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Features

What Satisfies Them

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DQI Bureau
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Methodology

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.
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