ABC COMPANY EMPLOYEE PERCEPTION SURVEY

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1 ABC COMPANY EMPLOYEE PERCEPTION SURVEY Prepared By SDS ABC Company,. Page 1

2 TABLE OF CONTENTS Overview 4 Summary 6 PAGE Conclusions and Recommendations 15 QUESTION BY QUESTION 17 Dept 18 Do you have employees who report to you? (Supervise) 19 Q1. Overall, how do you rate ABC Company as a place to work? 20 Why did you choose this rating? 21 Q2. How do you rate your overall satisfaction level in your job? 22 Why did you choose this rating? 23 How satisfied are you with the following? Q3a. Working environment: 24 Q3b. Benefits: 25 Q3c. Salary/wages: 26 Q3d. Supervision: 27 Q3e. Job Security: 28 Q3f. Policies/Procedures: 29 Q3g. Feel a part of the company: 30 Q3h. Opinions sought and honored: 31 Q3i. Chance for advancement: 32 Q3j. Communication: 33 Q3k. Decision-making opportunities: 34 Q3l. Training: 35 How well does ABC Company communicate with you in the following areas? Q4a. Job expectations: 36 Q4b. Communication between departments: 37 Q4c. Communication between you and your supervisor: 38 Q4d. Recognition: 39 Q4e. Communication within your department: 40 Q4f. Communication between management and non-management: 41 Q5. Please explain the reasons for your ratings of communication? 42 How well do the employees of ABC Company perform the following customer service functions? Q6a. Courtesy: 43 Q6b. Product knowledge: 44 Q6c. Helpfulness: 45 Q6d. Thoroughness/Follow-through: 46 Q6e. Responsiveness: 47 Q6f. Problem solving: 48 SDS ABC Company,. Page 2

3 TABLE OF CONTENTS (Continued) PAGE Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? 49 Why did you choose this rating? 50 How do you rate your direct supervisor on the following? Q8a. Being a good example: 51 Q8b. Being available to you: 52 Q8c. Being fair: 53 Q8d. Communicating: 54 Q8e. Dealing with problems: 55 Q8f. Keeping you informed: 56 Q8g. Involving you in decisions: 57 Q8h. Holding you accountable: 58 Q8i. Feedback on performance: 59 Q8j. Establishing trust: 60 Q8k. Planning the work effectively: 61 Q8l. Interacting with you: 62 Q8m. Dealing with poor performers: 63 Q8n. Motivating you: 64 Q8o. Promoting a safe work environment: 65 What IMPROVEMENT have you seen in the following since the last survey? Q9a. ABC as a place to work: 66 Q9b. Your overall satisfaction: 67 Q9c. Communication: 68 Q9d. Customer Service: 69 Q9e. Management and supervision: 70 Q9f. Feeling valued within the organization: 71 Q10. What do you like MOST about working for ABC Company? 72 Q11. What do you like LEAST about working for ABC Company? 73 Q12. What other issues that have not been addressed would you like to share? 73 APPENDIX A (All Verbatim Responses) 74 APPENDIX B (Cross tabulations by Dept and Supervision) 89 APPENDIX C (Questionnaire) 130 SDS ABC Company,. Page 3

4 OVERVIEW In January of, ABC Company contracted with SDS Research to conduct an Employee Survey consisting of questionnaires completed by the employees of the company. Surveys were returned from the following self-selected employee categories. A total of 44 ABC Company employees participated from the employee list of 68. Dept Valid Administration Customer Service Electric and Maintenance Water and Sewer Distribution Waste Water Treatment and Water Treatment Plant SCADA No Dept Frequency Percent The survey addresses the overall level of satisfaction among ABC Company employees. It evaluates attitudes and opinions in specific areas of satisfaction, including: Communication, Customer Service, and general job elements. It assesses the employees perception of the company s Management and Supervision, determines how employees feel about their relationship with their Direct Supervisor, and solicits suggestions for improvement; feedback regarding the most and least appealing aspects of employment at ABC Company, employee perception of improvement since the employee survey, and other open-ended feedback. SDS developed the survey questionnaire in consultation with ABC Company management to meet the current needs of the company. SDS ABC Company,. Page 4

5 Overview (Continued) Each employee was invited to respond to the survey via a survey questionnaire distributed by mail to the employees home address. Employees were sent the survey twice in March. Surveys were returned by mail and were collected by an SDS representative. All surveys were delivered directly to SDS headquarters Farmington, UT. A total of 44 surveys were received, or 65% of the employee population. (There were two surveys returned blank for a total of 46 respondents, but nothing could be entered into the data). SDS agents collected and input the data during March of. SDS used SPSS (Statistical Package for Social Sciences) software to collect and analyze the data for the survey. In this report, the responses to each question asked in the survey are presented in a bar chart. Following this introduction, the Summary provides the general results of the survey by survey area, including Overall Job Satisfaction, Communication, Customer Service, Management and Supervision, Improvement and open-ended feedback. Also included are some conclusions and recommendations by SDS Research. After the Summary is a question-by-question analysis of the survey results, including bar charts; each is accompanied by a cross-tabulation table that provides responses to each possible answer choice for each question, by year. All percentage values and counts can be found in the cross-tabulation table for each question. The last row of each table shows the combined responses, which match the data displayed in the bar charts. Any verbatim analysis will be included in the question-by-question section. After the question-by-question results are the Appendices, which contain all verbatim comments received, any cross-tabulations, and a copy of the survey questionnaire. SDS ABC Company,. Page 5

