1, it is best to do it regularly, not because of some events;

2. The management promises to improve or strengthen the follow-up actions of the survey results of employee satisfaction;

3, the number of employees is large, or the organization is huge and there are many departments;

4. There are enough professionals, time and cost to prepare for the investigation;

5. It is best not to target only a certain class (department, qualification, position, education) to avoid unnecessary doubts. [4]

Matters needing attention

1. The professional testers of the consulting company shall conduct the tests:

(1) can give employees a more confidential, safe, credible and objective feeling, and improve their willingness and attitude to answer the questionnaire.

(2) It is best to master the measurement quality.

2, measured by the company's internal personnel:

(1) The sensitivity of testers to employees should be minimized.

(2) Must have received measurement training in order to control the measurement quality.

3. Implement the whole process of investigation, so that employees can feel safe in confidential treatment;

(1) The questionnaire should be recycled.

(2) Give employees their own packaged subscriptions and answer sheets.

4. Only by controlling the quality of the questionnaire can we have correct and effective statistical data:

(1) It is required to do it simultaneously, so as to avoid employees guessing, or the attitude of answering questions will be affected because of different answering environments, so as to avoid employees taking it home or taking it out of the company, which will further affect the attitude of answering questions.

(2) Avoid the interference of answering questions, such as telephone calls, visitors, messy desktops, etc. And it is best to hold it in a conference room or classroom. If you have to be in the office for practical reasons, you should especially strengthen cooperation among colleagues.

(3) The measurement instructions should be concise and to the point, and the tester can answer the questions of the subjects.

(4) Decide the layout of the questionnaire.

Wenwen employee satisfaction survey process. Com enterprise edition

1 Create employee satisfaction/engagement templates, which can be selected from the templates provided by the interviewer or created by yourself. Support multiple questions;

2. Create a questionnaire according to the template. With the same template, multiple questionnaires can be created and multiple evaluations can be compared and analyzed;

3. According to the excel template, import the employee data to be assessed, including email address, department, position, department, etc.

4 email invites employees to answer the evaluation. Monitor the progress of answering questions in time;

5. Export the evaluation report in excel, pdf and word format to evaluate the attributes of companies, departments, individuals and employees;

6 evaluations, generate comparative analysis reports, and master the changes.

Investigation tool

Employee's job satisfaction is people's subjective response to the working environment, so it is also a method of attitude measurement. The measurement methods include structured questionnaire, unstructured questionnaire, observation impression method, guided and unguided interview method. In the actual investigation and study, because the questionnaire method is the easiest quantitative tool to measure and measure, when measuring job satisfaction, most of them use the questionnaire method, some of which are translated or revised by China Telecom, and are cited more and more. At present, the measuring tools/methods of "Employee Satisfaction Survey" generally accepted and adopted by China Telecom are as follows:

A "job description index method" (job satisfaction index)

This scale was developed by Brefeld &; Ross (195 1). It mainly measures the overall job satisfaction of workers, that is, the overall job satisfaction. This is the most famous employee satisfaction survey, which has its own satisfaction level on salary, promotion, management, work itself and company groups, and can be used in various forms of organizations.

Second, the "overall job satisfaction index" (overall job satisfaction)

This scale was developed by Brefeld &; Ross edited it. It mainly measures the overall job satisfaction of workers, that is, comprehensive satisfaction.

Three Minnesota Satisfaction Questionnaire (MSQ)

This scale consists of Weiss, Charlie Davies, English &; Lofquist( 1967)。 The scale is divided into short type and long type. The short form includes 20 questions, which can measure employees' internal satisfaction, external satisfaction and overall satisfaction; There are 120 questions in the long questionnaire, and workers' satisfaction can be measured by 20 work dimensions and general satisfaction. There are five minor events under each of the 20 major events. These 20 items are: the exertion of personal ability; Sense of accomplishment; Initiative; Company training and self-development; Power; Company policies and implementation; Remuneration; Team spirit of departments and colleagues; Creativity; Independence; Moral standards; The company rewards and punishments for employees; My responsibility; Work safety of employees; Social services enjoyed by employees; Social status of employees; Employee relationship management and communication; Technical development of the company; Diversified development of the company; Working conditions and environment of the company. Minnesota Job Satisfaction Survey also has a simple form, that is, you can directly fill in the satisfaction level of each of the above 20 major items, and weight all the scores of these 20 major items to get the total satisfaction. MSQ is characterized by the integrity of job satisfaction and the integrity of structural measurement, with the disadvantage of 120. As far as the error is concerned, it is controversial whether the subjects are patient and careful enough. Therefore, China Dispatching Network adopts this set of measurement tools, and most of them use short questionnaires.

