Although there are distinct advantages to conducting regular employee satisfaction surveys online to measuring employee satisfaction – there can also be risks.

Documented here are the main advantages, considerations and the possible risks to conducting employee satisfaction surveys online.

 

Advantages

Identify Problems – Surveys are can be very effective in identify problems areas before they become serious, especially those that are hidden from senior management.

Working Environment – From something small like a broken chair to the more serious problem of sick building syndrome that can result in personnel experiencing headaches; eye, nose, and throat irritation; a dry cough; dry or itchy skin; dizziness and nausea; and difficulty in concentrating. Surveys that focus on the environmental aspects of an organization will ensure that areas of concern are identified in a manner that can be properly measured and controlled.

Remuneration & Benefits – Measure and monitor how satisfied personnel are with their remuneration and benefits.

Mood and Moral – Provides a simple but effective method to measure and monitor the mood and moral of an organization.

Benchmark – In the same way that an organization will consider their financial position by comparison with previous years, so the regular use of online surveys will allow an organization to monitor and measure their progress and development in non-financial terms.

Processes & Procedures – As businesses evolve some of the traditional processes and procedures can become antiquated, personnel are often the first to know and the last to be asked. New technology is often a driver that will cause a business to evolve and the business processes need to be constantly challenged to ensure that they are properly aligned with the technology.

Training – Lack of proper training is a common cause of dissatisfaction among employees and can lead to more serious problems such as stress.

Communication – For an organization to run efficiently good internal and external communications are essential, surveys can provide a method to help organizations to monitor and measure how well an organization communicates.

Goals and Objectives – Surveys can measure and monitor the extent that the personnel are aligned with the senior management’s business goals and objectives.

Cost Effective – Using survey questionnaire software surveys are quick and easy to create, simple to deploy and will provide real-time results.

Compliance – To properly comply with an ever increasing array of regulations the modern organization needs to be able to disseminate information throughout the organization and ensure, through records, that the information has been received, and importantly, understood. Online questionnaires can offer an organization a cost effective method to meet many of their obligations.

Keeping the Initiative – It is always better for management to ask than be told. Management are able to retain the initiative by conducting periodic employee satisfaction surveys and identifying early problems that could otherwise transform into demands.

 

Considerations

Management Backing – A survey that is both sanctioned and has the support of senior management will go some way in ensuring that any action required, based on the survey findings, will be implemented.

Ask the right questions – Consider careful the questions being asked. If the survey is perceived by employees of just trying to tick the right boxes the survey could result in more negative attitudes.

An annual survey should ask questions that will provide senior management with an overall temperature check of the organization.

Only ask questions that will apply to all departments and personnel. Consider running separate one-off surveys that can be targeted at specific personnel if some areas of the organization require detailed investigation.

Incentive – Most employees will feel that by being able to give their opinions that they are already stakeholders in the exercise and will be happy to participate in the survey as they will expect to benefit from the process.

However, some incentive may help improve the overall response rate or could be used to encourage early participation.

Either all participating employees could be awarded a small incentive or entered into a prize draw for a much bigger prize.

Anonymous – The decision to allow respondents to remain anonymous or not needs careful consideration. A survey that is conducted anonymously may allow employees to be more candid, however, anonymity may encourage some individuals to make wild accusations that can not be substantiated and cause considerable concern. When in doubt it is often better to keep everything ‘on the record’ rather than ‘off’.

Where survey respondents are known there is the opportunity to chase for surveys that have not been completed and also to follow up on some issues directly with those employees who have raised them as problems.

Comments – Keep free text comments to a minimum because they are difficult and time consuming to measure and analyze.

Limit the number of questions that allow for free text responses, usually one that asks for general comments at the end of the survey is sufficient and effective; where surveys are not anonymous, consider conducting further surveys to follow-up where the earlier survey identifies areas where additional and more specific information is required.

 

Risks

Management – Some managers can regard any form of employee consultation as a sign of weakness and may have a tendency to dismiss out of hand any negative comment.

Warts and All – A survey is likely to reveal warts and all. Surveys may reveal that the senior management’s top down view differs considerably from the employees’ bottom up view and that once problems have been exposed senior management would not be able to claim ignorance and would have to act.

Non-Action – Many employees will invest time and effort in participating in a survey and their hopes and expectations will be raised. If nothing is done post survey to address the issues that have been raised by the survey then employees may develop a cynical attitude and make it more difficult to obtain employee feedback in future.