6 SUMMARY The following is a summary of the ABC Company employee survey for. This summary includes an overview of the results of each main area of the survey. The survey includes five major areas Overall satisfaction, Communication, Customer Service, Management and Supervision (including ratings for Direct Supervisor) and Improvement (added ). The following table shows the average mean score and NPI for the survey: Survey Area Excellent (5) Good (4) Neutral/ Fair/Poor (3+2+1) Mean Mean Overall company rating (Q1) Overall satisfaction (Q2) Job Elements (Q3) Communication (Q4) Customer Service (Q6) Management & Supervision (Q7) [Direct Supervisor (Q8)] Average *Questions with sub-questions are the average of all questions in that section Diff. Customer service again has the highest ratings of the survey at 4.00, while Management and Supervision is lowest at Only one category has a Mean score below The average Mean of the major areas is While Overall Management and Supervision is rated low (2.89), ratings for all the elements of Direct Supervisor are considerably higher at a Mean score of All categories have higher Mean scores by on average. Top Box (Excellent or 5) ratings average 13.5% (an increase of 8% from ) for all areas. SDS ABC Company,. Page 6

7 Overall Satisfaction Employees give the company an overall Mean rating of 3.64 in. Good responses at 61.4% are the modal score (most often selected), while Excellent has the lowest percentage at 11.4% (up from 5.1% in ). Lower Box ratings (Neutral/Fair/Poor) are 27.3% (down from 59.0% in ); greatly improved, Excellent Good Neutral/ Fair/Poor Mean Mean Overall Company Rating (Q1) Diff. Employees rate their Overall Job Satisfaction at a Mean of 3.64, the same as the Overall Company Rating. Excellent responses are 13.6% (up from 2.6% in ), while over half (52.3%) choose Good. Excellent Good Neutral/ Fair/Poor Mean Mean Overall Satisfaction (Q2) Diff. The ratings for the two Overall Satisfaction questions reflect a moderate level of increased positive response. A Mean of more than 3.00 can be considered positive on a 5-point scale. While the percentage of Excellent ratings for both questions remains low, however, employees feel a higher level of engagement with their jobs and the company than in. SDS ABC Company,. Page 7

8 General Job Elements Question 3 of the survey asked employees to rate their satisfaction with twelve general job elements. The average mean score for these job elements is The following table contains the mean scores for all job elements rated, by year and listed in order from highest to lowest Mean. A difference is in the last column: Mean Mean Q3B. Benefits: Q3E. Job security: Q3C. Salary/wages: Q3A. Working environment: Q3D. Supervision: Q3L. Training: Q3K. Decision-making opportunities: Diff Q3F. Policies/Procedures: Q3G. Feel a part of the company: Q3H. Opinions sought and honored: Q3I. Chance for advancement: Q3J. Communication: Average Benefits is still the highest rated job element at 4.30; higher than the next highest Mean score. It is also the only element of the category with more Top Box (Excellent) responses than Lower Box (Neutral/Fair/Poor). Almost one-half (48%) of respondents chose Excellent for Benefits. No element had zero Excellent responses, with the average for all twelve at 16.5% (up from 4.5% in ). About half of employees chose Lower Box ratings for the job elements. SDS ABC Company,. Page 8

9 Communication Respondents were asked to rate the communication at ABC Company in six different areas. The average Mean score of these communication ratings is The following table shows each communication component Mean, by year and listed by highest to lowest Mean. A difference is in the last column: Q4C. Communication between you and your supervisor: Mean Mean Diff Q4A. Job expectations: Q4E. Communication within your department: Q4D. Recognition: Q4F. Communication between management and nonmanagement: Q4B. Communication between departments: Average Communication between you and your supervisor scores highest among the Communication components with a Mean of Communication between departments is rated lowest at Again, none of the communication elements have 0 Top Box ratings, while the average of all six is 8.4% (up from 0.9%). Similar to, the entire Communication category almost registers on the negative scale, being just over a Neutral score of An average of almost 6 of 10 respondents chose Lower Box ratings for Communication. This is down slightly from about 8 of 10 in. SDS ABC Company,. Page 9

10 Customer Service Employees rate the overall level of customer service provided by the employees of the company with the highest overall Mean score of the general survey areas at The following are the Means for the elements of customer service by year listed from highest to lowest Mean. A difference is in the last column: Mean Mean Q6A. Courtesy: Q6C. Helpfulness: Q6B. Product knowledge: Q6E. Responsiveness: Q6F. Problem solving: Q6D. Thoroughness / Followthrough: Diff Average The Good or 4 ratings for Product knowledge and Thoroughness / Follow-through include over half the total responses. The average of 4.00 for all components of Customer Service is the top rating for the entire survey and an average increase of Top Box ratings are higher than all other categories in the survey at 26.7% (up from 17.1% in ) and Lower Box ratings are just 22.1%. All elements of Customer Service continue to be rated strongly in the positive scale. SDS ABC Company,. Page 10

11 Management & Supervision The lowest rating of the survey is found in the Overall Management and Supervision question. While showing much improvement, at a Mean of 2.89 and almost two-thirds (61%) lower Box, this is clearly still an area of concern for respondents. Excellent Good Neutral/ Fair/Poor Mean Mean Management & Supervision (Q7) Diff. Overall Management and Supervision Mean ratings have increased by almost a full point (+0.92) from to. While Excellent ratings are still at just 2.3%, the bottom box ratings have gone down by 23% since the survey. (This topic is described with detail in the Conclusions and Recommendations section.) SDS ABC Company,. Page 11

