Each time the survey rolls around, everyone up to the VP grovels for their people to fill it out. What is the consequence for them of their people not doing the survey? Is this just a face saving thing or is there bonus money tied to it? It almost seems like they'd rather have a bunch of terrible ratings than none at all.
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I think the survey is to see if your hating your job due to the constant BS they send at you!...they want to make sure their plan is working and you want to leave....
eNPS was originally designed to insure employees were working to make the companies better so customers would view the company as a good place to do business with or purchase their products. A lot of companies have adopted the eNPS program designed by Bain's Net Promoter system.
Unfortunately ATT is now using the system to determine which group could give the impression to the customers the company is not doing well either by direct comments or how they respond to problems. The survey was designed to be totally anonymous but with the company's ability to see who submits the response the bosses have a name attached to each. They learn the "promoters" and the "detractors" they don't really read what is being said they look for numbers. If the group under the 3 and 4th levels have low scores they are told to talk to their people to get the numbers up and realize they are rating their own work performance. This is not what was intended. VP levels use the numbers to target areas to reorg in attempts to lower cost and hide or keep the detractors away from others.
Ala Head count reduction.
Verizon uses this same program but uses the employee comments to "fix" the problems and make the customers comments better on customer surveys. You see adds from Verizon showing a positive customer.
ATT received a very poor rating from Consumer reports. What is not generally known is ATT pays company's like JD Powers to do a good review. Anyone see a response from the VP's on the Consumer Report comments...nope.
We were told by our 3rd level is the numbers don't go up we will face a reorg and possible downsizing.
I for one have increased confidence in the newly appointed president of Boy Scouts of America -Randall. The titanic has self corrected. And we're smooth sailing, now let the band play on....
/sarcasm
Or... you can do as most of us do, keep telling the, that everything is perfect, since borderlines love that...
Beware of honesty during survey time, they have your UID
I completed mine today. I do not care if they read it or not or they will track me down. The worst they can do is get rid of me. Well, they will do it anyway. So, what do I have to loose. Just told them how it is.
I don't know of any bonuses, but I do know higher ups are measured on percentages of responses in their groups.
Our group has a manager that does anything but manage. We haven't even had a skip level meeting for several years now. The work culture is that people seem to come and go as they please. Zero accountability. Several instances of outright technical incompetence go unaddressed because of apparent nepotism. Do you think I'm going to bring up issues like this in an NPS when there are 3 levels of my management dropping the ball? That's a huge line to cross while putting a lot of faith in the company promise of it being anonymous.
Some of the problems i mention are a direct result of assigning too many departments underneath a single Director making it effectively impossible to manage anything at all. The only issues getting attention at that level are ones that are being barked about on high level conference calls and those are always about meeting a deadline of some sort. Directors don't have the time to correct area managers that are failing to properly supervise/manage their own groups. As long as the work is getting done (by the few that are actually doing it) there is no problem for them to address, right? Do you think a 4th line is going to want to be told that by someone at my end of the totem pole?
It's gone on for so long everyone here has given up on any expectation of change. I used to feel like an integral part of this company and would have happily filled out an NPS about 6-8 years ago. Not any more. Nope, I'm not going to be the squeaky wheel on an NPS survey with all these layoffs happening. When I eventually get my surplus notification I will not be surprised. I have an excellent updated resume and a very decent skill set that will land me another gig somewhere. I may even start looking before that. The pay is great here but the whole inside of the company has rotted out. It's a shame. I miss the feeling of working with a solid team.
We actually have meetings prior to taking them that "strongly suggest" how we're supposed to answer them. If I can't tell customers how to answer their surveys, why do theyou think it's acceptable to tell employees how to answer surveys?
They don't want honest answers that can be used to make improvements (I don't bring up an issue without having a feasible solution), but just want to the scores to add up to Promoters.
I received communication that our VP was looking for 100% participation. It must be that there's a bonus involved depending on what % of employees you get to take it not necessarily the score they give certain things. Most likely a barometer as to which employees/groups to lay off to increase their next eNPS score.
in my department a supervisor stands behind you and watches you complete the survey. so much for being private. I'm sure there is bonus money involved in it, otherwise they wouldn't care. They don't care about what we write in the survey as long as we fill it out.
when the surveys are going in the "right direction" or being spun really well, I do know directors and AMs leverage it in their end of year. I've been on calls where leadership has also been like "oh well, those are detractors, you'll statistically get those" and largely great points were glossed over.
All the research I've read even some of the cutting edge Harvard Review stuff (which is the flavor dejour at T) states that these engagement surveys are flawed and old school and need major revamping - much like end of year appraisals. But like everything else at ATT, innovation and change are only buzz words. It'll all change when Randy figures out how to make an immediate dollar and sell it to the board.
Until then, mired down old school crap, here we go again.
I'm not sure either. Certainly it is not to improve the working environment or culture, as these continue to degrade year after year. My theory is they want to measure the level of disgruntlement to ascertain if their policies are having the desired results.
Oh, and if you really think that survey is anonymous, I've got some prime water view property in the Trinity River bottoms I like to sell you sight unseen.