On a daily basis, you are more and more asked to give your opinion: TripAdvisor (when you could travel… the old ones know), Airbnb, Uber, Amazon etc etc….
At the slightest action, sometimes even when you have spoken to your bank advisor or an Orange operator for 1 minute and a half, you receive a satisfaction form to fill in.
It’s pleasant, sometimes boring, but at least you feel valued.
As a business leader/manager/perfectionist (delete as appropriate), you often seek to evaluate customer satisfaction.
But have you also thought about monitoring employee satisfaction?
As your employees are like you: they are asked for their opinion all the time. And sometimes they even give it without being asked (hello social networks)
At Furious, we natively integrate the measurement of employee satisfaction into the data that is important for the good management of the company.
And we’ll explain you why it’s important.
What is job satisfaction and why is it essential?
Job satisfaction is not just a “buzzword” thrown around. It represents the well-being, sense of accomplishment, and alignment of an employee with their work and work environment. When an employee is satisfied, they become more engaged, take initiatives, and are more willing to adapt to changes. Here’s why it is crucial:
- Implication: a satisfied employee is an engaged employee. They take their responsibilities to heart and become involved in the company's projects.
- Job satisfaction is a key factor in retaining talent. A happy employee is less likely to look elsewhere.
- Productivity: satisfied employees are often more productive. They are motivated and focused, which translates into higher-quality work.
Why is employee satisfaction central to a company's success?
Just as an engine needs fuel to operate, a company needs its employees to thrive. If your employees are satisfied, not only will they work with passion, but they will also become ambassadors for your brand.
- Work atmosphere : un environnement positif est contagieux. Lorsque les collaborateurs sont heureux, l'ambiance générale de l'entreprise est plus agréable, ce qui est bénéfique pour tout le monde.
- Brand image: satisfied employees speak positively about their company. This strengthens your brand image, both internally and externally.
- Innovation: an employee who feels valued and heard is more likely to propose innovative ideas.
How does job satisfaction influence employee productivity and retention?
The correlation between job satisfaction, productivity, and retention is strong. A satisfied employee is more likely to stay loyal to the company and give their best effort.
- Less absenteeism: a happy employee is less likely to get sick or be frequently absent.
- Less turnover: employee retention is directly linked to their satisfaction. Fewer departures mean lower recruitment and training costs for new hires.
- Efficiency: an employee who enjoys what they do will be more effective and make fewer mistakes.
How do companies with highly satisfied employees stand out?
In an increasingly competitive professional world, standing out is essential. And nothing beats happy and engaged employees to make the difference.
- Strong company culture: companies known for their excellent job satisfaction often have a solid company culture where every employee feels valued.
- Professional development: these companies invest in training and development for their employees, ensuring their skills advancement.
What are the recognized reasons for job satisfaction in the industry?
Each sector has its specifics, but some reasons for job satisfaction are universal:
- Recognition: gratitude and acknowledgment for a job well done.
- Work-life balance: being able to reconcile career with personal life.
- Career opportunities: clear and accessible prospects for advancement.
What are some tangible examples that demonstrate the impact of job satisfaction?
- Testimonials: happy employees often share their positive experiences, whether in interviews, on review sites, or on social media.
- Awards: many companies known for their excellent job satisfaction have been recognized with awards and certifications.
- Growth: companies that focus on employee satisfaction often experience faster and more stable growth.
From an internal point of view
"Between what I think. What I want to say. What I think I say. What I say. What you want to hear. What you hear. What you understand... There are ten possibilities that we may have difficulties in communicating. But let's try anyway…" Bernard Werber
In our TOP 20 management errors in companies, no one is exempt from communication or management errors, that’s a fact. It is not always easy to make oneself understood or to be heard in stressful situations, whether inherent to the company or not.
However, listening is the basis for compensating for possible management mistakes.
It therefore seems essential to ask for this feedback at obvious stages: end of project, HR monitoring, team needs, etc. And to automate this process in order to be sure of having regular quantitative and qualitative feedback.
This brings 2 essential benefits:
- This will enable you to highlight potential problems, tensions and misunderstandings well in advance. And to remedy them before you end up with a big mess that managers fear
- On the other hand, some sectors, including digital agencies and ESNs, are subject to fierce HR competition: turnover is high and a big salary is not enough to secure the good elements. An employee who feels heard and taken into account will appreciate it and this will contribute to their loyalty.
Sources : Les Echos and Ifop
From an external point of view
First of all, the employee is often the window to the customer: it is therefore essential to keep an overview of what is going on between them in order to anticipate problems and collateral damage.
Therefore, the evaluation of employee satisfaction is the logical counterpart to the evaluation of customer satisfaction.