12 Direct Supervisor Respondents were asked to rate their direct supervisor in fifteen different areas of performance. The following table shows the ratings for each supervisory behavior listed by year and by highest to lowest Mean. A difference is in the last column: Mean Mean Q8B. Being available to you: Q8H. Holding you accountable: Diff. Q8O. Promoting a safe work environment: Q8L. Interacting with you: Q8A. Being a good example: Q8J. Establishing trust: Q8C. Being fair: Q8 D. Communicating: Q8F. Keeping you informed: Q8I. Giving you feedback on performance: Q8N. Motivating you: Q8K. Planning the work effectively: Q8G. Involving you in decisions: Q8E. Dealing with problems: Q8M. Dealing with poor performers: Average In, Direct Supervisor ratings average above the Neutral scale at There is almost a full 2 points (1.65) between the highest and lowest rated elements. Just one of the fifteen elements slants toward the lower end of the scale. Ratings of specific direct supervisor behaviors are higher on average. SDS ABC Company,. Page 12

13 Improvement These questions were added in so no yearly comparisons are available. Employees were asked to rate the level of improvement they saw for six areas. (Please remember this is a 3-point scale): GREAT Improvement FAIR Improvement NO Improvement Q9D. Customer Service: Q9A. The ABC as a place to work: Q9E. Management and supervision: Q9B. Your overall satisfaction: Q9C. Communication: Q9F. Feeling valued within the organization: Average On average, about two-thirds (67%) of employees say they have seen FAIR Improvement, (50%) or GREAT Improvement (16.6%). The highest rating is for Customer Service with 100% improvement either GREAT (41.5%) or FAIR (58.5%). The lowest rating is for Feeling valued within the organization, with over half (51.2%) rating as NO Improvement. SDS ABC Company,. Page 13

14 Open-Ended Feedback Many employees took the opportunity to respond to the open-ended questions in the survey (Questions 1, 2, 5, 7, 10, 11, 12,). A content analysis of these questions can be found in the Question-by-Question results. All of these responses are included in Appendix A, where they can be found verbatim, exactly as provided to SDS, in order to maintain the original tone and intent of each comment. SDS ABC Company,. Page 14

15 Conclusions & Recommendations ABC COMPANY 1. The results of the ABC Company Employee Survey are much improved from. Every element of the survey is higher, some showing very significant improvement. Many of the elements that have improved the most are those that were rated lowest in the last survey. The average Mean for the five major areas of 3.42 is more than a half a point higher than 2. SDS Research considers a Mean score of 3.00 to be the dividing line between positive and negative results. Anything above 3.00 and approaching 4.00 is very positive. Scores less than 3.00 require some careful attention. Of course, trends are also relevant. The survey identifies some very positive trends in elements that still register in the lower range. In our experience, a difference in Mean score of.25, or one-quarter of a point, is notable when compared to previous surveys or other elements of the current survey. A difference of.50, one-half point, or higher is significant. There are elements of the survey that are almost a full point higher than. 3. Overall Company Rating and Overall Satisfaction are up a half point and third of a point respectively to a Mean of 3.64 each. 4. The 12 Job Elements have shown dramatic improvement. Just two of the 12 elements, Chance for Advancement and Communication, are below In the survey, nine elements were below 3.00 and one was below The Job Elements showing the greatest improvement are Decision-making opportunities, Opinions sought and honored, Feel a part of the company, and Supervision, that all register more than.80 point higher. The dissafisfier elements register a Mean of 3.67 while the motivators are Communication, while the next to lowest rated general category, has improved almost two-thirds of a point to a Mean of Communication between departments, Communication between management and nonmanagement, and Recognition all register below 3.00 but show significant improvement. 6. Customer service is the highest rated general category at an average Mean of This corresponds to the improved ratings given by customers in the recently completed Customer Satisfaction survey. 7. Management and Supervision is again rated as the lowest general category of the survey but up almost a full-point from. Direct supervisor ratings have also improved significantly, with only one element, Dealing with poor performers, lower than Twelve of the direct supervisor behaviors were rated below 3.00 in the survey. Particularly notable is the improvement in Motivating you, Establishing trust, and Being a good example, all.80 of a point or higher. Improved relationships with direct supervisors and general management has direct relationship to improved job satisfaction. SDS ABC Company,. Page 15

16 Conclusions & Recommendations (continued) ABC COMPANY 8. The Fair Improvement response choice was the modal response (most often selected) to all components of the improvement question except Feeling valued within the organization, meaning that most employees feel there has been positive change in the areas surveyed. Customer service has a 100% positive improvement rating. 9. There is a wealth of information in the verbatim comments. We have done content analysis stratified by rating choice in the question-by-question section of this report. A complete review of all comments in Appendix A will provide additional insight into what drives employee perception. 10. SDS Research has formulated an Engagement Index that can be used to track trends in employee commitment and performance. The index is a combination of the mean scores of the survey This Index is based on a 100- point scale. For the employee survey, the Engagement Index for ABC Company is 68 out of 100. Using the same scale, the Engagement Index was 57. The average for all utility companies is Review department results with managers and supervisors. SDS recommends working with each supervisor to set specific numerical objectives in key areas of the survey that can be used to gauge future performance. 12. We recommend conducting employee surveys on a regular basis to monitor progress and to examine trends and comparisons. 13. SDS Research is available to help with any of these recommendations. SDS ABC Company,. Page 16

17 QUESTION-BY-QUESTION RESULTS SDS ABC Company,. Page 17

18 * Dept Crosstabulation Administr Customer Electric and Dept Water and Sewer Waste Water Treatment and Water Treatment ation Service Maintenance Distribution Plant SCADA No Dept % 12.2% 19.5% 7.3% 12.2% 9.8% 19.5% 100.0% % 11.4% 20.5% 11.4% 15.9% 6.8% 15.9% 100.0% % 11.8% 20.0% 9.4% 14.1% 8.2% 17.6% 100.0% SDS ABC Company,. Page 18

