sds sample employee survey final report 2015 employee perception... · feedback on performance ......

ABC COMPANY EMPLOYEE PERCEPTION SURVEY

2016

SDS – ABC Company, 2016.

ABC COMPANY

EMPLOYEE PERCEPTION SURVEY

2016

Prepared By


2016


TABLE OF CONTENTS

PAGE Overview 4 Summary 6 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


2016


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


2016


OVERVIEW In January of 2016, 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

8 18.25 11.49 20.5

5 11.4

7 15.9

3 6.87 15.9

44 100.0

AdministrationCustomer ServiceElectric and MaintenanceWater and SewerDistributionWaste Water Treatmentand Water TreatmentPlantSCADANo DeptTotal

ValidFrequency 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 2015

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.


2016


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 2016. 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 2016.

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.


2016


SUMMARY The following is a summary of the ABC Company employee survey for 2016. 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 2016). The following table shows the average mean score and

NPI for the 2016 survey:

Survey Area Excellent (5)

Good (4)

Neutral/ Fair/Poor(3+2+1)

Mean 2016

Mean 2015

Diff.

Overall company rating (Q1) 11.4 61.4 27.3 3.64 3.10 +0.54 Overall satisfaction (Q2) 13.6 52.3 34.1 3.64 3.28 +0.36 Job Elements (Q3) 16.5 33.6 49.9 3.31 2.72 +0.59 Communication (Q4) 8.4 36.1 55.6 3.04 2.39 +0.65 Customer Service (Q6) 26.7 51.2 22.1 4.00 3.75 +0.25 Management & Supervision (Q7) 2.3 36.4 61.4 2.89 1.97 +0.92

[Direct Supervisor (Q8)] 15.8 37.7 46.4 3.42 2.83 +0.59 Average 13.5 44.1 42.4 3.42 2.90 +0.52

*Questions with sub-questions are the average of all questions in that section

Customer service again has the highest ratings of the survey at 4.00, while

Management and Supervision is lowest at 2.89. Only one category has a Mean score

below 3.00. The average Mean of the major areas is 3.42. 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 3.42. All categories have higher Mean

scores by +0.52 on average. Top Box (Excellent or 5) ratings average 13.5% (an

increase of 8% from 2015) for all areas.


2016


Overall Satisfaction

Employees give the company an overall Mean rating of 3.64 in 2016. 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 2015). Total Lower Box ratings

(Neutral/Fair/Poor) are 27.3% (down from 59.0% in 2015); greatly improved,

Excellent Good Neutral/

Fair/Poor Mean 2016

Mean 2015

Diff.

Overall Company Rating (Q1) 11.4 61.4 27.3 3.64 3.10 +0.54

Employees rate their Overall Job Satisfaction at a Mean of 3.64, the same as the

Overall Company Rating. Total Excellent responses are 13.6% (up from 2.6% in

2015), while over half (52.3%) choose Good.


Fair/Poor Mean 2016

Mean 2015

Diff.

Overall Satisfaction (Q2) 13.6 52.3 34.1 3.64 3.28 +0.36

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 2015.


2016


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 3.31. 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:

5 4 3+2+1 Mean 2016

Mean 2015 Diff.

Q3B. Benefits: 47.7 38.6 13.6 4.30 4.15 +0.15

Q3E. Job security: 29.5 38.6 31.8 3.86 3.44 +0.42

Q3C. Salary/wages: 22.7 43.2 34.1 3.66 3.21 +0.45

Q3A. Working environment: 14.0 46.5 39.5 3.51 2.87 +0.64

Q3D. Supervision: 18.2 38.6 43.2 3.43 2.63 +0.80

Q3L. Training: 15.9 36.4 47.7 3.39 2.69 +0.70

Q3K. Decision-making opportunities: 13.6 40.9 45.5 3.27 2.33 +0.94

Q3F. Policies/Procedures: 6.8 36.4 56.8 3.18 2.56 +0.62

Q3G. Feel a part of the company: 13.6 20.5 65.9 3.07 2.23 +0.84

Q3H. Opinions sought and honored: 9.1 22.7 68.2 3.05 2.18 +0.87

Q3I. Chance for advancement: 4.5 15.9 79.5 2.50 2.36 +0.14

Q3J. Communication: 2.3 25.0 72.7 2.48 1.92 +0.56

Average 16.5 33.6 49.9 3.31 2.72 +0.59

Benefits is still the highest rated job element at 4.30; +0.44 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 2015). About half of employees chose

Lower Box ratings for the job elements.


2016


Communication

Respondents were asked to rate the communication at ABC Company in six different

areas. The average Mean score of these communication ratings is 3.04. The following

table shows each communication component Mean, by year and listed by highest to

lowest Mean. A difference is in the last column:

5 4 3+2+1 Mean 2016

Mean 2015 Diff.

Q4C. Communication between you and your supervisor: 15.9 45.5 38.6 3.48 2.82 +0.66

Q4A. Job expectations: 11.4 45.5 43.2 3.32 2.76 +0.56

Q4E. Communication within your department: 11.4 45.5 43.2 3.32 2.82 +0.50

Q4D. Recognition: 4.7 27.9 67.4 2.84 2.00 +0.84

Q4F. Communication between management and non-management:

2.3 31.8 65.9 2.73 1.87 +0.86

Q4B. Communication between departments: 4.5 20.5 75.0 2.57 2.08 +0.49

Average 8.4 36.1 55.6 3.04 2.39 +0.65

Communication between you and your supervisor scores highest among the

Communication components with a Mean of 3.48. Communication between departments is rated lowest at 2.57. 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 2015,

the entire Communication category almost registers on the negative scale, being just

over a Neutral score of 3.00. An average of almost 6 of 10 respondents chose Lower

Box ratings for Communication. This is down slightly from about 8 of 10 in 2015.


