Evaluation of the degree to which employees are content / happy in their work roles. This measure is considered of importance due to the causal link between happy / motivated employees who are more likely to deliver satisfaction to customers and drive successful business performance. Further more this link is evidence to support the inclusion of both financial and non financial perspectives as recommended in the Balanced scorecard approach to business strategy. Information is generally collected via a satisfaction survey, based upon a selection of key areas which combine to represent the overall experience of staff.
Employees score answers to questions with 1 – 5, Strongly disagree (score 1) to Strongly agree (Score 5) Total the number of points for each respondent Total number of questions answered by respondent. Employee Satisfaction Index (%) = (Total point score divided by Total questions) x 100
Identify a selection of key questions which may include some of the following; effectiveness of leadership, management support, organizational culture, conditions of service.