Employees & Stakeholders | Our Services | Ruby Cha Cha

Employees and Stakeholders

Employees and stakeholders are the most important and influential groups in any company. Maximising employee and customer satisfaction, partnering with suppliers for mutual gain, and being accountable for actions to society in general are as important as making a profit.

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By addressing stakeholder expectations, any business can create shareholder value and link employee satisfaction to business results. Content employees are more likely to be committed to creating customer satisfaction. Carrying out research into employee attitudes and views in order to identify ways of building employee satisfaction is an important tool to manage your overall business and culture.

Many measures purport that employee satisfaction is a factor in motivation, goal achievement, and positive morale in the workplace. It is often measured by anonymous surveys that are administered periodically to gauge employee satisfaction.

A satisfaction survey is a series of questions that employees answer to inform the employer about how they feel about or how they experience their work environment and culture.

The questionnaire usually offers both questions that ask employees to rate a particular aspect of the work environment and open-ended questions that allow them to express opinions. Though the facets do vary from company to company, some different types of measures may include:

  • Management
  • Understanding of mission and vision.
  • Empowerment
  • Teamwork
  • Communication
  • Co-worker interaction

With carefully chosen questions, an employer can get the feel for the happiness, satisfaction, and engagement of an employee, and when a survey is used at specific intervals, such as annually, an employer can track employee satisfaction over time to see if it is improving.

Any employer who chooses to use a satisfaction survey with employees must be committed to the process, as employees will be looking to see what changes will be made as a result of their input. Employers should be committed to:

  • Reporting the results to their employees.
  • Being open to making changes to the work environment, with the help and involvement of employees and teams of employees.
  • Communicating transparently about the changes, their impact, and future plans are all part of a positive satisfaction survey process.

Without open constructive communication, results reporting, and employee updates, employees will not trust the employer's motives in collecting survey data. Over time, employees will cease to respond or respond only with answers that they believe the employer wants to hear. This dilutes the usefulness of the data collected on the survey to drive sustainable positive change.

The involvement of employees in improving the work environment based on survey results creates an environment of shared responsibility for workplace culture and improvements. Employers should avoid leading employees to believe that satisfaction at work is the employer's responsibility. Employee satisfaction is a shared responsibility.

Performance management and KPIs:

In the workplace there is constant pressure to achieve performance targets, to reach higher performance levels, and to ensure that people's work supports and furthers the organisation's goals.

"How well is an employee applying his or her current skills, and to what extent is he or she achieving the outcomes desired?"

This is the key question asked in Performance Management. The answer has traditionally been found in the performance evaluation process, where managers look for hard data to tell how well an employee has performed his or her duties.

What is often missing from this evaluation, however, is making sure that the employee’s work is accelerating the organisation’s goals. After all, you may have a very hard-working and dedicated team member, but if he or she is not working on things that advance the organisation's purpose, there is little point.

This is where Key Performance Indicators come into play, applied both at an organisational and individual level. At an organisational level, a Key Performance Indicator (KPI) is a quantifiable metric that reflects how well an organisation is achieving its stated goals and objectives.

For example, if your vision includes providing superior customer service, then a KPI may target the number of customer support requests that remain unsatisfied by the end of a week. By monitoring this, you can directly measure how well your organisation is meeting its long-term goal of providing outstanding customer service.

Another way is to ask your customers about employee performance. Running a satisfaction survey with your key customers not only helps you to assess the overall performance of your staff, but can also give you some insights about how your competition is performing. One approach is the MaxDiff methodology, which is a way of obtaining preference/importance scores for multiple items (brand preferences, advertising claims, customer service interactions, pricing, etc). MaxDiff, also know as “best-worst scaling”, is easy to use and applicable to a wider variety of research situations. Since respondents make choices between attributes rather than expressing strength of preference using a numeric scale, there is no opportunity for scale use bias. This is an extremely valuable property for cross-cultural research studies.

Overall, conducting and measuring business and employee performance helps to link your business activities to your achieving your mission and future strategies.

Get in touch with Ruby Cha Cha

Get in touch with Ruby Cha Cha