employee loyalty march 2008 summary what came out very strongly is that an employee’s satisfaction...
TRANSCRIPT
Objective
To understand perceptions and attitudes of Middle Eastern employees regarding their career, the work they do and the organization they work for.
The findings will be used to analyse what this means for employers at large and compare levels of satisfaction with the employment market across countries in the region.
Project Background
“An organization bound by love is more powerful than one bound by fear” Herb Kelleher, CEO, Southwest Airlines.
With the economy improving, and more opportunities opening up, the temptation to transition to new opportunities could become strong. What safety nets do organizations have in place to prevent workers from straying? Keeping the lines of communication open and promoting a culture of mutual respect and loyalty could be the glue that reduces turnover and helps keeps the workforce in place.
Employee loyalty is a measure of the well being of the job market and hence the economic condition within a country.If employees are happy with their work environment, it will in turn affect their loyalty & productivity.This will translate into stability, productivity & economic growth for the organization and the country as a whole.This information is useful for professionals, organizations, business people, recruitment consultants/agencies and the general public
Executive Summary
Post war Lebanon & developing nation Pakistan came out really strongly as places where the employment market is now at its peak. Good scores on categories such as professional working environment, good management, scope of career recognition & enhancement, infrastructure and job security to name a few… mean that these countries should be closely watched as employeesatisfaction is linked to a boom in the economy.Pakistan reported the highest loyalty & long term retention rates.KSA achieved the lowest scores on many of the above factors. This indicates its attractiveness as a job market may be waning.Bahrain showed substantially lower satisfaction & loyalty levels to the organization. KSA was the second lowest amongst GCC countries.These two countries were even low on satisfaction & loyalty to the actual job and line of work.
Executive Summary
What came out very strongly is that an employee’s satisfaction and loyalty to their work and organization have a strong impact on their perceptions of the management, training and recognition, performance measurement, team work and working environment to name a few.
This in turn will lead to longer retention, stable environments for organizations and the country as a whole.
Given this, employers should try to work towards greater levels of satisfaction and loyalty by working on each of these individual factors.
Given a good working environment and enough career enhancement opportunities, employees may not even be looking for a company that pays them top dollar.
What this means for the UAE
The UAE scored slightly lower than the average on satisfaction and loyalty to job and organisation.UAE supported the lowest agreement levels on motivation, commitment to the organisation and work-life balance.As a primarily expat job market, the UAE should be aware of these factors - if they are to continue to remain competitive against the economies from where they currently attract talent.
Respondent profile
Methodology:Online data collection was done between 6th and 17th March. The total number of respondents achieved was 9,760
Age and Gender:Adult males and femalesAged 20-62 years
NationalitiesLocal
Arab Expats
Western Expats
AsiansCountry of Residence
GCC: UAE, KSA, Kuwait, Oman*, Qatar, Bahrain
Levant: Lebanon, Syria*, Jordan
North Africa: Egypt, Morocco, Algeria, Tunisia*
Subcontinent: Pakistan
*low samples have not been presented
Nationality
Gulf9%
Levant21%
North Africa23%
Westerner3%
Asian33%
Other11%
Respondent profile – Country
1 1 1 1 2 2 2 3 5 69 11
15
22 20
Tunisi
aSyri
aOmanBah
rain
Morocc
oLe
bano
nAlge
riaQata
rKuw
aitJo
rdan
Pakist
anEgy
ptUAE
Saudi
Arabia
