SE3: Employee Satisfaction Monitoring – Above Green

Intent

This indicator examines whether and to what extent the entity engages with employees regarding their satisfaction. Employee satisfaction surveys help entities understand critical issues within the business, engage with their staff and increase employee satisfaction, which may contribute to improving retention rates and overall productivity.

Using widely applied employee satisfaction surveys should be translated into easily interpretable metrics that can help analyze and compare outcomes, despite the many variations between departments and teams.

Requirements

Select Yes or No: If selecting Yes, select applicable sub-options.

Has the entity undertaken an employee satisfaction survey during the last three years?

Yes *the survey is undertaken (multiple answers possible)*
- Internally
  - Percentage of employees covered=____%
  - Survey response rate=____%
- By an independent third party
  - Percentage of employees covered=____%
  - Survey response rate=____%
- If the survey includes quantitative metrics, they include
  - Net promoter score
  - Overall satisfaction score
  - Other:__________________
No
- Provide additional context for the answer provided (not validated, for reporting purposes only)
  ________________________

Validation

Other: State measures/activities that were part of the engagement program. It is possible to report multiple other answers.

Scoring

This indicator is not scored and is for reporting purposes only.

Terminology

Employee(s): The entity’s employees whose primary responsibilities include the operation or support of the entity.

Employee satisfaction survey: Survey measuring overall and work-specific employee satisfaction at the individual and organizational levels. The survey should directly address employee concerns and include the opportunity to provide recommendations for improvement.

Net promoter score: The Net Promoter Score ® (NPS) is a customer loyalty metric developed by Bain & Company, Fred Reichheld, and Satmetrix. It divides customers, tenants or employees into three segments: passives, detractors and promoters, using the following question “On a scale of 0 to 10, how likely would you be to recommend this company (or this product) to friends and colleagues?” The Net Promoter Score ® (NPS) ratings of 9 or 10 indicate promoters; 7 and 8, passives; and 0 through 6, detractors. The NPS is the percentage of promoters minus the percentage detractors.

Overall satisfaction score: An overarching metric in a satisfaction survey, with no prescribed scale, that measures how happy an employee or tenant is with the organization, lease, and/or services provided. The industry best practice is a 1-5 scale - very poor, poor, average, good, and excellent, respectively.

Percentage of employees covered: The percentage of employees covered based on headcount for employees responsible for the entity. If the number of employees responsible for the entity changed during the reporting year, calculate the percentage based on the average number.

Percentage of employees covered = Number of employees receiving the satisfaction survey / Total number of employees x 100%

Quantitative metric: Any measure or parameter in employee satisfaction that can be represented numerically.

Survey response rate: The proportion of complete survey responses received as a percentage of the total number of employees that invited to participate. Report the proportion of employees that received and completed the survey, compared to the total number of employees that have received the survey expressed as a percentage (see example).

Survey response rate = Number of individual survey responses / Number of employees receiving the satisfaction survey x 100%

Survey date (recency): Survey should have taken place within the last three years; up to and including the end of the reporting year identified in EC3.

References

GRI Sustainability Reporting Standards, 2016: 102-43, Approach to stakeholder engagement

Bain & Company, Introducing: The Net Promoter System®