19 * Supervise Crosstabulation Supervise Yes No % 60.0% 100.0% % 72.2% 100.0% % 66.2% 100.0% SDS ABC Company,. Page 19

20 * Q1. Overall, how do you rate ABC Company as a place to work? Crosstabulation Q1. Overall, how do you rate ABC Company as a place to work? Poor Fair Neutral Good Excellent % 25.6% 28.2% 35.9% 5.1% 100.0% % 20.5% 6.8% 61.4% 11.4% 100.0% % 22.9% 16.9% 49.4% 8.4% 100.0% SDS ABC Company,. Page 20

21 Q1. Overall, how do you rate ABC Company as a place to work? Why did you choose this rating? Excellent: Excellent benefits 1 Good to employees 1 The best 1 Enjoy work 1 Responses 4 Q1. Overall, how do you rate ABC Company as a place to work? Why did you choose this rating? Good: Good pay/benefits 9 Good place to work 2 Security 2 Fellow employees 2 Has improved 2 Various 5 Responses 22 Q1. Overall, how do you rate ABC Company as a place to work? Why did you choose this rating? Neutral/Fair/Poor: Management issues 3 Poor communication 2 Cliques 2 Various 3 Responses 10 Please see Appendix A for further comments regarding this question. SDS ABC Company,. Page 21

22 * Q2. How do you rate your overall satisfaction level in your job? Crosstabulation Q2. How do you rate your overall satisfaction level in your job? Fair Neutral Good Excellent % 33.3% 43.6% 2.6% 100.0% % 18.2% 52.3% 13.6% 100.0% % 25.3% 48.2% 8.4% 100.0% SDS ABC Company,. Page 22

23 Q2. How do you rate your overall satisfaction level in your job? Why did you choose this rating? Excellent: Enjoy work 2 Always challenges to solve 2 Wish we had better tools 1 Responses 5 Q2. How do you rate your overall satisfaction level in your job? Why did you choose this rating? Good: Room to improve 5 People I work with 2 Enjoy what I do 2 Things are better 2 Under appreciated/pay scale 2 Various 4 Responses 17 Q2. How do you rate your overall satisfaction level in your job? Why did you choose this rating? Neutral/Fair/Poor: Upper Management 2 Under appreciated/overlooked 2 Various 5 Responses 9 Please see Appendix A for further comments regarding this question. SDS ABC Company,. Page 23

24 * Q3a. How satisfied are you with the following? A. Working environment: Crosstabulation Q3a. How satisfied are you with the following? A. Working environment: % 23.7% 44.7% 21.1% 2.6% 100.0% % 14.0% 20.9% 46.5% 14.0% 100.0% % 18.5% 32.1% 34.6% 8.6% 100.0% SDS ABC Company,. Page 24

25 * Q3b. How satisfied are you with the following? B. Benefits: Crosstabulation Q3b. How satisfied are you with the following? B. Benefits: % 15.4% 46.2% 35.9% 100.0% % 9.1% 38.6% 47.7% 100.0% % 12.0% 42.2% 42.2% 100.0% SDS ABC Company,. Page 25

26 * Q3c. How satisfied are you with the following? C. Salary/wages: Crosstabulation Q3c. How satisfied are you with the following? C. Salary/wages: % 17.9% 33.3% 38.5% 5.1% 100.0% % 18.2% 13.6% 43.2% 22.7% 100.0% % 18.1% 22.9% 41.0% 14.5% 100.0% SDS ABC Company,. Page 26

27 * Q3d. How satisfied are you with the following? D. Supervision: Crosstabulation Q3d. How satisfied are you with the following? D. Supervision: % 36.8% 21.1% 21.1% 5.3% 100.0% % 9.1% 22.7% 38.6% 18.2% 100.0% % 22.0% 22.0% 30.5% 12.2% 100.0% SDS ABC Company,. Page 27

28 * Q3e. How satisfied are you with the following? E. Job Security: Crosstabulation Q3e. How satisfied are you with the following? E. Job Security: % 5.1% 35.9% 48.7% 5.1% 100.0% % 2.3% 25.0% 38.6% 29.5% 100.0% % 3.6% 30.1% 43.4% 18.1% 100.0% SDS ABC Company,. Page 28

29 * Q3f. How satisfied are you with the following? F. Policies/Procedures: Crosstabulation Q3f. How satisfied are you with the following? F. Policies/Procedures: % 25.6% 30.8% 23.1%.0% 100.0% % 13.6% 34.1% 36.4% 6.8% 100.0% % 19.3% 32.5% 30.1% 3.6% 100.0% SDS ABC Company,. Page 29

30 * Q3g. How satisfied are you with the following? G. Feel a part of the company: Crosstabulation Q3g. How satisfied are you with the following? G. Feel a part of the company: % 30.8% 23.1% 15.4%.0% 100.0% % 13.6% 38.6% 20.5% 13.6% 100.0% % 21.7% 31.3% 18.1% 7.2% 100.0% SDS ABC Company,. Page 30

31 * Q3h. How satisfied are you with the following? H. Opinions sought and honored: Crosstabulation Q3h. How satisfied are you with the following? H. Opinions sought and honored: % 26.3% 18.4% 18.4%.0% 100.0% % 13.6% 43.2% 22.7% 9.1% 100.0% % 19.5% 31.7% 20.7% 4.9% 100.0% SDS ABC Company,. Page 31

