Relocation Survey

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Ravensbourne
Relocation Survey - listening to staff
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The Leadership Factor

• Research company specialising in satisfaction
  measurement
• Customers
• Employees
• Members
• Any stakeholder
• Consumer, staff and business relationships

3
The company

• Established in 1996
• 95 focus on satisfaction research
• 50 permanent staff 150 regular interviewers in
  our own phone unit
• Expert in conducting focus groups, face to face
  and telephone interviewing, self-completion
  surveys on paper and by web
• Over 300 satisfaction studies per annum

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A sample of recent clients

• Crest Nicholson Homes
• Direct Line
• Dunfermline BS
• EAL
• Edexcel
• EEF
• eircom
• First Trust
• HBOS
• IBM Business Consulting
• ILM
• Institute of Customer Service
• Irish Life
• ITW
• Jurys Doyle Hotels
• Land Securities Trillium
• Leighs Paints
• Manchester United FC
• Masterlease

• 2 Entertain
• ABB Engineering Services
• Abbott Laboratories
• Accenture
• Alcatel
• Allied Irish Bank
• Arval
• Arts Council England
• Bank of Ireland
• BBC
• Bio-Rad
• Bonar Floors
• Booksellers Association
• Broomleigh Housing
• Busy Bees
• Capio Healthcare
• Chelsea FC
• Churchill Insurance
• City Guilds

• NatWest
• NCFE
• Norwich Peterborough BS
• Npower
• NPTC
• Pensions Trust
• Portman BS
• Privilege Insurance
• Remploy
• Rolls-Royce Aerospace
• Rolls-Royce Marine
• Royal Bank of Scotland
• Royal London
• Royal Yachting Association
• Sulzer
• Tarmac
• Tesco Personal Finance
• Timet
• Visa

5
Why care about staff?

• Staff are a vital asset
• Happy staff
• are more productive
• stay longer
• become more skilled
• build reputation
• deliver more to customers
• Happy customers build business
• Happy staff will guarantee the success of this
  move

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Ravensbourne Survey
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Objectives of the survey

• Staff priorities
• Identify what's important to staff
• Assess the relative importance of these needs
• Staff perceptions
• Understand how staff feel about the move
• Identify the areas to focus on for improvement
• Satisfaction Index
• Establish a reliable measure of staffs overall
  satisfaction which is
• Updateable
• Comparable
• Feed in to forward planning

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How to measure staff views

• Project kick off - briefing, planning
• Exploratory research
• Questionnaire design
• Main survey
• Report and presentation

Measure based on what is important to staff
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PHASE ONE Identifying Staff Priorities
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Prioritisation of Needs

• Focus Groups are the recognised best way
• Independence and confidentiality is critical
• 8 to 12 staff per group - representative mix
• Generate a list of measurement criteria
• Open discussion about good and bad points
• Formal definition of measures
• Importance ratings
• Analysis
• Full report
• Main questionnaire design
• Interim review meeting

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PHASE TWO A Robust Survey
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Sampling who should be asked?

• It is best to involve all staff (including
  sessional)
• Sampling would make some wonder why they were
  included
• And others wonder why they were excluded
• Analysis needs to be at actionable level
• Small samples encourage concern about anonymity
• Anonymity is vital for the truth to be reported

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Activity plan
Activity
Timing
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Questions