Other
Country of residence
Base: Total Sample – N= 9760
No. of children
18%
27%
29%
7% 4%
15%
None
One
Two
Three
Four
More than four
Marital Status
37%
60%
2%1%
S ingle
Married
Divorced
S eparated
Monthly Household Income
20%
19%
21%
12%
5%4% 6%
13%
Under $500
$500 to $1000
$1001 to $2000
$2001 to $3000
$3001 to $5000
$5001 to $7000
$7000+
P refer not to s ay / Dont know
Respondent profile – Personal
Base: Those who are married – N= 6129
Age
43%
35%
16%
6%
21 to 30
31 to 40
41 to 50
50+
Base: Total Sample – N= 9760 Base: Total Sample – N= 9760
Base: Total Sample – N= 9760
Level at work
11%
24%
22%
15%
5%1%3%
19%
CEO/ President/ Chairman/Owner/Self employedDirector or Senior Manager
Professional
Middle manager
Junior manager/ teamleaderExecutive with nomanagerial responsibilitiesClerical
I do not work
Sector
31%
25%
16%
1%3%4%
14%3%
3%
Private sector - MultinationalcompanyPrivate sector - Large LocalcompanyPrivate sector - Small orMedium Local companyPrivate sector – Self ownedcompanyPrivate sector- Family ownedcompany [your family]Private sector- Family ownedcompany [others]Private sector - other
Public / Govt sector
Charity / Voluntary / Other
Working Time3%
96%
1%
Working full time
Part time 8 to 29 hrs/week
Part time - less than 8 hrs/week
Respondent profile - Organizational
Base: Total Sample – N= 9760
Take work home
10%
20%
25%14%
31%
Yes, most days
Yes, once or twice a week
Yes, occasionally
Only in exceptionalcircumstances
Never
Take work home
25%
24%28%
9%
14%
‘I don't need to take workhome but, on the whole, I doso because I like to’‘It's a necessary part of myjob and, on the whole, I ampleased’‘It's a necessary part of myjob but, on the whole, I don'tmind’‘It's a necessary part of myjob, and I wish it wasn't’
None of these
Attitude towards overtime
Base: Total Sample – N= 9760
Base: Those who take work home – N= 4258
Slightly less than half (44%) of working people take work home.Of these, just over three quarters (77%) seem unperturbed by any inconvenience caused. 14% feel burdened by this responsibility.
30 26 29 30 34 29
42 36 38 40 43 49
24 34 29 25 21 184 4 4 5 2 3
Total Gulf Levant North African Westerner AsianHigh Neutral Low Don’t know/Can’t say
Current Job & Work
Satisfaction
64 55 67 64 63 65
2524
24 24 25 288 18 8 10 11 4
Total Gulf Levant North African Westerner AsianHigh Neutral Low Don’t know/Can’t say
Loyalty
Base: Total Sample – N= 9760
GCC nationals have the least satisfaction and loyalty towards their current job & work.Westerners are substantially more satisfied than others.
26 21 24 23 30 30
4232 38 40
46 47
2943 35 33
23 203 4 2 4 1 3
Total Gulf Levant North African Westerner Asian
High Neutral Low Don’t know/Can’t say
Organization
Satisfaction
59 50 62 58 56 61
2826
25 28 29 31
10 2112 12 14 6
Total Gulf Levant North African Westerner AsianHigh Neutral Low Don’t know/Can’t say
Loyalty
Base: Total Sample – N= 9760
Relatively lower organizational loyalty & satisfaction amongst GCC nationals.Westerners more satisfied than others
30 28 28 29 26 3036 35
26 30 28 27
42
30
53 46
4041
37
2649 44
38 42
2129
26 22
25
20 2430 28
4 83 4 5 3 5
145 2 3 3
17
35
24
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar SaudiArabia
UAE
Satisfaction with current job & workLebanon & Morocco score higher on satisfaction.
64 69
5663 63 62
7872
67 65 61 60
25 1534
28 25 29
17
14 26 2524 28
8 9 7 3
84 8
14 102 3 3 2 2 2 2 6 4 2 2 2
612
8
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar SaudiArabia
UAE
High Neutral Low Don’t know/Can’t say
Loyalty to current job & work
Base: Total Sample – N= 9760
The high satisfaction observed for Lebanon & Morocco probably impacts their loyalty.
26 23 19 23 23 2634 29 30
25 20 24
42
34
6045
39 38
38
30
47
43
3740
2934 34
23
29
1930
4034
3 61 3 4 3 5
124 2 3 2
19
38
29
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar SaudiArabia
UAE
High Neutral Low Don’t know/Can’t say
Satisfaction with organization
Base: Total Sample – N= 9760
Relatively higher proportion of dissatisfied employees in KSA & AlgeriaEmployees in Bahrain largely neutral to their organization.