32 * Q3i. How satisfied are you with the following? I. Chance for advancement: Crosstabulation Q3i. How satisfied are you with the following? I. Chance for advancement: % 12.8% 30.8% 20.5%.0% 100.0% % 20.5% 31.8% 15.9% 4.5% 100.0% % 16.9% 31.3% 18.1% 2.4% 100.0% SDS ABC Company,. Page 32

33 * Q3j. How satisfied are you with the following? J. Communication: Crosstabulation Q3j. How satisfied are you with the following? J. Communication: % 33.3% 17.9% 7.7%.0% 100.0% % 36.4% 13.6% 25.0% 2.3% 100.0% % 34.9% 15.7% 16.9% 1.2% 100.0% SDS ABC Company,. Page 33

34 * Q3k. How satisfied are you with the following? K. Decision-making opportunities: Crosstabulation Q3k. How satisfied are you with the following? K. Decision-making opportunities: % 25.6% 30.8% 15.4%.0% 100.0% % 9.1% 20.5% 40.9% 13.6% 100.0% % 16.9% 25.3% 28.9% 7.2% 100.0% SDS ABC Company,. Page 34

35 * Q3l. How satisfied are you with the following? L. Training: Crosstabulation Q3l. How satisfied are you with the following? L. Training: % 15.4% 23.1% 35.9%.0% 100.0% % 6.8% 29.5% 36.4% 15.9% 100.0% % 10.8% 26.5% 36.1% 8.4% 100.0% SDS ABC Company,. Page 35

36 * Q4a. How well does ABC Company communicate with you in the following areas? A. Job expectations: Crosstabulation Q4a. How well does ABC Company communicate with you in the following areas? A. Job expectations: % 23.7% 36.8% 26.3%.0% 100.0% % 9.1% 20.5% 45.5% 11.4% 100.0% % 15.9% 28.0% 36.6% 6.1% 100.0% SDS ABC Company,. Page 36

37 ear * Q4b. How well does ABC Company communicate with you in the following areas? B. Communicatio between departments: Crosstabulation Q4b. How well does ABC Company communicate with you in the following areas? B. Communication between departments: % 23.7% 34.2% 5.3%.0% 100.0% % 31.8% 22.7% 20.5% 4.5% 100.0% % 28.0% 28.0% 13.4% 2.4% 100.0% SDS ABC Company,. Page 37

38 ear * Q4c. How well does ABC Company communicate with you in the following areas? C. Communicatio between you and your supervisor: Crosstabulation Q4c. How well does ABC Company communicate with you in the following areas? C. Communication between you and your supervisor: % 26.3% 21.1% 34.2% 2.6% 100.0% % 20.5% 13.6% 45.5% 15.9% 100.0% % 23.2% 17.1% 40.2% 9.8% 100.0% SDS ABC Company,. Page 38

39 * Q4d. How well does ABC Company communicate with you in the following areas? D. Recognition: Crosstabulation Q4d. How well does ABC Company communicate with you in the following areas? D. Recognition: % 26.3% 21.1% 10.5%.0% 100.0% % 11.6% 34.9% 27.9% 4.7% 100.0% % 18.5% 28.4% 19.8% 2.5% 100.0% SDS ABC Company,. Page 39

40 ear * Q4e. How well does ABC Company communicate with you in the following areas? E. Communication within your department: Crosstabulation Q4e. How well does ABC Company communicate with you in the following areas? E. Communication within your department: % 13.2% 23.7% 36.8% 2.6% 100.0% % 18.2% 15.9% 45.5% 11.4% 100.0% % 15.9% 19.5% 41.5% 7.3% 100.0% SDS ABC Company,. Page 40

41 * Q4f. How well does ABC Company communicate with you in the following areas? F. Communication between management and non-management: Crosstabulation Q4f. How well does ABC Company communicate with you in the following areas? F. Communication between management and non-management: % 21.1% 13.2% 13.2%.0% 100.0% % 18.2% 25.0% 31.8% 2.3% 100.0% % 19.5% 19.5% 23.2% 1.2% 100.0% SDS ABC Company,. Page 41

42 Q5. Please explain your reasons for your ratings of communication. Communication has improved 6 Need better management communication 5 Told after the fact/late 4 Department to department 4 No employee decisions/don t listen 3 Good communication within department 2 Various 10 Responses 34 Please see Appendix A for further comments regarding this question. SDS ABC Company,. Page 42

43 * Q6a. How well do the employees of ABC Company perform the following customer service functions? A. Courtesy: Crosstabulation Q6a. How well do the employees of ABC Company perform the following customer service functions? A. Courtesy: % 21.1% 60.5% 10.5% 100.0% % 16.3% 46.5% 37.2% 100.0% % 18.5% 53.1% 24.7% 100.0% SDS ABC Company,. Page 43

44 * Q6b. How well do the employees of ABC Company perform the following customer service functions? B. Product knowledge: Crosstabulation Q6b. How well do the employees of ABC Company perform the following customer service functions? B. Product knowledge: % 28.9% 44.7% 23.7% 100.0% % 14.0% 53.5% 27.9% 100.0% % 21.0% 49.4% 25.9% 100.0% SDS ABC Company,. Page 44

45 * Q6c. How well do the employees of ABC Company perform the following customer service functions? C. Helpfulness: Crosstabulation Q6c. How well do the employees of ABC Company perform the following customer service functions? C. Helpfulness: % 31.6% 47.4% 18.4% 100.0% % 16.3% 41.9% 37.2% 100.0% % 23.5% 44.4% 28.4% 100.0% SDS ABC Company,. Page 45