2016


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 4.00. 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:

5 4 3+2+1 Mean 2016

Mean 2015 Diff.

Q6A. Courtesy: 37.2 46.5 16.3 4.21 3.74 +0.47

Q6C. Helpfulness: 37.2 41.9 20.9 4.12 3.82 +0.30

Q6B. Product knowledge: 27.9 53.5 18.6 4.05 3.89 +0.16

Q6E. Responsiveness: 30.2 48.8 20.9 4.02 3.89 +0.13

Q6F. Problem solving: 20.9 48.8 30.2 3.84 3.61 +0.23

Q6D. Thoroughness / Follow-through: 7.0 67.4 25.6 3.74 3.58 +0.16

Average 26.7 51.2 22.1 4.00 3.75 +0.25

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

+0.25.

Top Box ratings are higher than all other categories in the survey at 26.7% (up from

17.1% in 2015) and Lower Box ratings are just 22.1%. All elements of Customer

Service continue to be rated strongly in the positive scale.


2016


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.


Fair/Poor Mean 2016

Mean 2015 Diff.

Management & Supervision (Q7) 2.3 36.4 61.4 2.89 1.97 +0.92

Overall Management and Supervision Mean ratings have increased by almost a full

point (+0.92) from 2015 to 2016. While Excellent ratings are still at just 2.3%, the

bottom box ratings have gone down by 23% since the 2015 survey.

(This topic is described with detail in the Conclusions and Recommendations section.)


2016


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:

5 4 3+2+1 Mean 2016

Mean 2015 Diff.

Q8B. Being available to you: 23.3 44.2 32.6 3.86 3.39 +0.47 Q8H. Holding you accountable: 23.3 46.5 30.2 3.81 3.55 +0.26 Q8O. Promoting a safe work environment: 25.6 48.8 25.6 3.79 3.42 +0.37

Q8L. Interacting with you: 16.3 48.8 34.9 3.63 2.97 +0.66 Q8A. Being a good example: 14.0 46.5 39.5 3.51 2.71 +0.80 Q8J. Establishing trust: 21.4 35.7 42.9 3.50 2.63 +0.87 Q8C. Being fair: 20.9 32.6 46.5 3.44 2.82 +0.62 Q8 D. Communicating: 18.6 34.9 46.5 3.44 2.76 +0.68 Q8F. Keeping you informed: 16.3 34.9 48.8 3.44 2.74 +0.70 Q8I. Giving you feedback on performance: 11.6 39.5 48.8 3.40 2.84 +0.56

Q8N. Motivating you: 11.6 39.5 48.8 3.35 2.45 +0.90 Q8K. Planning the work effectively: 11.6 34.9 53.5 3.35 2.50 +0.85

Q8G. Involving you in decisions: 9.3 34.9 55.8 3.30 2.82 +0.48

Q8E. Dealing with problems: 11.6 37.2 51.2 3.26 2.66 +0.60 Q8M. Dealing with poor performers: 2.3 7.0 90.7 2.21 2.18 +0.03

Average 15.8 37.7 46.4 3.42 2.83 +0.59 In 2016, Direct Supervisor ratings average above the Neutral scale at 3.42. 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 +0.59 higher on average.


2016


Improvement

These questions were added in 2016 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: 41.5 58.5 0

Q9A. The ABC as a place to work: 9.3 58.1 32.6

Q9E. Management and supervision: 14.0 48.8 37.2

Q9B. Your overall satisfaction: 11.6 51.2 37.2

Q9C. Communication: 14.0 46.5 39.5

Q9F. Feeling valued within the organization: 9.3 39.5 51.2

Average 16.6 50.4 33.0

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.


2016


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.


2016


Conclusions & Recommendations 1. The results of the 2016 ABC Company Employee Survey are much improved

from 2015. 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 2015

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 2016 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 2016 survey that are almost a full point higher than 2015.

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 3.00. In the 2015 survey, nine elements were below 3.00 and one was below 2.00. 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 2.96.

5. Communication, while the next to lowest rated general category, has

improved almost two-thirds of a point to a Mean of 3.04. Communication between departments, Communication between management and non-management, 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 4.00. 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 2015. Direct supervisor ratings have also improved significantly, with only one element, Dealing with poor performers, lower than 3.00. Twelve of the direct supervisor behaviors were rated below 3.00 in the 2015 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.


2016


Conclusions & Recommendations (continued) 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 2016 employee survey, the Engagement Index for ABC Company is 68 out of 100. Using the same scale, the 2015 Engagement Index was 57. The average for all utility companies is 65.

11. 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.


2016


QUESTION-BY-QUESTION RESULTS


2016


Year * Dept Crosstabulation

8 5 8 3 5 4 8 4119.5% 12.2% 19.5% 7.3% 12.2% 9.8% 19.5% 100.0%

8 5 9 5 7 3 7 4418.2% 11.4% 20.5% 11.4% 15.9% 6.8% 15.9% 100.0%

16 10 17 8 12 7 15 8518.8% 11.8% 20.0% 9.4% 14.1% 8.2% 17.6% 100.0%

Count% within YearCount% within YearCount% within Year

2011

2012

Year

Total

Administration

CustomerService

Electric andMaintenance

Water andSewer

Distribution

Waste WaterTreatmentand WaterTreatment

Plant SCADA No Dept

Dept

Total


2016


Year * Supervise Crosstabulation

14 21 3540.0% 60.0% 100.0%

10 26 3627.8% 72.2% 100.0%

24 47 7133.8% 66.2% 100.0%


2011

2012

Year

Total

Yes NoSupervise

Total


2016


Year * Q1. Overall, how do you rate ABC Company as a place to work? Crosstabulation

2 10 11 14 2 395.1% 25.6% 28.2% 35.9% 5.1% 100.0%

0 9 3 27 5 44.0% 20.5% 6.8% 61.4% 11.4% 100.0%

2 19 14 41 7 832.4% 22.9% 16.9% 49.4% 8.4% 100.0%


2015

2016

Year

Total

Poor Fair Neutral Good Excellent

Q1. Overall, how do you rate ABC Company as a place towork?