59 6151
57 56 53
7366 62 59 54 56
2822 38
31 30 33
21
18 2926
2629
10 12 114
84
12 1713
2 6 3 2 2 2 27 4 3 2 1
812
10
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar SaudiArabia
UAE
High Neutral Low Don’t know/Can’t say
Loyalty to organization
Base: Total Sample – N= 9760
Just as observed in work loyalty, Lebanon & Morocco display higher levels organizational loyalty.
80 76 74 74 7366 62 60
52 49 43
24 18
10 12 12 13 15
16 2219
22 2424
2623
7 9 12 8 914 13
18 20 2421
3643
2 2 2 5 2 5 3 4 6 312 14 16
I fee
l fu l
ly en
gag e
d in
the
work
I do
I fee
l com
mitt
ed to
the o
rgan
isat
io...
I fee
l mot
ivate
d to
per
form
wel
l in t.
.
I wou
ld sp
eak
high
ly to
peo
ple o
ut...
I fee
l loy
al to
ward
s my c
urre
nt o
rg...
I wou
ld sp
eak
high
ly to
peo
ple o
ut...
I am
pro
ud to
wor
k fo
r my
curre
nt ..
.
I fee
l the
org
anisa
tion
I wor
k fo
r d...
I fee
l fu l
ly en
gag e
d by
the
orga
nisa
...
I am
sat
is fie
d wi
th m
y pre
sent
job
I wou
ld w
ant t
o be
wor
king
for m
y ...
I wou
ld w
ant t
o be
wor
king
for m
y ...
I wou
ld w
ant t
o be
wor
king
for m
y ...
Agree Neither agree nor disagree Disagree DK / NA
Your work & Organization
Base: Total Sample – N= 9760
Levels of engagement, commitment, motivation, recommendation & loyalty are quite high which is good news.
70 69 68 61 61 61 60 58 55 54 54 50 50 46 43 42 39 39
13 12 1216 16 15 18 17 17 18 17
16 1918 22 18
16 18
15 16 18 15 21 21 18 22 26 24 24 31 28 33 28 3638 37
1 2 3 8 2 3 5 3 2 2 5 3 4 3 7 3 8 6
Satisfied Neither satisfied nor dissatisfied Dissatisfied NA / DK
Satisfaction with your organization
Teamwork, effective communication & interaction with the line manager scored high.Rewards, training opportunities and career development opportunities scored lower with the incidence of dissatisfaction almost as high as the incidence of satisfaction in these categories.
57 55 54 5041 38
32
20 21 2521
2323
22
21 21 1825
32 3642
3 3 4 3 4 3 5
I feel valued as an employee where I work
I get the information I need to perform well in
my current job
My opinions really count where I work
Communications across different parts of my organisation are good
My organisation manages to ATTRACT the best
talent
My organisation manages to ENGAGE its employees so that they perform well
My organisation manages to KEEP the best talent
Agree Neither agree nor disagree Disagree DK / NA
Work life & your organization
Most people believe their organizations DON’T manage to keep the best talent. This could be potentially dangerous for employers.
Your work & organization
Thinking about your work and the organisation you work for... To what extent do you agree or disagree with each
of the following statements:
Satisfaction with current job & work
Satisfaction with current organization
Loyalty to current job & work
Loyalty to current organization
Positive Responses High Low High Low High Low High Low
Base: 2900 2340 2556 2844 6280 801 5769 1016I feel fully engaged in the work I do 95 57 93 63 89 37 89 48I am satisfied with my present job 81 13 77 22 58 13 58 17I feel motivated to perform well in the work I do 91 49 92 55 83 35 83 41I feel committed to the organisation for which I currently work 89 58 92 58 87 33 91 31I would speak highly to people outside the organisationabout my organisation as an employer 80 46 85 44 74 33 77 29
I would speak highly to people outside the organisationabout my organisation’s products/service/brands 85 58 88 57 81 46 83 43I am proud to work for my current organisation 84 32 90 30 72 24 75 21I feel loyal towards my current organisation 88 49 94 49 87 19 91 15I feel the organisation I work for deserves my loyalty 78 33 86 29 69 19 73 16I would want to be working for my current organisationin...1 year’s time 52 31 55 32 46 27 47 25I would want to be working for my current organisationin...3 year’s time 38 10 42 10 28 8 29 6I would want to be working for my current organisationin...10 year’s time 30 6 35 6 22 5 23 3I feel fully engaged by the organisation I work for 71 26 78 27 62 14 65 15
Whether you look at the job and work or the organization, one thing comes out very strongly…The higher your satisfaction & loyalty, the more engaged, satisfied, proud, loyal, committed & motivated you are and the longer you are likely to work for that organization.