46 * Q6d. How well do the employees of ABC Company perform the following customer service functions? D. Thoroughness/Follow-through: Crosstabulation Q6d. How well do the employees of ABC Company perform the following customer service functions? D. Thoroughness/Follow-through: % 28.9% 52.6% 7.9% 100.0% % 18.6% 67.4% 7.0% 100.0% % 23.5% 60.5% 7.4% 100.0% SDS ABC Company,. Page 46

47 * Q6e. How well do the employees of ABC Company perform the following customer service functions? E. Responsiveness: Crosstabulation Q6e. How well do the employees of ABC Company perform the following customer service functions? E. Responsiveness: % 5.3% 18.4% 47.4% 26.3% 100.0% % 7.0% 14.0% 48.8% 30.2% 100.0% % 6.2% 16.0% 48.1% 28.4% 100.0% SDS ABC Company,. Page 47

48 * Q6f. How well do the employees of ABC Company perform the following customer service functions? F. Problem solving: Crosstabulation Q6f. How well do the employees of ABC Company perform the following customer service functions? F. Problem solving: % 5.3% 28.9% 44.7% 15.8% 100.0% % 7.0% 23.3% 48.8% 20.9% 100.0% % 6.2% 25.9% 46.9% 18.5% 100.0% SDS ABC Company,. Page 48

49 * Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? Crosstabulation Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? Poor Fair Neutral Good Excellent % 25.6% 12.8% 15.4%.0% 100.0% % 15.9% 27.3% 36.4% 2.3% 100.0% % 20.5% 20.5% 26.5% 1.2% 100.0% SDS ABC Company,. Page 49

50 Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? Why did you choose this rating? Excellent: No Responses Responses 0 Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? Why did you choose this rating? Good: Has improved 3 A good job 2 Play favorites/clique 2 Various 3 Responses 10 Q7. As an employee of ABC Company, how do you rate the overall quality of management and supervision in the company? Why did you choose this rating? Neutral/Fair/Poor: Unequal treatment/favoritism 5 Management communication worse 3 No improvement 3 Personal agenda/don t care 2 Weaknesses with some supervisors 2 Various 6 Responses 21 Please see Appendix A for further comments regarding this question. SDS ABC Company,. Page 50

51 * Q8a. How do you rate your direct supervisor on the following? A. Being a good example: Crosstabulation Q8a. How do you rate your direct supervisor on the following? A. Being a good example: % 26.3% 18.4% 28.9% 5.3% 100.0% % 9.3% 23.3% 46.5% 14.0% 100.0% % 17.3% 21.0% 38.3% 9.9% 100.0% SDS ABC Company,. Page 51

52 * Q8b. How do you rate your direct supervisor on the following? B. Being available to you: Crosstabulation Q8b. How do you rate your direct supervisor on the following? B. Being available to you: % 15.8% 23.7% 44.7% 10.5% 100.0% % 4.7% 27.9% 44.2% 23.3% 100.0% % 9.9% 25.9% 44.4% 17.3% 100.0% SDS ABC Company,. Page 52

53 * Q8c. How do you rate your direct supervisor on the following? C. Being fair: Crosstabulation Q8c. How do you rate your direct supervisor on the following? C. Being fair: % 28.9% 15.8% 26.3% 10.5% 100.0% % 11.6% 25.6% 32.6% 20.9% 100.0% % 19.8% 21.0% 29.6% 16.0% 100.0% SDS ABC Company,. Page 53

54 * Q8d. How do you rate your direct supervisor on the following? D. Communicating: Crosstabulation Q8d. How do you rate your direct supervisor on the following? D. Communicating: % 15.8% 26.3% 28.9% 5.3% 100.0% % 18.6% 23.3% 34.9% 18.6% 100.0% % 17.3% 24.7% 32.1% 12.3% 100.0% SDS ABC Company,. Page 54

55 * Q8e. How do you rate your direct supervisor on the following? E. Dealing with problems: Crosstabulation Q8e. How do you rate your direct supervisor on the following? E. Dealing with problems: % 34.2% 26.3% 15.8% 7.9% 100.0% % 20.9% 23.3% 37.2% 11.6% 100.0% % 27.2% 24.7% 27.2% 9.9% 100.0% SDS ABC Company,. Page 55

56 * Q8f. How do you rate your direct supervisor on the following? F. Keeping you informed: Crosstabulation Q8f. How do you rate your direct supervisor on the following? F. Keeping you informed: % 23.7% 23.7% 23.7% 7.9% 100.0% % 14.0% 30.2% 34.9% 16.3% 100.0% % 18.5% 27.2% 29.6% 12.3% 100.0% SDS ABC Company,. Page 56

57 * Q8g. How do you rate your direct supervisor on the following? G. Involving you in decisions: Crosstabulation Q8g. How do you rate your direct supervisor on the following? G. Involving you in decisions: % 13.2% 34.2% 26.3% 5.3% 100.0% % 9.3% 39.5% 34.9% 9.3% 100.0% % 11.1% 37.0% 30.9% 7.4% 100.0% SDS ABC Company,. Page 57

58 * Q8h. How do you rate your direct supervisor on the following? H. Holding you accountable: Crosstabulation Q8h. How do you rate your direct supervisor on the following? H. Holding you accountable: % 13.2% 23.7% 47.4% 13.2% 100.0% % 7.0% 20.9% 46.5% 23.3% 100.0% % 9.9% 22.2% 46.9% 18.5% 100.0% SDS ABC Company,. Page 58

59 * Q8i. How do you rate your direct supervisor on the following? I. Feedback on performance: Crosstabulation Q8i. How do you rate your direct supervisor on the following? I. Feedback on performance: % 23.7% 36.8% 18.4% 7.9% 100.0% % 9.3% 32.6% 39.5% 11.6% 100.0% % 16.0% 34.6% 29.6% 9.9% 100.0% SDS ABC Company,. Page 59