Moreover, beyond the customer, it is the whole chain of prospection but also of recruitment that can be impacted by the poor satisfaction of your employees.
In the age of social networks and Glassdoor, your followers are likely to give their opinion publicly, with or without your knowledge or control.
The #BalanceTonAgency phenomenon has had a strong impact on the sector. Some of the issues raised could surely have been dealt with internally. And the iceberg would have been detected much earlier, without going through the “let’s wash our dirty linen in public” process.
How to effectively measure employee satisfaction?
In a constantly evolving professional environment, it is essential to regularly gauge the pulse of your employees. Measuring employee satisfaction is not limited to asking a few questions during an annual review. It is an ongoing process that requires appropriate tools and techniques.
What are the key indicators of employee satisfaction?
Key indicators can vary from one company to another, but here are some universally recognized ones:
- Turnover rate: a high rate can indicate a satisfaction issue.
- Absenteeism rate: frequent absences can be a sign of dissatisfied or demotivated employees.
- Direct feedback: individual interviews, focus groups, or suggestion boxes.
- Satisfaction survey results: a valuable source of information on employee sentiment.
Why is it crucial to conduct employee satisfaction surveys regularly?
Conducting regular surveys is key to understanding your employees’ changing needs:
- Constant evolution: employees' needs and expectations evolve. What worked a year ago might no longer be relevant today.
- Anticipating problems: waiting for a problem to become visible may be too late. Surveys help identify potential issues early on.
- Engagement: showing employees that their opinions matter strengthens their commitment to the company.
How to design an employee satisfaction questionnaire?
A positive work environment is not only beneficial for employees but also for the company. It improves productivity, reduces turnover, and strengthens the brand image.
How to identify and address potential sources of dissatisfaction?
- Active listening: it is essential to create an environment where employees feel free to share their concerns.
- Regular analysis: frequently assess survey data and key indicators.
- Quick implementation: once a problem is identified, act swiftly to resolve it.
What strategies to implement to improve employee satisfaction?
- Training programs: investing in ongoing training shows employees that you care about their development.
- Employee benefits: competitive benefits can make a significant difference in employees' perceptions.
- Recognition: rewards and recognition programs to value individual contributions.
- Flexibility: offering flexible hours or telework options to improve work-life balance
Going beyond employee satisfaction: aligning with customer expectations
While employee satisfaction remains crucial, it is equally vital for a company to focus on customer satisfaction. After all, a satisfied customer can lead to a happy employee. By aligning customer expectations with those of employees, a synergy can be created that drives the company towards sustainable success.
What are the 4 main expectations of customer satisfaction?
- Product or service quality: customers expect the product or service they purchase to be of the highest quality and meet their needs.
- Customer service excellence: prompt, competent, and courteous assistance can often make the difference between a loyal customer and a lost one.
- Value for money: customers seek value for their money. This does not always mean the cheapest product but rather something worth the cost.
- Integrity and transparency: customers want to deal with honest companies that keep their promises and communicate openly.
How can customer satisfaction measurement indicators influence employee satisfaction?
Customer satisfaction and employee satisfaction are closely linked. Here’s how customer satisfaction indicators can impact:
- Positive reflection: when customers are satisfied and express it, it boosts employee morale. They feel valued and recognized for their work.
- Continuous improvements: customer feedback can highlight areas for improvement, offering employees opportunities for training and development.
- Goal alignment: when employees understand what customers expect, they can better align with these expectations, leading to overall improved satisfaction.
- Strengthening company culture: a customer-focused culture also encourages employees to excel, creating a more positive and collaborative work environment.
Monitor your employees' satisfaction with Furious
Of course, it is very frustrating to discover dissatisfaction and frustration after it has come to light on public platforms. But again, anticipate potential problems. Take notice and react. And you will be likely to turn a disgruntled employee into an ambassador for your company.
Furious saves our clients an average of 20% of their management time. That’s 1 full day of your working week. Yeah, right.
Like a virtual assistant, the tool will be there to remind you of your employees’ birthdays. But also to monitor their satisfaction at the end of projects, both with the project itself and with the client or the associated team.
It will also be your partner for interviews and performance monitoring. The interface that will communicate your teams’ needs (yes yes this is where they will ask you for a new ping-pong table #TrueStory) etc.
In short, business management does not stop at project management or customer follow-up, your wealth comes from within. Your resources are precious because that is what you sell. It is important to have a clear, fair and empirical vision of how your employees feel, because “If one does not know to which port one is sailing, “no wind is favorable.”.
* Of course, some of the facts reported require much more than an evaluation of employee satisfaction, and deal with endemic problems that unfortunately no tool could solve.
