What Satisfies Them

DQI Bureau
New Update






Research Design

The survey was designed and carried out in two phases. In the first phase

an HR questionnaire was sent to various BPO companies to get the company

specific data that was to be used in analysis and for devising the sample

break up for each company. A large-scale survey was then conducted in the

second phase among 1,896 employees in 20 shortlisted companies across the

country. The eight major regions covered were: Mumbai, Pune, Kolkata, NCR,

Chennai, Ahmedabad, Hyderabad, and Bangalore. In each city, a sample quota

was assigned based on the company's employee strength in that city. This

quota system was followed strictly to get a proper representation of the

different types of employees in the sample. The employee survey included

only call-floor executives and operational managers at all levels but
excluded back-end support staff from departments like HR and
administration. These interviews were based on a structured questionnaire
that comprised a number of statements classified under different broad
parameters like company image, culture, job content or growth, training,
salary & compensation, appraisal system, and people. The employees
were asked to rate each of the statements on a 10-point scale. Other than
the above parameters, they were also asked about their salary structure,
preferred company in the industry, overall satisfaction, reasons for
joining or wanting to leave a company, and work-related stress and
ailments if any. In order to retain objectivity, every attempt was made to
take an unbiased sample. Every effort was also made to ensure that the

management of the company neither influenced employee responses nor got an

opportunity to select respondents for the interviews.

The E-Sat Score 2006

The employee satisfaction score was calculated based on 11 parameters, and
was weighted and indexed on a score of 100. Parameters taken for

calculating the E-Sat scores are: Employee size; Percentage of last salary

hike; Cost to company; Overall satisfaction score; Company image; Company

culture; Job content or growth; Training; Salary and compensation;

Appraisal system; People; Preferred company: Percentage of respondents of

a company who named their own company as the preferred one; and Dream

company: Percentage of respondents in the total sample who preferred a

particular company.

A correlation analysis was

run between overall satisfaction and the statements across all these broad

parameters. It gave us the dependent variable (overall satisfaction) on

each of these statements, which in turn provided the weights of each of

the statements. The weighted average of the individual scores of

statements gave us the score, at the level of each of these broad

parameters, and this score was used for the final ranking.