60 * Q8j. How do you rate your direct supervisor on the following? J. Establishing trust: Crosstabulation Q8j. How do you rate your direct supervisor on the following? J. Establishing trust: % 21.1% 13.2% 31.6% 5.3% 100.0% % 9.5% 23.8% 35.7% 21.4% 100.0% % 15.0% 18.8% 33.8% 13.8% 100.0% SDS ABC Company,. Page 60

61 * Q8k. How do you rate your direct supervisor on the following? K. Planning the work effectively: Crosstabulation Q8k. How do you rate your direct supervisor on the following? K. Planning the work effectively: % 26.3% 28.9% 18.4% 2.6% 100.0% % 14.0% 34.9% 34.9% 11.6% 100.0% % 19.8% 32.1% 27.2% 7.4% 100.0% SDS ABC Company,. Page 61

62 ear * Q8l. How do you rate your direct supervisor on the following? L. Interacting with you: Crosstabulatio Q8l. How do you rate your direct supervisor on the following? L. Interacting with you: % 23.7% 13.2% 42.1% 5.3% 100.0% % 18.6% 16.3% 48.8% 16.3% 100.0% % 21.0% 14.8% 45.7% 11.1% 100.0% SDS ABC Company,. Page 62

63 * Q8m. How do you rate your direct supervisor on the following? M. Dealing with poor performers: Crosstabulation Q8m. How do you rate your direct supervisor on the following? M. Dealing with poor performers: % 21.1% 18.4% 13.2% 5.3% 100.0% % 16.3% 37.2% 7.0% 2.3% 100.0% % 18.5% 28.4% 9.9% 3.7% 100.0% SDS ABC Company,. Page 63

64 * Q8n. How do you rate your direct supervisor on the following? N. Motivating you: Crosstabulation Q8n. How do you rate your direct supervisor on the following? N. Motivating you: % 21.1% 23.7% 18.4% 5.3% 100.0% % 14.0% 27.9% 39.5% 11.6% 100.0% % 17.3% 25.9% 29.6% 8.6% 100.0% SDS ABC Company,. Page 64

65 * Q8o. How do you rate your direct supervisor on the following? O. Promoting a safe work environment: Crosstabulation Q8o. How do you rate your direct supervisor on the following? O. Promoting a safe work environment: % 7.9% 39.5% 34.2% 13.2% 100.0% % 2.3% 14.0% 48.8% 25.6% 100.0% % 4.9% 25.9% 42.0% 19.8% 100.0% SDS ABC Company,. Page 65

66 * Q9a. What IMPROVEMENT have you seen in the following since the last survey? A. ABC as a place to work: Crosstabulation Q9a. What IMPROVEMENT have you seen in the following since the last survey? A. ABC as a place to work: No Fair Great Improvement Improvement Improvement % 58.1% 9.3% 100.0% % 58.1% 9.3% 100.0% SDS ABC Company,. Page 66

67 ear * Q9b. What IMPROVEMENT have you seen in the following since the last survey? B. You overall satisfaction: Crosstabulation Q9b. What IMPROVEMENT have you seen in the following since the last survey? B. Your overall satisfaction: No Fair Great Improvement Improvement Improvement % 51.2% 11.6% 100.0% % 51.2% 11.6% 100.0% SDS ABC Company,. Page 67

68 * Q9c. What IMPROVEMENT have you seen in the following since the last survey? C. Communication: Crosstabulation Q9c. What IMPROVEMENT have you seen in the following since the last survey? C. Communication: No Fair Great Improvement Improvement Improvement % 46.5% 14.0% 100.0% % 46.5% 14.0% 100.0% SDS ABC Company,. Page 68

69 * Q9d. What IMPROVEMENT have you seen in the following since the last survey? D. Customer Service: Crosstabulation Q9d. What IMPROVEMENT have you seen in the following since the last survey? D. Customer Service: Fair Great Improvement Improvement % 41.5% 100.0% % 41.5% 100.0% SDS ABC Company,. Page 69

70 * Q9e. What IMPROVEMENT have you seen in the following since the last survey? E. Management and supervision: Crosstabulation Q9e. What IMPROVEMENT have you seen in the following since the last survey? E. Management and supervision: No Fair Great Improvement Improvement Improvement % 48.8% 14.0% 100.0% % 48.8% 14.0% 100.0% SDS ABC Company,. Page 70

71 * Q9f. What IMPROVEMENT have you seen in the following since the last survey? F. Feeling valued within the organization: Crosstabulation Q9f. What IMPROVEMENT have you seen in the following since the last survey? F. Feeling valued within the organization: No Fair Great Improvement Improvement Improvement % 39.5% 9.3% 100.0% % 39.5% 9.3% 100.0% SDS ABC Company,. Page 71

72 Q10. What do you like MOST about working for ABC Company? ABC COMPANY Most respondents took the time to write down what they like most about working for ABC Company. We have arranged the responses into general categories in order to provide a convenient visualization of the overall tone. Benefits is the most frequent response to this question, followed by Pay and People/Co-workers. Some comments address multiple issues, so the total number of responses for this question does not correlate to the total number of respondents. The following chart shows the five most frequent answers by general categories (a tie for fifth) and the ranking of each category by number of responses received. COMBINED RESPONSES RANK CATEGORY NUMBER OF RESPONSES 1 Benefits 15 2 Pay 12 3 People/Co-workers 11 4 Job security/stability 5 5 The work 4 5 Providing a valuable service 4 All comments received for Question 10 can be found in Appendix A. SDS ABC Company,. Page 72

