Methodology: How We Did It
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 breakup for
each company.
A large-scale survey was then conducted in the second phase among 462
employees in 13 short listed companies across the country. The five major cities
covered were: Mumbai, New Delhi, Chennai, Ahmedabad and Bangalore. In each city,
the 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
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 culture, job content/growth, training, salary and
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, work
related stress and ailments if any.
A process of cross-checking was established to ensure the authenticity of the
data and the veracity of the interviews. In order to retain objectivity, every
attempt was made to take on an unbiased sample. Every effort was also made to
ensure that the management of the company did not influence the employee
responses.
The E-Sat Score 2004
The employee satisfaction score was calculated based on 11 parameters, and
was weighted and indexed on score of 100. The parameters taken for calculating
the E-Sat scores are:
- Employee size
- Percentage of last salary hike
- Cost to company
- Overall satisfaction score
- Composite satisfaction
- Company culture
- Job content/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.
- Dream Company: Percentage of respondents in the total sample who preferred
a particular company
A correlation analysis was run between overall satisfaction and statements
across all these broad parameters. It gave us the dependency of 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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