The Importance of Staff Satisfaction and Exit Surveys
If a business strives to become more streamlined and productive there needs to be acknowledgement that such efforts may not bare any fruit if the results of their initiatives cause among the workforce widespread dissatisfaction and a high turnover of staff. The benefits of a company having a highly motivated workforce can be considerable and having a workforce that is both motivated and productive should not be regarded as being mutually exclusive to one another.
If problems are left unresolved then companies run the risk of alienating their employees and events can then cause employee frustrations to boil over resulting in managers finding themselves on the back foot, faced with problems that cannot be ignored.
Ideally employers would take time to understand the needs of their employees and learn from their experiences of working on the front line, but employers are often themselves tied up day to day fighting their own fires.
Online surveys can automate the intelligence gathering process allowing the collated data to be instantly analysed thereby providing the management with a low cost and effective method to help towards achieving a pleasant working environment with the aim of promoting employee satisfaction while still ensuring that productivity is high.
Unproductive & dissatisfied
There are a plethora of reasons why employees may become dissatisfied with their job that can result in them channelling their frustrations into demands for higher salaries and reduced hours. Managers who tackle problems thinking it is all about salary and hours, will often find later that they have been dealing with the symptoms and not the root cause.
Not just about the money
The following are the most common problems to achieving productivity, none of which are likely to be resolved by increasing salaries or reducing hours:-
- Insufficient training
- Out of touch management
- Dated working methods
- Lack of proper tools and equipment
Many studies have shown that salaries are rarely the number one priority of employees and providing an employer is paying market rate they would be fundamentally wrong to think that paying higher salaries is the answer to all employee problems.
Take the case of a single mother who is juggling a full time job with the need to look after three children. Out of frustration she may demand more money so that she feels that she is able to cope where a better solution, for both her and the company, may be more flexible working hours.
Two way communication is what it is all about
It is in the interests of all organizations to establish good communications. A company where the management does not communicate well with their employees, or will wait for any problems to be raised, can often be deceived into thinking that they have a content workforce when they don’t. It can very easily start with a small problem and one aggrieved employee for the problem to escalate to involve an entire workforce and generate a ‘them and us’ attitude.
Improving communication
It would be ideal if the employer and employee could meet one on one but in practice this is impractical for everyone except very small organizations.
Regular meetings between management and worker representatives are good in theory but can degenerate into talking shops and slowly lose their purpose as the participants from both sides become familiar with one another and the meetings run the risk of being hijacked by the more extreme personalities.
Suggestion boxes can have their value but they can be viewed as token efforts by management as they wait for personnel to highlight a problem.
Newsletters can be a positive step, but their purpose is generally to inform and not discuss issues.
Keeping the initiative
Conducting employee satisfaction surveys on a regular basis you are able to ask each employee specific questions and present a pro-active management initiative where the whole workforce can be canvassed on various issues. Surveys are able to provide a level playing field between the quieter and more vocal employees.
Consultation should not be seen as a sign of weakness, a confident manager will often take counsel from others before making a decision. By retaining the initiative and conducting a survey the employer is able to tackle problems from a position of strength as opposed to waiting for problems to arise and develop out of proportion.
Leave lots of minor problems unresolved and a further small problem might just break the camel’s back and in a blink of an eye change the mood of the workforce from positive to negative.
Easy and quick
For the majority of organizations online surveys represent a proactive, effective and low cost solution. They can be created very quickly and for the majority of organizations, where most of the personnel have desktop computers, they are also quick to deploy direct to the individual.
In situations where not all of the personal have access to a computer there are options available to implement the online survey solution such as providing a shared computer, have an operator input their responses or as a last resort, a hardcopy survey.
Job satisfaction
There are a number of elements that combined will provide an employee with job satisfaction, from company ethics, working environment, methodology and ethos to having good and effective management. Job satisfaction brings benefits through improved motivation and productivity from a workforce that feels that they are treated as individuals and not a commodity item.
Inform and educate
An often overlooked benefit of online surveys is that they can be used to educate and pass on important information to the workforce, ensuring that the ‘message’ does not become corrupted as it is handed down by the phenomenon of Chinese whispers.
An online survey can explain a difficult situation and get valuable feedback from the employees as to the best solution. In this situation it is rare that the workforce would appear negative and more likely that they will feel informed and empowered that might in itself turn a potentially negative problem into a positive challenge that unites the workforce.
Exit surveys
Exit surveys are a good way for management to ensure that when people leave the organisation they are leaving for the right reasons and not due to reasons that if appreciated earlier could have been addressed and resolved. Identifying a problem may not be enough to prevent a person from leaving but it could lead to an unappreciated issue being resolved that may be all that is required to stop other key personnel from also deciding to leave.
Analysing the results
Having consulted with the workforce using an online survey the results are available for instant analysis. Common and specific problems can be identified and the senior management informed who then will have the chance to address the issues that have been raised.
Summary
Used regularly online surveys represent a simple and productive method of taking the pulse of an organisation and an easy way to establish a two way communication channel between employer and employee with the results providing management with vital, accurate and significant information.
For a Sample Employee Satisfaction Survey:- Employee Satisfaction Survey Template
For a sample Employee Exit survey:- Employee Exit Survey Template
July 5th, 2009