73 Q11. What do you like LEAST about working for ABC Company? ABC COMPANY Again, most respondents listed facets of their job that are less appealing to them. The elements that motivate many of the comments center in issues of favoritism, poor communication, negative employee attitudes, cliques, and people not giving their best effort. As in Question 10, the five most frequent responses are listed here by rank and category. COMBINED RESPONSES RANK CATEGORY NUMBER OF RESPONSES 1 Favoritism/unfair treatment 6 2 Poor communication 3 2 Negative employee attitudes 3 2 Cliques 3 2 People not giving best effort 3 All comments received for Question 11 can be found in Appendix A. Q12. What other issues that have not been addressed would you like to share? Many employees took a moment at the end of the survey to share additional issues that were not addressed in the questionnaire. Most of these ideas and suggestions are specific to the job. They deserve a careful review and are found in their entirety in Appendix A. SDS ABC Company,. Page 73

74 APPENDIX A SDS ABC Company,. Page 74

75 APPENDIX A DESCRIPTION ABC COMPANY The following pages contain the verbatim comments received for Employee Survey for ABC Company. The verbatim comments are organized by question number. Every comment received by SDS is included. Please note that only minor correction for spelling or grammar has occurred. Comments are presented exactly as received by SDS, in order to preserve the tone and intent of the respondents. SDS ABC Company,. Page 75

76 VERBATIM COMMENTS (Abridged) ABC COMPANY Q1. Overall, how do you rate ABC Company as a place to work? Why did you choose this rating? EXCELLENT Really good to the employees. I really enjoy my work and find it challenging. They re the best. Excellent benefits, engaged Board, great cooperation from other City depts. GOOD The benefits are good it s a reliable field to work in (people need electric and water) so there is security related to being employed at ABC. Overall ABC is secure and the people are good. Pay and benefits are adequate. Pay and benefits are good but it has room for improvement in other areas. Steady job. Decent pay. I love the job responsibilities and the people I work with. The only reason I didn t rate this question excellent is because we deal with very difficult customers on a daily basis. Because I have always had just good reports / they tell me no one can get an excellent because there is always room for improvement. Overall it s a good place to work and there are many benefits. It is a decent place to work, however, when compared to previous employers, it does not measure up. I guess it is on par with other departments or branches of the City of ABC. Nothing to brag about though. This company has shown a tremendous amount of improvement over the past year in employee appreciation and involvement. Salary work environment. Because there is not much choice in ABC and this is one of the better. Things have improved some in the last year. Retired [EE?] bad attitudes have helped, new employees are more positive. As a whole good place to work. Good pay, benefits, employees good, management good. Enjoy working with fellow employees and supervisor. It s a good place to work for. Overall it is a good place to work, one of the best in town. Good wage and great benefits. Benefits. Still a lot of clicks and favoritism. Pay, benefits. SDS ABC Company,. Page 76

77 Simple, we are well and away from the main building thus a better work place. The benefits and compensation are better than most other employers in the area. Because as with every job its not perfect but it is a great place to work. NEUTRAL/FAIR/POOR More the work you do the more they expect. If you do less they don t ask for nothing. Same response as in question 2 [Certain person that I work around makes it stressful to work here. If he would retire, it would be an excellent place to work.] Because there are too many clicks. There are those who really work to get the job done and there are those that just don t care and there are those who feel only their ideas are the only ideas that matter. Falling behind wages. Establish company, no fear of layoffs, benefits. The way I feel. Good place to work with excellent benefits but management sometimes shows poor management skills shows favoritism and nepotism. Well in my short time here at this job I have noticed communication issues as well as mgmt is bias and gets caught in lies quite frequently. Q2. How do you rate your overall satisfaction level in your job? Why did you choose this rating? EXCELLENT I find great satisfaction in my job. I get a lot done each day, and there is always something for me to do. See above. [I really enjoy my work and find it challenging.] I work hard and they are great to work with. All of the above plus technical challenges over a wide spectrum of topics. Only wish we had better tools to work with. GOOD There are opportunities to learn new items, improve oneself; there is support from fellow employees. Con: Administration is not always seen as encouraging. There is always room to improve. I like what I do but I don t like the amount of stress in my job. A lot of it is caused by management. I like my job. SDS ABC Company,. Page 77

78 I feel good about my job in the fact that I m able to help customers even if it s not always the answer they are looking for. There is a lot of satisfaction knowing I have made a customer happy and understand they are happy when they leave. Most days I enjoy what I do. I am satisfied with the fact that I am employed during such difficult economic times, although there is little satisfaction in performing a job where I feel I am under appreciated and just going through the motions and not making a difference. I feel I would be as satisfied or more satisfied if I were part of the union workforce instead of the administration side. I do the best I can with what I have to work with. There s always room for improvement but I am very happy with my job. Could do better but certain (things) keep me from doing better. Because of the group of people I work with. Good crew, allows me to accomplish a lot, management helps when needed. Having the right tools and again enjoy people work with. Satisfaction with level is good. Training has been provided in most areas. Things a little better. It could be better. Would be nice to have more opportunity to move up pay scale. NEUTRAL/FAIR/POOR Certain person that I work around makes it stressful to work here. If he would retire, it would be an excellent place to work. No chance for advancement unless you re in the click. I often feel my particular department is overlooked and perceived by management as with less value than other employees. Overall the employees are the best part. Feel upper management is out of touch with front line workers, need to be more hands on and aware of everyday issues. Upper Management. I like my job but there s poor communication. No appreciation for work done, put all their faith in 2 people even when they don t work there. More and more it has become a job that results in a paycheck only. Enjoy the work and try to stay out of the vast politics in the company. SDS ABC Company,. Page 78

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