Measuring employee satisfaction

Caja Madrid sees staff satisfaction readings as an invaluable resource. It operates a number of systems to survey the organisation's work climate and record people's views and experiences regarding different aspects of Group management.

The tools used include annual surveys of branches with regard to the perceived quality of the support received from central services. In the human resources area, the key factors considered are expertise and guidance, accuracy of information, ease of contact, turnaround time on requests for advice and general treatment.

The graph below depicts the overall results of these surveys in the last eight years:

The strong upward climb in the satisfaction score is quite clear, having doubled (from less than 38% to 76%) since the first year of measurement.

The human resources representatives that cover all branches constitute a permanent channel for information and analysis on the work climate/atmosphere, thanks to their proximity to and familiarity with employees.

The results obtained in the surveys and the areas targeted for improvement by the human resources representatives serve as the basis for proposing specific measures to improve satisfaction amongst our people.