Total


2016


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

Total 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

Total 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

Total Responses 10 Please see Appendix A for further comments regarding this question.


2016


Year * Q2. How do you rate your overall satisfaction level in your job? Crosstabulation

8 13 17 1 3920.5% 33.3% 43.6% 2.6% 100.0%

7 8 23 6 4415.9% 18.2% 52.3% 13.6% 100.0%

15 21 40 7 8318.1% 25.3% 48.2% 8.4% 100.0%


2015

2016

Year

Total

Fair Neutral Good Excellent

Q2. How do you rate your overall satisfaction levelin your job?

Total


2016


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

Total 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

Total 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



2016


Year * Q3a. How satisfied are you with the following? A. Working environment: Crosstabulation

3 9 17 8 1 387.9% 23.7% 44.7% 21.1% 2.6% 100.0%

2 6 9 20 6 434.7% 14.0% 20.9% 46.5% 14.0% 100.0%

5 15 26 28 7 816.2% 18.5% 32.1% 34.6% 8.6% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3a. How satisfied are you with the following? A. Workingenvironment:

Total


2016


Year * Q3b. How satisfied are you with the following? B. Benefits: Crosstabulation

1 6 18 14 392.6% 15.4% 46.2% 35.9% 100.0%

2 4 17 21 444.5% 9.1% 38.6% 47.7% 100.0%

3 10 35 35 833.6% 12.0% 42.2% 42.2% 100.0%


2015

2016

Year

Total

2 3 4 5

Q3b. How satisfied are you with the following? B.Benefits:

Total


2016


Year * Q3c. How satisfied are you with the following? C. Salary/wages: Crosstabulation

2 7 13 15 2 395.1% 17.9% 33.3% 38.5% 5.1% 100.0%

1 8 6 19 10 442.3% 18.2% 13.6% 43.2% 22.7% 100.0%

3 15 19 34 12 833.6% 18.1% 22.9% 41.0% 14.5% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3c. How satisfied are you with the following? C.Salary/wages:

Total


2016


Year * Q3d. How satisfied are you with the following? D. Supervision: Crosstabulation

6 14 8 8 2 3815.8% 36.8% 21.1% 21.1% 5.3% 100.0%

5 4 10 17 8 4411.4% 9.1% 22.7% 38.6% 18.2% 100.0%

11 18 18 25 10 8213.4% 22.0% 22.0% 30.5% 12.2% 100.0%


2015

2016

Year

Total

1 2 3 4 5Q3d. How satisfied are you with the following? D. Supervision:

Total


2016


Year * Q3e. How satisfied are you with the following? E. Job Security: Crosstabulation

2 2 14 19 2 395.1% 5.1% 35.9% 48.7% 5.1% 100.0%

2 1 11 17 13 444.5% 2.3% 25.0% 38.6% 29.5% 100.0%

4 3 25 36 15 834.8% 3.6% 30.1% 43.4% 18.1% 100.0%


2015

2016

Year

Total

1 2 3 4 5Q3e. How satisfied are you with the following? E. Job Security:

Total


2016


Year * Q3f. How satisfied are you with the following? F. Policies/Procedures: Crosstabulation

8 10 12 9 0 3920.5% 25.6% 30.8% 23.1% .0% 100.0%

4 6 15 16 3 449.1% 13.6% 34.1% 36.4% 6.8% 100.0%

12 16 27 25 3 8314.5% 19.3% 32.5% 30.1% 3.6% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3f. How satisfied are you with the following? F.Policies/Procedures:

Total


2016


Year * Q3g. How satisfied are you with the following? G. Feel a part of the company: Crosstabulation

12 12 9 6 0 3930.8% 30.8% 23.1% 15.4% .0% 100.0%

6 6 17 9 6 4413.6% 13.6% 38.6% 20.5% 13.6% 100.0%

18 18 26 15 6 8321.7% 21.7% 31.3% 18.1% 7.2% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3g. How satisfied are you with the following? G. Feel a part ofthe company:

Total


2016


Year * Q3h. How satisfied are you with the following? H. Opinions sought and honored: Crosstabulation

14 10 7 7 0 3836.8% 26.3% 18.4% 18.4% .0% 100.0%

5 6 19 10 4 4411.4% 13.6% 43.2% 22.7% 9.1% 100.0%

19 16 26 17 4 8223.2% 19.5% 31.7% 20.7% 4.9% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3h. How satisfied are you with the following? H. Opinionssought and honored:

Total


2016


Year * Q3i. How satisfied are you with the following? I. Chance for advancement: Crosstabulation

14 5 12 8 0 3935.9% 12.8% 30.8% 20.5% .0% 100.0%

12 9 14 7 2 4427.3% 20.5% 31.8% 15.9% 4.5% 100.0%

26 14 26 15 2 8331.3% 16.9% 31.3% 18.1% 2.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3i. How satisfied are you with the following? I. Chance foradvancement:

