The guide to customer satisfaction
FAQ Part 2 of 7
This is part 2 of our 7-part blog series. In this series, we discuss frequently asked questions and answers, and you will discover how you can take your customer satisfaction to the next level. In this 7-part blog series, you will not miss anything about customer satisfaction, employee satisfaction, net promoter score (NPS), customer effort score (CES), customer journey, reviews, customer experience and so on.
In part 2 of this series, we have listed three frequently asked questions about conducting an employee satisfaction survey (MTO). Customer satisfaction is strongly determined by the fact that without satisfied employees, there are no satisfied customers. After all, customer satisfaction is largely determined by the enthusiasm of your employees. An employee satisfaction survey provides insight into how employees feel about the organisation. Insights that help you to increase employee satisfaction.
Let's get started.
In part 2 of this series, we have listed three frequently asked questions about conducting an employee satisfaction survey (MTO). Customer satisfaction is strongly determined by the fact that without satisfied employees, there are no satisfied customers. After all, customer satisfaction is largely determined by the enthusiasm of your employees. An employee satisfaction survey provides insight into how employees feel about the organisation. Insights that help you to increase employee satisfaction.
Let's get started.
What are good questions for an employee satisfaction survey?
Employees are the key to success'. Employees are the most important strength of any organisation. Satisfied employees increase customer satisfaction and satisfied customers are the basis for healthy business operations. It is therefore a good idea to carry out an MTO. But where to start?
The first question you have to ask yourself is: 'what exactly do I want to know about my employees?' There are various factors that play a role in the preliminary phase of an MTO. In general, employee satisfaction is determined by five factors: the content of the work, the atmosphere at work, the terms of employment, the managers and the organisation. Tailor your questions to these five factors for an overall picture of employee satisfaction.
Once these questions have been mapped out for the MTO, the survey can be drawn up. No organisation is the same and therefore drafting a survey for an MTO is always tailor-made. What is not customised is 'anonymity'. Guarantee your employees that filling in the survey is always anonymous. This increases the response rate and ensures more honest answers. Anonymous means sufficient participants and no questions that show that it must have been Jantje.
The first question you have to ask yourself is: 'what exactly do I want to know about my employees?' There are various factors that play a role in the preliminary phase of an MTO. In general, employee satisfaction is determined by five factors: the content of the work, the atmosphere at work, the terms of employment, the managers and the organisation. Tailor your questions to these five factors for an overall picture of employee satisfaction.
Once these questions have been mapped out for the MTO, the survey can be drawn up. No organisation is the same and therefore drafting a survey for an MTO is always tailor-made. What is not customised is 'anonymity'. Guarantee your employees that filling in the survey is always anonymous. This increases the response rate and ensures more honest answers. Anonymous means sufficient participants and no questions that show that it must have been Jantje.
What is a (good) employee satisfaction score?
Google for 'average employee satisfaction' and you get the following search result:
'The average satisfaction this year is a 7. That is about 0.3 points higher than in 2017. This is evident from the annual employee experience survey conducted by research and consultancy firm Integron among 4,400 participants across twelve industries.' (16 July 2018)
A nice enough score and progress compared to 2017, but what does this figure tell us?
An MTO is used to gauge in which areas your staff are satisfied and where improvements can be made. In a survey by the same research and consultancy firm, for example, 26% were negative about their new employer during the onboarding phase. Another study by Gallup (2017) found that uninvolved employees were 40% more likely to be sick and 60% more likely to make mistakes.
So it should come as no surprise that the best scoring companies in terms of engagement are more productive and profitable. An employee satisfaction score is only good, when the employee is really satisfied and involved. Therefore, involve employees in the MTO. Ask for ideas. Communicate results and work together to improve the results.
'The average satisfaction this year is a 7. That is about 0.3 points higher than in 2017. This is evident from the annual employee experience survey conducted by research and consultancy firm Integron among 4,400 participants across twelve industries.' (16 July 2018)
A nice enough score and progress compared to 2017, but what does this figure tell us?
An MTO is used to gauge in which areas your staff are satisfied and where improvements can be made. In a survey by the same research and consultancy firm, for example, 26% were negative about their new employer during the onboarding phase. Another study by Gallup (2017) found that uninvolved employees were 40% more likely to be sick and 60% more likely to make mistakes.
So it should come as no surprise that the best scoring companies in terms of engagement are more productive and profitable. An employee satisfaction score is only good, when the employee is really satisfied and involved. Therefore, involve employees in the MTO. Ask for ideas. Communicate results and work together to improve the results.
Getting started
Feeddex provides the software, implementation and guidance to successfully carry out employee satisfaction surveys. Feeddex ensures that the results of the MTO are processed and reported anonymously. The results are shown in total, per business unit, per department and per team. This enables the organisation to optimise its personnel policy at every level. This makes organisations more customer-oriented and more successful, because enthusiastic employees lead to enthusiastic customers.
Please contact us at service@feeddex.com or call our office at 023 750 57 57.
In part three of the blog series, we will address the frequently asked questions and answers about the net promoter score (NPS).
Please contact us at service@feeddex.com or call our office at 023 750 57 57.
In part three of the blog series, we will address the frequently asked questions and answers about the net promoter score (NPS).