Management should be prepared to formally recognize and respond to any issue that is raised as a result of conducting a survey even if the demands of employees are not to be met. If the senior managers have previously agreed to address and resolve some issues then that action should have at least been started before any further surveys are scheduled.

Can Cause Problems – Where surveys reveal, or bring problems, to the surface there could be a tendency for senior management to blame the messenger.

 

Summary

There are considerable benefits in conducting regular online employee satisfaction questionnaires, but for them to be effective important considerations need to be made upfront. Employees can find responding to surveys therapeutic but it is the post-survey analysis and the management’s response and action that will ultimately determine how useful and effective the process has been.

For a sample employee satisfaction survey: Employee Satisfaction Poll

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I’m not happy. My chair has just broken and the printer has still not been fixed. The problem with this place is that it is falling apart. The boss is okay but really doesn’t seem to have a clue as to what is really going on.

And so it goes on.

These are the sort of thoughts that start to go through the minds of individuals when an organization loses touch with their personnel; the chair that is broken, no feeling of appreciation, blaming ‘management’ and for some even questioning the futility of what they are doing. Trivial problems fester and a suspicious and unhelpful frame of mind develops. Can you be sure that this isn’t the sort of thing that is going on right now in your organisation?

What should be social events held outside the office become no more than a forum for complaints and negativity grows among people who feel unable to effect change. Dissatisfaction will often synthesise into a demand for an increase in remuneration, as though like a cheap fix more money will momentarily lessen the pain.

If ignored by management the concerns of this employee will inevitable find empathy with their colleagues own individual concerns, where the only common demand might well be a demand for an increase in remuneration, more paid holidays and a reduction in working hours, all of which will not fix the broken chair, ensure that new personnel are in future properly introduced, trained and managed nor help management identify areas of inefficiency.

Organisations have a habit of pigeon holing people, physically through offices, cubicles or workstations and also in terms of responsibility. It can prove productive if there is effective and strong management in place to support this structure, but over time weak or inappropriate management can infiltrates the management chain and if it does it can be expected that cracks will start to appear.

From the top down all can appear rosy in the corporate garden as the weak and inappropriate manager reports that all is well in the engine room, oblivious to the fact that their coal stocks might be dwindling.

A very skewed view can be the result of relying on a limited number of indicators, just as a one eyed person finds judging distance difficult. By establishing procedures that sample the mood from different perspectives throughout the organisation good management will be able to form a rounded picture.

There are both direct and indirect benefits of establishing good, frequent and extensive communication channels.

Greater respect will be given to a senior management team that is known to have their ear to the ground and where they keep the middle management honest by knowing that middle managers can no longer shrug away the senior manager’s searching inquiry “How is everything going?” question with a non-committal “Fine”; It is my experience that if someone replies with “fine” you need to dig deeper and ask if they really know what is going on.

Most principals of organisation will not have the luxury of spending time walking the floor and discussing the issues of individuals but through online employee surveys they can achieve the same benefits.

Online surveys provide an ideal method to establish good and effective communications between the employer and employee. Using a survey hosting service they can now be created and published with ease and speed.

Surveys can be deployed in seconds by utilising the Internet and intranet, they can be completed easily by employees and the results analyzed in real-time exposing the ‘problems’ and giving early warning towards common themes of dissatisfaction.

Online employee satisfaction surveys have the ability to get to the heart of an organisation, confirm not only that the engine room is working but that there is sufficient coal in the bunker.

The benefits that online surveys bring are considerable, not only are the real issues identified, but employees feel that their voices are being heard and that their views, right or wrong, have a forum.

Online surveys will not in themselves resolve a problem but what they will do is give senior management the opportunity to address the problems and concerns of their employees, if people then leave the organisation they will at least hopefully be doing it for the right and not wrong reasons.

The grass will always appear greener on the other side but the underlying reasons for good people leaving an organisation are rarely purely monetary (although it is often cited as the reason) and more often to do with one or more of the following:-

• the workplace environment;
• a lack of fulfilment;
• insufficient training and feedback;
• lack of a career path;
• over work;
• lack of trust and respect with their senior managers.

A well planned employer/employee communications programme that can identify the individual and common concerns of employees will give senior management the opportunity to address root problems and not just the symptoms of employee dissatisfaction, allowing them to demonstrate to their employees that they are not viewed simply as interchangeable parts that can be used for any job at hand.

Employee surveys need to be customised so they are relevant for each individual organisation. I invite you to put yourself in the place of an employee and complete the short sample employee satisfaction survey, then view the results of the satisfaction survey and just think of the benefits to management being able to measure so easily the heart beat of the organization.

 

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