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Employee
Satisfaction & Opinion Surveys
Employee turnover. It costs your business money. Lots of money. Not only
the direct costs that you can actually see and measure; in most cases
the indirect costs are even greater.
The Problem
Employee Turnover
Is it a given that your best and brightest employees will always be at
risk of loss to your competitors? Is it true that people today no longer
exhibit loyalty to their employers - that when all is said and done, they
just don’t care anymore? The answer, surprisingly, is no! In fact
studies have concluded that, for the most part, excessive employee turnover
is usually the result of people that like what they do, but not where
they do it.
The Direct Costs
Consider the direct costs of employee turnover. Expenses for exit interviews
and administrative functions. Separation and/or severance pay. Replacement
recruiting costs such as advertising, interviewing and testing. Training
costs. Increased workloads on existing employees until a replacement is
hired. Decreased productivity until the new employee gets trained and
acclimatised.
The Indirect Costs
There are always some employees you don’t mind losing. Others you
are sorry to see go. But what about those who are so vital to your success
that the very thought of losing them – especially to a competitor
– is sufficient cause for sleepless nights? How do you even try to
assign a cost to replacing their knowledge? What value can you place on
the trade secrets and other sensitive information that walk out the door
with them? Is it even possible to do so?
The Immeasurable Costs
The truly frightening costs come into play when you examine the relationship
between employee satisfaction, customer satisfaction and profitability.
And there is a direct correlation between the three.
Profit and growth are stimulated directly (and primarily) by customer
loyalty. Customer loyalty is a direct consequence of customer satisfaction.
Customer satisfaction is heavily influenced by customer perceptions of
the value of services they receive. Value is created by satisfied, loyal
and productive employees. Employees who feel a sense of teamwork and common
purpose, a strong commitment to communication, and managerial empowerment
are most able, and willing, to deliver the results that customers expect.
In a 2001 speech before the National Association of Manufacturers, Don
Wainwright, president of Wainwright Industries, winner of the Malcolm
Baldridge National Quality Award, summed it up even better than we could
when he said:
“Jack Welch uses only three indicators to run giant General Electric.
He’ll tell you that the most effective and only numbers he needs
to know are, in order of importance: employee satisfaction, customer satisfaction
and cash flow."
The Solution
The InfoQuest Survey
box:
Over 95,000 surveys conducted in 65 countries and 22 languages.
Average employee response rate of over 95%.
If you can find something better, buy it!
A One of a Kind Employee Satisfaction and Opinion
Survey
• Based on the same process that has made InfoQuest®
customer and business partner surveys known worldwide.
• Following our system, the average employee participation and response
rate should be at least 95%.
• Self-administered by you, significantly reducing cost and leaving
you in control of the process.
• We prepare the surveys, deliver them to you along with use guidelines,
then receive back the completed surveys when you are ready.
• Average turnaround time from your receipt of surveys to the delivery
of reports can be as little as three weeks, or less.
• All surveys are fully customised for every client. Open ended
written comments from majority of respondents.
• Responses can be segmented by location, by hourly versus salary,
by department, even by shift. Just tell us what you need.
• The ProfitMaxsm Strategic Profile, which identifies
and prioritises the key drivers of Overall Employee Satisfaction, is available
as an option for all surveys.
• InfoQuest no longer offers traceable results by employee.
• The process works best when employees are assured that the survey
is anonymous, giving them the comfort and freedom to tell you what they
really think.
• Internet based surveys are available for special applications,
with full international capability, including local language surveys. Response
rates are, however, likely to be between 40% and 50% for e-surveys.
• The InfoQuest employee survey question library is available here.
For more information contact info@infoquestcrm.co.uk