Total


2016


Year * Q3j. How satisfied are you with the following? J. Communication: Crosstabulation

16 13 7 3 0 3941.0% 33.3% 17.9% 7.7% .0% 100.0%

10 16 6 11 1 4422.7% 36.4% 13.6% 25.0% 2.3% 100.0%

26 29 13 14 1 8331.3% 34.9% 15.7% 16.9% 1.2% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3j. How satisfied are you with the following? J.Communication:

Total


2016


Year * Q3k. How satisfied are you with the following? K. Decision-making opportunities: Crosstabulation

11 10 12 6 0 3928.2% 25.6% 30.8% 15.4% .0% 100.0%

7 4 9 18 6 4415.9% 9.1% 20.5% 40.9% 13.6% 100.0%

18 14 21 24 6 8321.7% 16.9% 25.3% 28.9% 7.2% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q3k. How satisfied are you with the following? K.Decision-making opportunities:

Total


2016


Year * Q3l. How satisfied are you with the following? L. Training: Crosstabulation

10 6 9 14 0 3925.6% 15.4% 23.1% 35.9% .0% 100.0%

5 3 13 16 7 4411.4% 6.8% 29.5% 36.4% 15.9% 100.0%

15 9 22 30 7 8318.1% 10.8% 26.5% 36.1% 8.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5Q3l. How satisfied are you with the following? L. Training:

Total


2016


Year * Q4a. How well does ABC Company communicate with you in the following areas? A. Jobexpectations: Crosstabulation

5 9 14 10 0 3813.2% 23.7% 36.8% 26.3% .0% 100.0%

6 4 9 20 5 4413.6% 9.1% 20.5% 45.5% 11.4% 100.0%

11 13 23 30 5 8213.4% 15.9% 28.0% 36.6% 6.1% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4a. How well does ABC Company communicate with you inthe following areas? A. Job expectations:

Total


2016


ear * Q4b. How well does ABC Company communicate with you in the following areas? B. Communicatiobetween departments: Crosstabulation

14 9 13 2 0 3836.8% 23.7% 34.2% 5.3% .0% 100.0%

9 14 10 9 2 4420.5% 31.8% 22.7% 20.5% 4.5% 100.0%

23 23 23 11 2 8228.0% 28.0% 28.0% 13.4% 2.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4b. How well does ABC Company communicate with you inthe following areas? B. Communication between departments:

Total


2016


ear * Q4c. How well does ABC Company communicate with you in the following areas? C. Communicatiobetween you and your supervisor: Crosstabulation

6 10 8 13 1 3815.8% 26.3% 21.1% 34.2% 2.6% 100.0%

2 9 6 20 7 444.5% 20.5% 13.6% 45.5% 15.9% 100.0%

8 19 14 33 8 829.8% 23.2% 17.1% 40.2% 9.8% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4c. How well does ABC Company communicate with you inthe following areas? C. Communication between you and your

supervisor:Total


2016


Year * Q4d. How well does ABC Company communicate with you in the following areas? D. Recognition:Crosstabulation

16 10 8 4 0 3842.1% 26.3% 21.1% 10.5% .0% 100.0%

9 5 15 12 2 4320.9% 11.6% 34.9% 27.9% 4.7% 100.0%

25 15 23 16 2 8130.9% 18.5% 28.4% 19.8% 2.5% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4d. How well does ABC Company communicate with you inthe following areas? D. Recognition:

Total


2016


ear * Q4e. How well does ABC Company communicate with you in the following areas? E. Communicationwithin your department: Crosstabulation

9 5 9 14 1 3823.7% 13.2% 23.7% 36.8% 2.6% 100.0%

4 8 7 20 5 449.1% 18.2% 15.9% 45.5% 11.4% 100.0%

13 13 16 34 6 8215.9% 15.9% 19.5% 41.5% 7.3% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4e. How well does ABC Company communicate with you inthe following areas? E. Communication within your

department:Total


2016


Year * Q4f. How well does ABC Company communicate with you in the following areas? F. Communicationbetween management and non-management: Crosstabulation

20 8 5 5 0 3852.6% 21.1% 13.2% 13.2% .0% 100.0%

10 8 11 14 1 4422.7% 18.2% 25.0% 31.8% 2.3% 100.0%

30 16 16 19 1 8236.6% 19.5% 19.5% 23.2% 1.2% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q4f. How well does ABC Company communicate with you inthe following areas? F. Communication between management

and non-management:Total


2016


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



2016


Year * Q6a. How well do the employees of ABC Company perform the following customer

service functions? A. Courtesy: Crosstabulation

3 8 23 4 387.9% 21.1% 60.5% 10.5% 100.0%

0 7 20 16 43.0% 16.3% 46.5% 37.2% 100.0%

3 15 43 20 813.7% 18.5% 53.1% 24.7% 100.0%


2015

2016

Year

Total

2 3 4 5

Q6a. How well do the employees of ABCCompany perform the following customer service

functions? A. Courtesy:Total


2016


Year * Q6b. How well do the employees of ABC Company perform the following customerservice functions? B. Product knowledge: Crosstabulation

1 11 17 9 382.6% 28.9% 44.7% 23.7% 100.0%

2 6 23 12 434.7% 14.0% 53.5% 27.9% 100.0%

3 17 40 21 813.7% 21.0% 49.4% 25.9% 100.0%


2015

2016

Year

Total

2 3 4 5

Q6b. How well do the employees of ABCCompany perform the following customer service

functions? B. Product knowledge:Total


2016


Year * Q6c. How well do the employees of ABC Company perform the following customerservice functions? C. Helpfulness: Crosstabulation