Four copies of "Peter's Needs Satisfaction Questionnaire"

Suitable for managers. Its questions focus on specific management issues, and each question has two sentences, such as "What are your personal growth and development opportunities in your current management position? What should be the ideal situation? And what is the actual situation? " Wait, it applies to managers.

5. Job Description Index (JDI).

This scale was developed by Smith, Kendall &; Hu Lin (1969). It can measure workers' satisfaction with the work itself, salary, promotion, boss and colleagues. The sum of these five aspects is the score representing the overall job satisfaction. The characteristic of JDI is that subjects do not need to express their inner feelings, but only need to find different descriptors for different aspects (the amount of questions is not necessarily the same) and choose them. Therefore, subjects with low academic qualifications can also be easily answered.

Because this scale has been studied repeatedly in the United States, it is found that the test effect is good and has been well received by many scholars. Many scholars in China use JDI scale. According to the statistics of China Communication Network, more than 80% researchers use this scale as a measure of job satisfaction, and the results obtained are also very satisfactory. In China, this scale has been translated into Chinese by China Central Network and revised.

Six "SRA employee survey", also known as SRA attitude survey.

This scale was compiled by Chicago: Scientific Research Association (1973). Including 44 topics, we can use 14 work dimensions to measure employee satisfaction.

7. "Work Diagnosis Survey" (JDS).

This scale was developed by Hackman &; Compiled by Oldham( 1975), it can measure employees' general satisfaction, internal work motivation and special satisfaction (including job security, treatment, social relations, supervision and growth); In addition, it can also measure the characteristics of workers and the intensity of personal growth needs.

Eight "job satisfaction scales"

This scale was developed by Hackman &; Compiled by Lawler, it can measure subjects' self-esteem, self-respect, growth and development, attention, supervisor's attitude, independent thinking and action, job security, job treatment, job contribution, setting work goals and methods, friendship, promotion opportunities, customer's attitude and work power.

Nine "Locke, Amod and Fidman scales"

Locke put forward 10 factors of employee satisfaction: work itself, remuneration, promotion, recognition, working conditions, welfare, self, managers, colleagues and members outside the organization.

Amod and Fidman put forward that the structural factors of job satisfaction include job itself, boss, economic reward, promotion, working environment and working group.

investigation method

Several investigation methods to choose from.

Interview survey method: collect oral information; Record interviews and observations. Features: the advantage is direct; Flexibility, adaptability and adaptability; High response rate and high efficiency; But it needs to be trained in advance; Large cost, small scale, long time consumption and low standardization. Type: structured interview, well-designed questionnaire and unstructured interview all need to be designed in advance, and you can ask questions freely without an outline. Place: Suitable for companies and public places with scattered departments. Number of people: group and individual interviews. Time: one-time or follow-up interview.

Questionnaire survey method: design test papers and distribute them to individual employees or groups. Features: wide range, better effect combined with interview. Type: There are two kinds of open questionnaires and closed questions and answers, each with its own advantages and disadvantages, and the combination of the two is better. Questionnaire: Need to design topics, descriptions, explanations, contents, dynamic questions, attitudes, figures, etc. Design: non-choice, multiple choice, comparative choice, sorting choice, degree choice, free question, time limit.

Three sampling methods: random sampling, equidistant sampling, stratified sampling and overall sampling.

Investigation process

If you have never done an employee satisfaction survey, you may not know how to implement it. Here we will introduce the whole investigation process and the main points of each step.

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

It looks very simple. You just need to ask yourself two questions:

Do you have any employees?

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:

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.

The turnover rate of employees 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 normal for a company's management decision-maker 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 has successfully reduced the turnover rate of employees from 50% to 30% by implementing employee surveys, 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, suggestions and reports) within 2 to 3 weeks.

