Understanding Satisfaction Indexes: How Do You Measure Employee and Customer Happiness?

Dear Mates,

Can anyone help me in understanding:
1. Employee Satisfaction Index
2. Customer Satisfaction Index
3. Questionnaire to find the level of both
4. How to go about it?

Regards,
Sameer

Hi,

I guess customer satisfaction index is maintained by Marketing/QA department and also the customer support department. So, I don't think it's the job of HR to maintain the customer satisfaction index. As far as employee satisfaction index is concerned, it's 100% HR responsibility. For that, you can develop a questionnaire and get it filled out by all employees so that you can work on those issues that are very common and need quick development.

Thanks and regards,
Promila

Dear Sameer,

What we are doing in our organization is that quarterly we are going ahead with the Employee Satisfaction Tracking System (ESTS) and once a year with the Employee Satisfaction Survey (ESS).

In this questionnaire, all questions center around three headings:

- Self
- Supervisor
- Management

Every quarter, we receive feedback from employees through this program to identify areas where we are lacking and work on improving in those weaker areas. The following quarter, we repeat the process to assess our progress compared to the previous quarter.

To encourage honest feedback, employees are not required to disclose their name and employee code; they only need to mention their department and the name of their supervisor.

This approach helps us pinpoint the actual problems and identify our weaker areas. It provides valuable feedback on our supervisors, serving as a basis for their training needs.

The survey findings are shared with each Head of Department (HOD), becoming part of the meeting agenda. Strategies are then developed to address any identified issues, and necessary actions are taken accordingly.

The ESS is conducted annually to gain a clear understanding of our current standing.

Please feel free to reach out in case of any ambiguity.

Deepa

Dear Deepa,

Thanks for your help. Could you please send me some sample questions to understand the satisfaction of my employees regarding compensation, current job profile, and the method to rate them? This will help me gauge the current employee satisfaction level accurately.

Regards,
Sameer

Hi there!

As I am new in this area, could you give me some light on what you call the ESTS? How is it different from the usual employee satisfaction survey?

Thanks, Isabel :roll:

Hi, this is Vikas Garg. I am pursuing an MBA and need a project report on the effect of employee satisfaction on their performance. So, you are requested to kindly send it to my email ID.

Thank you,

Vikas Garg
MBA Inc.
Panipat (Haryana)