1 12 18 7 382.6% 31.6% 47.4% 18.4% 100.0%

2 7 18 16 434.7% 16.3% 41.9% 37.2% 100.0%

3 19 36 23 813.7% 23.5% 44.4% 28.4% 100.0%


2015

2016

Year

Total

2 3 4 5

Q6c. How well do the employees of ABCCompany perform the following customer service

functions? C. Helpfulness:Total


2016


Year * Q6d. How well do the employees of ABC Company perform the following customerservice functions? D. Thoroughness/Follow-through: Crosstabulation

4 11 20 3 3810.5% 28.9% 52.6% 7.9% 100.0%

3 8 29 3 437.0% 18.6% 67.4% 7.0% 100.0%

7 19 49 6 818.6% 23.5% 60.5% 7.4% 100.0%


2015

2016

Year

Total

2 3 4 5

Q6d. How well do the employees of ABCCompany perform the following customer service

functions? D. Thoroughness/Follow-through:Total


2016


Year * Q6e. How well do the employees of ABC Company perform the following customer servicefunctions? E. Responsiveness: Crosstabulation

1 2 7 18 10 382.6% 5.3% 18.4% 47.4% 26.3% 100.0%

0 3 6 21 13 43.0% 7.0% 14.0% 48.8% 30.2% 100.0%

1 5 13 39 23 811.2% 6.2% 16.0% 48.1% 28.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q6e. How well do the employees of ABC Company perform thefollowing customer service functions? E. Responsiveness:

Total


2016


Year * Q6f. How well do the employees of ABC Company perform the following customer servicefunctions? F. Problem solving: Crosstabulation

2 2 11 17 6 385.3% 5.3% 28.9% 44.7% 15.8% 100.0%

0 3 10 21 9 43.0% 7.0% 23.3% 48.8% 20.9% 100.0%

2 5 21 38 15 812.5% 6.2% 25.9% 46.9% 18.5% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q6f. How well do the employees of ABC Company perform thefollowing customer service functions? F. Problem solving:

Total


2016


Year * Q7. As an employee of ABC Company, how do you rate the overall quality of management andsupervision in the company? Crosstabulation

18 10 5 6 0 3946.2% 25.6% 12.8% 15.4% .0% 100.0%

8 7 12 16 1 4418.2% 15.9% 27.3% 36.4% 2.3% 100.0%

26 17 17 22 1 8331.3% 20.5% 20.5% 26.5% 1.2% 100.0%


2015

2016

Year

Total

Poor Fair Neutral Good Excellent

Q7. As an employee of ABC Company, how do you rate theoverall quality of management and supervision in the

company?Total


2016


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

Total Responses 0


Good: Has improved 3 A good job 2 Play favorites/clique 2 Various 3

Total Responses 10


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



2016


Year * Q8a. How do you rate your direct supervisor on the following? A. Being a good example:Crosstabulation

8 10 7 11 2 3821.1% 26.3% 18.4% 28.9% 5.3% 100.0%

3 4 10 20 6 437.0% 9.3% 23.3% 46.5% 14.0% 100.0%

11 14 17 31 8 8113.6% 17.3% 21.0% 38.3% 9.9% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8a. How do you rate your direct supervisor on the following?A. Being a good example:

Total


2016


Year * Q8b. How do you rate your direct supervisor on the following? B. Being available to you:Crosstabulation

2 6 9 17 4 385.3% 15.8% 23.7% 44.7% 10.5% 100.0%

0 2 12 19 10 43.0% 4.7% 27.9% 44.2% 23.3% 100.0%

2 8 21 36 14 812.5% 9.9% 25.9% 44.4% 17.3% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8b. How do you rate your direct supervisor on the following?B. Being available to you:

Total


2016


Year * Q8c. How do you rate your direct supervisor on the following? C. Being fair: Crosstabulation

7 11 6 10 4 3818.4% 28.9% 15.8% 26.3% 10.5% 100.0%

4 5 11 14 9 439.3% 11.6% 25.6% 32.6% 20.9% 100.0%

11 16 17 24 13 8113.6% 19.8% 21.0% 29.6% 16.0% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8c. How do you rate your direct supervisor on the following?C. Being fair:

Total


2016


Year * Q8d. How do you rate your direct supervisor on the following? D. Communicating: Crosstabulation

9 6 10 11 2 3823.7% 15.8% 26.3% 28.9% 5.3% 100.0%

2 8 10 15 8 434.7% 18.6% 23.3% 34.9% 18.6% 100.0%

11 14 20 26 10 8113.6% 17.3% 24.7% 32.1% 12.3% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8d. How do you rate your direct supervisor on the following?D. Communicating:

Total


2016


Year * Q8e. How do you rate your direct supervisor on the following? E. Dealing with problems:Crosstabulation

6 13 10 6 3 3815.8% 34.2% 26.3% 15.8% 7.9% 100.0%

3 9 10 16 5 437.0% 20.9% 23.3% 37.2% 11.6% 100.0%

9 22 20 22 8 8111.1% 27.2% 24.7% 27.2% 9.9% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8e. How do you rate your direct supervisor on the following?E. Dealing with problems:

Total


2016


Year * Q8f. How do you rate your direct supervisor on the following? F. Keeping you informed:Crosstabulation

8 9 9 9 3 3821.1% 23.7% 23.7% 23.7% 7.9% 100.0%

2 6 13 15 7 434.7% 14.0% 30.2% 34.9% 16.3% 100.0%

10 15 22 24 10 8112.3% 18.5% 27.2% 29.6% 12.3% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8f. How do you rate your direct supervisor on the following? F.Keeping you informed:

Total


2016


Year * Q8g. How do you rate your direct supervisor on the following? G. Involving you in decisions:Crosstabulation

8 5 13 10 2 3821.1% 13.2% 34.2% 26.3% 5.3% 100.0%

3 4 17 15 4 437.0% 9.3% 39.5% 34.9% 9.3% 100.0%

11 9 30 25 6 8113.6% 11.1% 37.0% 30.9% 7.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8g. How do you rate your direct supervisor on the following?G. Involving you in decisions:

Total


2016


Year * Q8h. How do you rate your direct supervisor on the following? H. Holding you accountable:Crosstabulation

1 5 9 18 5 382.6% 13.2% 23.7% 47.4% 13.2% 100.0%

1 3 9 20 10 432.3% 7.0% 20.9% 46.5% 23.3% 100.0%

2 8 18 38 15 812.5% 9.9% 22.2% 46.9% 18.5% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8h. How do you rate your direct supervisor on the following?H. Holding you accountable:

Total


2016


Year * Q8i. How do you rate your direct supervisor on the following? I. Feedback on performance:Crosstabulation

5 9 14 7 3 3813.2% 23.7% 36.8% 18.4% 7.9% 100.0%

3 4 14 17 5 437.0% 9.3% 32.6% 39.5% 11.6% 100.0%

8 13 28 24 8 819.9% 16.0% 34.6% 29.6% 9.9% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8i. How do you rate your direct supervisor on the following? I.Feedback on performance:

Total


2016


Year * Q8j. How do you rate your direct supervisor on the following? J. Establishing trust: Crosstabulation

11 8 5 12 2 3828.9% 21.1% 13.2% 31.6% 5.3% 100.0%

4 4 10 15 9 429.5% 9.5% 23.8% 35.7% 21.4% 100.0%

15 12 15 27 11 8018.8% 15.0% 18.8% 33.8% 13.8% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8j. How do you rate your direct supervisor on the following? J.Establishing trust:

Total


2016


Year * Q8k. How do you rate your direct supervisor on the following? K. Planning the work effectively:Crosstabulation

9 10 11 7 1 3823.7% 26.3% 28.9% 18.4% 2.6% 100.0%

2 6 15 15 5 434.7% 14.0% 34.9% 34.9% 11.6% 100.0%

11 16 26 22 6 8113.6% 19.8% 32.1% 27.2% 7.4% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8k. How do you rate your direct supervisor on the following?K. Planning the work effectively:

Total


2016


ear * Q8l. How do you rate your direct supervisor on the following? L. Interacting with you: Crosstabulatio

6 9 5 16 2 3815.8% 23.7% 13.2% 42.1% 5.3% 100.0%

0 8 7 21 7 43.0% 18.6% 16.3% 48.8% 16.3% 100.0%

6 17 12 37 9 817.4% 21.0% 14.8% 45.7% 11.1% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8l. How do you rate your direct supervisor on the following? L.Interacting with you:

Total


2016


Year * Q8m. How do you rate your direct supervisor on the following? M. Dealing with poor performers:Crosstabulation

16 8 7 5 2 3842.1% 21.1% 18.4% 13.2% 5.3% 100.0%

16 7 16 3 1 4337.2% 16.3% 37.2% 7.0% 2.3% 100.0%

32 15 23 8 3 8139.5% 18.5% 28.4% 9.9% 3.7% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8m. How do you rate your direct supervisor on the following?M. Dealing with poor performers:

Total


2016


Year * Q8n. How do you rate your direct supervisor on the following? N. Motivating you: Crosstabulation

12 8 9 7 2 3831.6% 21.1% 23.7% 18.4% 5.3% 100.0%

3 6 12 17 5 437.0% 14.0% 27.9% 39.5% 11.6% 100.0%

15 14 21 24 7 8118.5% 17.3% 25.9% 29.6% 8.6% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8n. How do you rate your direct supervisor on the following?N. Motivating you:

Total


2016


Year * Q8o. How do you rate your direct supervisor on the following? O. Promoting a safe workenvironment: Crosstabulation

2 3 15 13 5 385.3% 7.9% 39.5% 34.2% 13.2% 100.0%

4 1 6 21 11 439.3% 2.3% 14.0% 48.8% 25.6% 100.0%

6 4 21 34 16 817.4% 4.9% 25.9% 42.0% 19.8% 100.0%


2015

2016

Year

Total

1 2 3 4 5

Q8o. How do you rate your direct supervisor on the following?O. Promoting a safe work environment:

Total


2016


Year * Q9a. What IMPROVEMENT have you seen in the following since the last survey? A. ABC

as a place to work: Crosstabulation

14 25 4 4332.6% 58.1% 9.3% 100.0%

14 25 4 4332.6% 58.1% 9.3% 100.0%

Count% within YearCount% within Year

2016Year

Total

NoImprovement

FairImprovement

GreatImprovement

Q9a. What IMPROVEMENT have you seen in thefollowing since the last survey? A. ABC as a place

to work:

Total


2016


ear * Q9b. What IMPROVEMENT have you seen in the following since the last survey? B. You

overall satisfaction: Crosstabulation

16 22 5 4337.2% 51.2% 11.6% 100.0%

16 22 5 4337.2% 51.2% 11.6% 100.0%


2016Year

Total

NoImprovement

FairImprovement

GreatImprovement

Q9b. What IMPROVEMENT have you seen in thefollowing since the last survey? B. Your overall

satisfaction:

Total


2016


Year * Q9c. What IMPROVEMENT have you seen in the following since the last survey? C.