Your organization
And now thinking about some particular aspects of working at your organisation, to what extent are you satisfied or
dissatisfied with each of the following?
Satisfaction with current job & work
Satisfaction with current organization
Loyalty to current job & work
Loyalty to current organization
Positive Responses High Low High Low High Low High LowBase: 2900 2340 2556 2844 6280 801 5769 1016Communications where I work 84 49 89 49 76 41 78 39How my line manager treats me 83 46 86 46 73 39 75 42How senior managers lead the organisation 68 22 80 17 57 17 59 14The culture of the organisation I work for 72 28 84 23 61 23 65 20The values my organisation works by 75 32 86 26 66 24 69 20My work-life balance 73 29 78 32 61 26 63 26How I am rewarded for the work I do 62 16 71 15 47 14 49 15Recognition I receive for the work I do 67 18 76 17 52 16 55 15My job security 69 34 75 34 59 32 60 31The focus we have on customers and customer-service where I work 75 40 81 39 67 33 70 32The way change is managed where I work 60 17 70 15 49 14 52 13The training opportunities available to me 55 18 63 17 44 18 45 17The career development opportunities available to me 58 16 65 16 44 15 45 15My own understanding of our organisation strategy 77 39 83 37 67 32 70 30How performance is managed where I work 69 25 78 22 57 18 59 17Teamwork with my colleagues 86 51 88 54 77 42 78 47My working environment 79 34 87 34 69 29 71 29
Clearly, your satisfaction & loyalty to your work & organization have a strong impact on your perceptions of the management, training & recognition, performance measurement, team work & working environment to name a few. On the flip slide of the coin, it can be argued that these aspects result in satisfaction & loyalty.Given this, employers should clearly understand the relationship between these factors and strive to drive satisfaction & loyalty which will then lead to longer retention.
Your work & organization
Finally, thinking about some specific aspects of your work life please tell us to what extent you agree or
disagree with the following statements?
Satisfaction with current job & work
Satisfaction with current organization
Loyalty to current job & work
Loyalty to current organization
Positive Responses High Low High Low High Low High Low
Base: 2900 2340 2556 2844 6280 801 5769 1016
My organisation manages to ATTRACT the best talent58 19 69 17 46 18 48 15
My organisation manages to ENGAGE its employees so that they perform well 57 14 69 10 44 11 47 9My organisation manages to KEEP the best talent 50 11 61 9 38 9 40 6
My opinions really count where I work75 28 80 30 61 23 64 23
I get the information I need to perform well in my current job 74 30 81 30 62 23 64 22
Communications across different parts of my organisationare good
66 28 77 27 57 23 59 22I feel valued as an employee where I work 80 27 84 28 65 19 68 20
Clearly for organizations that are not in a position to offer the best salaries in the industry, there are other ways to keep your employees engaged and loyal. This will also serve to attract more talent to your organization.
