Sample Job Satisfaction Surveys
Job satisfaction is the percentage of agents in the contact center, analysts in the service desk. or technicians in desktop support that are either satisfied or very satisfied with their job. It is typically measured annually or semi-annually using a job satisfaction survey. Unfortunately, fewer than 30% of all support organizations track job satisfaction. When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter. On both counts, they are wrong.
MetricNet’s Sample Job Satisfaction Surveys are available for Service Desk, Desktop Support and Contact Center professionals worldwide. We consider Job Satisfaction an important bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively correlated with absenteeism and turnover, meaning that absenteeism and turnover go down as job satisfaction goes up.