Communication: Crosstabulation

17 20 6 4339.5% 46.5% 14.0% 100.0%

17 20 6 4339.5% 46.5% 14.0% 100.0%


2016Year

Total

NoImprovement

FairImprovement

GreatImprovement

Q9c. What IMPROVEMENT have you seen in thefollowing since the last survey? C.

Communication:

Total


2016


Year * Q9d. What IMPROVEMENT have you seen in the following since the last

survey? D. Customer Service: Crosstabulation

24 17 4158.5% 41.5% 100.0%

24 17 4158.5% 41.5% 100.0%


2016Year

Total

FairImprovement

GreatImprovement

Q9d. What IMPROVEMENT haveyou seen in the following sincethe last survey? D. Customer

Service:

Total


2016


Year * Q9e. What IMPROVEMENT have you seen in the following since the last survey? E.

Management and supervision: Crosstabulation

16 21 6 4337.2% 48.8% 14.0% 100.0%

16 21 6 4337.2% 48.8% 14.0% 100.0%


2016Year

Total

NoImprovement

FairImprovement

GreatImprovement

Q9e. What IMPROVEMENT have you seen in thefollowing since the last survey? E. Management

and supervision:

Total


2016


Year * Q9f. What IMPROVEMENT have you seen in the following since the last survey? F.

Feeling valued within the organization: Crosstabulation

22 17 4 4351.2% 39.5% 9.3% 100.0%

22 17 4 4351.2% 39.5% 9.3% 100.0%


2016Year

Total

NoImprovement

FairImprovement

GreatImprovement

Q9f. What IMPROVEMENT have you seen in thefollowing since the last survey? F. Feeling valued

within the organization:

Total


2016


Q10. What do you like MOST about working for 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.


2016


Q11. What do you like LEAST about working for 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.


2016


APPENDIX A


2016


APPENDIX A DESCRIPTION The following pages contain the verbatim comments received for 2016 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.


2016


ABC COMPANY VERBATIM COMMENTS 2016 (Abridged)

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.


2016


• 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.


2016


• 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.


2016


APPENDIX B


2016


APPENDIX B DESCRIPTION The following pages contain cross tabulation tables for the ABC Company Employee

Survey for 2016 by Department and Supervision (whether or not employees report to

the respondent; second qualifier at the beginning of the survey). (Abridged for content)


2016


Department

Dept * Supervise Crosstabulation

5 3 862.5% 37.5% 100.0%

1 3 425.0% 75.0% 100.0%

0 8 8.0% 100.0% 100.0%

2 3 540.0% 60.0% 100.0%

2 4 633.3% 66.7% 100.0%

0 3 3.0% 100.0% 100.0%

0 2 2.0% 100.0% 100.0%

10 26 3627.8% 72.2% 100.0%

Count% within DeptCount% within DeptCount% within DeptCount% within DeptCount% within DeptCount% within DeptCount% within DeptCount% within Dept

Administration

Customer Service

Electric and Maintenance

Water and SewerDistribution

Waste Water Treatmentand Water TreatmentPlantSCADA

No Dept

Dept

Total

Yes NoSupervise

Total

Dept * Q1. Overall, how do you rate ABC Company as a place to work? Crosstabulation

0 0 7 1 8.0% .0% 87.5% 12.5% 100.0%

2 1 2 0 540.0% 20.0% 40.0% .0% 100.0%

1 2 4 2 911.1% 22.2% 44.4% 22.2% 100.0%

0 0 3 2 5.0% .0% 60.0% 40.0% 100.0%

3 0 4 0 742.9% .0% 57.1% .0% 100.0%

0 0 3 0 3.0% .0% 100.0% .0% 100.0%

3 0 4 0 742.9% .0% 57.1% .0% 100.0%

9 3 27 5 4420.5% 6.8% 61.4% 11.4% 100.0%


Administration

Customer Service




No Dept

Dept

Total


Q1. Overall, how do you rate ABC Company as aplace to work?

Total


2016


Dept * Q2. How do you rate your overall satisfaction level in your job? Crosstabulation

0 2 5 1 8.0% 25.0% 62.5% 12.5% 100.0%

1 1 2 1 520.0% 20.0% 40.0% 20.0% 100.0%

1 2 3 3 911.1% 22.2% 33.3% 33.3% 100.0%

0 0 4 1 5.0% .0% 80.0% 20.0% 100.0%

2 1 4 0 728.6% 14.3% 57.1% .0% 100.0%

1 0 2 0 333.3% .0% 66.7% .0% 100.0%

2 2 3 0 728.6% 28.6% 42.9% .0% 100.0%

7 8 23 6 4415.9% 18.2% 52.3% 13.6% 100.0%


Administration

Customer Service




No Dept

Dept

Total



Total


2016


Supervise

Supervise * Q1. Overall, how do you rate ABC Company as a place to work? Crosstabulation

1 1 7 1 1010.0% 10.0% 70.0% 10.0% 100.0%

5 2 15 4 2619.2% 7.7% 57.7% 15.4% 100.0%

6 3 22 5 3616.7% 8.3% 61.1% 13.9% 100.0%

Count% within SuperviseCount% within SuperviseCount% within Supervise

Yes

No

Supervise

Total


Q1. Overall, how do you rate ABC Company as aplace to work?

Total

Supervise * Q2. How do you rate your overall satisfaction level in your job? Crosstabulation

1 3 5 1 1010.0% 30.0% 50.0% 10.0% 100.0%

3 3 15 5 2611.5% 11.5% 57.7% 19.2% 100.0%

4 6 20 6 3611.1% 16.7% 55.6% 16.7% 100.0%

Count% within SuperviseCount% within SuperviseCount% within Supervise

Yes

No

Supervise

Total



Total


2016


APPENDIX C


2016


APPENDIX C DESCRIPTION The following pages contain the survey questionnaire used in the ABC Company

Employee Survey for 2016.