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

This step is much simpler than 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 and high cost. 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 studied and developed a basic questionnaire suitable for most companies, which contains core questions, including: supervisor justice, organizational communication and working environment. Based on these core issues, we will make personalized designs according to the requirements of different customers. We will regularly check the basic questionnaire according to the latest implementation projects to see which questions need to be supplemented and which ones need to be adjusted, so as to ensure the broad representation of the basic questionnaire, and let customers know the position of their enterprises 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? If so, can you give us some reference?

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-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 few employees in the company have access to the Internet, we suggest using the traditional paper survey method.

In some cases, we can also use the hybrid method, which can effectively improve the response rate.

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:

They don't feel qualified to answer,

They are afraid to 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), which is not simply to check the wording of the questionnaire-we check the correct logical jump, the order of the questions and the format of the questions.

After the questionnaire is confirmed, if it is a paper questionnaire, we will arrange typesetting and printing; If it is an online questionnaire, we will generate an online questionnaire through a professional Kumar questionnaire design system (this questionnaire can be completed in simple steps).

When 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.

Determine the target audience for promotion. The audience to be promoted in the employee satisfaction survey actually includes two types of people-employees and employees' managers.

It is obvious to let employees know the reasons for the survey, but managers are also the necessary target audience-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.

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

3. Communicate 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 conduct 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 investigation 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? This type of investigation, 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 based on each independent question or the average value of a group of questions.

2. Find the salient point. Generally speaking, different aspects will appear in 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 to meet the following two criteria:

They need to improve,

In addition, their improvement will greatly improve the bottom line of the overall satisfaction score.

We look at the statistical relationship between every two attributes to measure the overall satisfaction score. Those attributes with high magnification will have a stronger impact on the overall satisfaction score. By plotting the leverage score and the importance score as x and y of the coordinate axis respectively, it is easy to see which attributes need immediate attention.

When the correlation and average score of each problem are scattered on the coordinate graph, the result is a quadrant graph. The problems in the north corner of Tutsi coordinates are the problems that the company needs to pay attention to immediately.

4. Analysis of employees' opinions. Just reading employees' feedback can make you easily understand employees' thoughts. However, a correct understanding is not so easy, if not impossible, for two reasons.

● Readers have potential views on comments and tend to use their own views to measure employees' comments.

● The amount of comments from a few employees may be amazing, and dozens or even hundreds of pages of comments may also exist.

The solution is to encode the content of comments and classify all comments according to different keywords or sentences, so that we can carry out quantitative analysis such as frequency for different keywords.

5. Comparison of subdivided groups. In some cases, most or all subgroups have the same view on one thing. But in other cases, the views of different groups are quite different. If we don't analyze and compare the subgroups, it will be difficult for us to find the differences and take effective improvement measures.

6. Summarize the main findings. This stage is mainly to summarize the results of the whole investigation and make suggestions on the key problems found.

7. Main recommendations. According to the main findings, put forward improvement suggestions for customer operations and assist customers in targeted implementation.

Step 10: Share your findings.

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

If you want to improve the productivity of the company through employee satisfaction survey, you must let everyone know the overall situation of the company and their personal influence 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

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.

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

3. 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 next 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.

Issues to be considered when publishing results:

1. Make an information release plan before the investigation is completed;

The project implementation manager briefly introduces the investigation project to the general manager;

3. The general manager should share the survey results with the department heads. The overall results are shared in high-level meetings, and individual results are shared through one-on-one communication;

4. Then, the department head shares the results of the internal investigation with the department head;

5. Each presentation should emphasize the main results of the investigation. Detailed findings should also be displayed. But don't let people fall into the maze of numbers, and use charts to explain the problems when demonstrating the survey results, which is more conducive to the communication of the survey results;

6. Use the best media to show the overall survey results to employees; Through multimedia conference, e-mail, intranet or newsgroup;

At all communication meetings, ensure that communication is two-way and encourage employees to ask questions at any time;

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. The results of the investigation are already 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 survey results

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 published and the primary problems to be solved are determined, 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 size of the company, it usually takes three to four weeks to complete the implementation of the whole survey project.

Generally speaking, advocating an organizational culture that respects human nature, puts people first and pays attention to teamwork can effectively improve the work efficiency of employees and improve their satisfaction.