Thinking about your work and the organisationyou work for, to what extent do you agree or
disagree with each of the following statements: Total Algeria Bahrain Egypt Jordan Kuwait Lebano
nMorocc
oPakista
n Qatar Saudi Arabia UAE
Base: 9760 181 108 1113 549 481 194 206 925 315 2099 1416I feel fully engaged in the work I do 80 75 85 75 73 82 81 72 91 81 74 80I am satisfied with my present job 49 46 48 53 47 47 47 38 48 48 48 42I feel motivated to perform well in the work I do 74 74 71 78 76 74 73 83 78 73 71 65I feel committed to the organisation for which I currently work 76 74 78 81 72 75 81 75 80 75 76 71
I would speak highly to people outside the organisation about my organisation as an employer
66 56 72 69 70 63 74 55 69 67 63 63
I would speak highly to people outside the organisation about my organisation’sproducts/service/brands
74 58 81 76 73 72 78 59 79 73 70 74
I am proud to work for my current organisation 62 58 65 64 61 60 71 51 66 59 57 59I feel loyal towards my current organisation 73 72 73 73 69 70 83 58 86 72 65 69I feel the organisation I work for deserves my loyalty 60 55 56 56 54 55 68 47 76 63 50 56
I would want to be working for my current organisation in...1 year’s time 43 35 45 40 44 47 40 29 47 52 43 45
I would want to be working for my current organisation in...3 year’s time 24 20 24 21 24 25 24 13 30 27 24 25
I would want to be working for my current organisation in...10 year’s time 18 19 17 16 18 17 19 9 22 17 18 15
I feel fully engaged by the organisation I work for 52 34 64 42 44 53 53 35 69 55 46 53
Your work & organizationPakistan scores highest on many dimensions. Morocco needs to take steps to increase loyalty & retention. UAE reported lower commitment & motivation figures.
Note: Amongst those who agreed with each of the statements below, we’ve highlighted the highest (in blue) and the lowest (in red).
Your organization
And now thinking about some particular aspects of working at your organisation, to what extent are you satisfied or dissatisfied
with each of the following?
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar Saudi Arabia UAE
Base: 9760 181 108 1113 549 481 194 206 925 315 2099 1416Communications where I work 69 63 59 71 73 65 75 66 75 72 66 65How my line manager treats me 68 66 73 71 72 63 77 67 73 70 62 64How senior managers lead the organisation 50 49 49 45 43 41 61 49 62 49 38 48The culture of the organisation I work for 55 53 55 50 55 51 68 52 61 54 45 51The values my organisation works by 58 57 60 53 56 51 68 57 68 57 49 52My work-life balance 54 52 53 55 52 53 52 51 61 57 50 47How I am rewarded for the work I do 42 33 41 42 36 39 47 39 51 43 34 40Recognition I receive for the work I do 46 42 45 44 42 43 54 43 56 46 38 42My job security 54 60 57 50 53 54 64 49 56 51 48 53The focus we have on customers and customer-service where I work 61 53 57 61 58 60 72 54 68 58 53 59
The way change is managed where I work 43 40 41 38 38 39 47 44 53 42 34 40The training opportunities available to me 39 35 35 38 33 34 49 45 45 38 29 35The career development opportunities available to me 39 34 36 36 43 36 47 45 44 36 32 38
My own understanding of our organisationstrategy 60 55 62 58 64 58 72 61 66 60 52 56
How performance is managed where I work 50 48 52 49 51 45 63 52 54 47 41 44Teamwork with my colleagues 70 77 63 70 68 66 72 72 80 72 63 66My working environment 61 60 66 59 58 58 67 59 72 60 53 59IT and systems where I work 61 61 58 61 66 61 62 57 67 57 53 55
Lebanon and Pakistan are strong on most aspects. KSA scores poorly on nearly all.
Your work & organization
As seen earlier, respondents in Pakistan are amongst the most optimistic.Lebanon is clearly working towards a stable and communicative environment. KSA needs to improve working conditions.
Finally, thinking about some specific aspects of your work life please tell us to what extent you
agree or disagree with the following statements?
Total Algeria Bahrain Egypt Jordan Kuwait Lebanon Morocco Pakistan Qatar Saudi Arabia UAE
Base: 9760 181 108 1113 549 481 194 206 925 315 2099 1416
My organisation manages to ATTRACT the best talent 41 35 42 39 39 35 47 44 52 38 31 39
My organisation manages to ENGAGE its employees so that they perform well 38 28 38 30 32 33 47 36 53 35 26 36
My organisation manages to KEEP the best talent 32 25 32 27 26 27 42 37 46 34 23 29
My opinions really count where I work 54 44 50 56 52 48 63 60 59 50 47 48
I get the information I need to perform well in my current job 55 51 52 55 55 52 63 59 67 53 45 49
Communications across different parts of my organisation are good 50 41 47 49 54 45 65 46 63 45 43 45
I feel valued as an employee where I work 57 52 51 60 55 54 61 61 65 56 51 51
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