2016


EMPLOYEE PERCEPTION SURVEY ABC COMPANY 2016

PLEASE IDENTIFY YOUR DEPARTMENT: [Check one]

( ) Administration ( ) Customer Service ( ) Electric and Maintenance

( ) Water and Sewer Distribution ( ) Waste Water Treatment and Water Treatment Plant ( ) SCADA

Do you have employees who report to you? ( ) Yes ( ) No OVERALL JOB SATISFACTION 1. Overall, how do you rate ABC Company as a place to work? Excellent Good Neutral Fair Poor ( ) ( ) ( ) ( ) ( )

Why did you choose this rating?

2. How do you rate your overall satisfaction level in your job? Excellent Good Neutral Fair Poor ( ) ( ) ( ) ( ) ( )

Why did you choose this rating?


2016


3. As an employee of ABC Company, how satisfied are you with the following? Please rate each item using the following scale:

5=Very Satisfied; 4=Satisfied; 3=Neutral; 2=Dissatisfied; 1=Very Dissatisfied

5 4 3 2 1 A. Working environment ( ) ( ) ( ) ( ) ( ) B. Benefits ( ) ( ) ( ) ( ) ( ) C. Salary/wages ( ) ( ) ( ) ( ) ( )

D. Supervision ( ) ( ) ( ) ( ) ( ) E. Job security ( ) ( ) ( ) ( ) ( ) F. Policies/Procedures ( ) ( ) ( ) ( ) ( )

G. Feel a part of the company ( ) ( ) ( ) ( ) ( ) H. Opinions sought and honored ( ) ( ) ( ) ( ) ( ) I. Chance for advancement ( ) ( ) ( ) ( ) ( )

J. Communication ( ) ( ) ( ) ( ) ( ) K. Decision-making opportunities ( ) ( ) ( ) ( ) ( ) L. Training ( ) ( ) ( ) ( ) ( )

COMMUNICATION 4. How well does ABC Company communicate with you in the following areas? Please

rate each item using the following scale:

5=Excellent; 4=Good; 3=Neutral; 2=Fair; 1=Poor 5 4 3 2 1

A. Job expectations ( ) ( ) ( ) ( ) ( )

B. Communication between ( ) ( ) ( ) ( ) ( ) departments

C. Communication between you ( ) ( ) ( ) ( ) ( ) and your supervisor D. Recognition ( ) ( ) ( ) ( ) ( ) E. Communication within your ( ) ( ) ( ) ( ) ( ) department F. Communication between ( ) ( ) ( ) ( ) ( ) management and non-management


2016


5. Please explain the reasons for your ratings of communication?

____________________________________________________________________

CUSTOMER SERVICE 6. How well do the employees of ABC Company perform the following customer service

functions? Please rate each item using the following scale:


A. Courtesy ( ) ( ) ( ) ( ) ( ) B. Product knowledge ( ) ( ) ( ) ( ) ( )

C. Helpfulness ( ) ( ) ( ) ( ) ( ) D. Thoroughness/Follow-through ( ) ( ) ( ) ( ) ( ) E. Responsiveness ( ) ( ) ( ) ( ) ( )

F. Problem solving ( ) ( ) ( ) ( ) ( )

MANAGEMENT AND SUPERVISION 7. As an employee of ABC Company, how do you rate the overall quality of management

and supervision in the company? Excellent Good Neutral Fair Poor ( ) ( ) ( ) ( ) ( )

Why did you choose this rating? ____________________________________________________________________


2016


8. How do you rate your direct supervisor on the following? Please rate each item using the following scale:


A. Being a good example ( ) ( ) ( ) ( ) ( ) B. Being available to you ( ) ( ) ( ) ( ) ( )

C. Being fair ( ) ( ) ( ) ( ) ( ) D. Communicating ( ) ( ) ( ) ( ) ( ) E. Dealing with problems ( ) ( ) ( ) ( ) ( )

F. Keeping you informed ( ) ( ) ( ) ( ) ( ) G. Involving you in decisions ( ) ( ) ( ) ( ) ( ) H. Holding you accountable ( ) ( ) ( ) ( ) ( ) I. Feedback on performance ( ) ( ) ( ) ( ) ( )

J Establishing trust ( ) ( ) ( ) ( ) ( ) K. Planning the work effectively ( ) ( ) ( ) ( ) ( ) L. Interacting with you ( ) ( ) ( ) ( ) ( )

M. Dealing with poor performers ( ) ( ) ( ) ( ) ( ) N. Motivating you ( ) ( ) ( ) ( ) ( ) O. Promoting a safe work ( ) ( ) ( ) ( ) ( )

environment 9. What IMPROVEMENT have you seen in the following since the last survey? Please rate

each item using the following scale:

GREAT FAIR NO Improvement Improvement Improvement

A. ABC as a place to work ( ) ( ) ( )

B. Your overall satisfaction ( ) ( ) ( ) C. Communication ( ) ( ) ( ) D. Customer Service ( ) ( ) ( )

E. Management and supervision ( ) ( ) ( ) F. Feeling valued within the ( ) ( ) ( ) organization


2016


10. What do you like MOST about working for ABC Company?

________________________________________________________________________

__ 11. What do you like LEAST about working for ABC Company?

___________________________________________________________________________ __

12. What other issues that have not been addressed would you like to share?

___________________________________________________________________________

This information is completely confidential and is the sole property of SDS Research

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