it once a year.

According to the survey methods used and the scale of the company, it usually takes three to four weeks to complete the implementation of the whole survey project (for those companies that use the Internet as the main communication tool, the survey cycle will be much shorter).