KPI Library – Employee Satisfaction

Employee Satisfaction Index


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. Furthermore, 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.