Employee satisfaction survey forCSU and Tzorg

CSU is the number one cleaning partner in the Netherlands within the facility services sector. Tzorg is a national provider of domestic support and individual care within the Social Support Act (Wmo). Both fall under the parent company Total Care and together they employ more than 25,000 people. How do you gain a good insight into how satisfied employees are when they always work remotely and when the workforce is so large? Together with CSU and Tzorg, we continuously conduct an employee satisfaction survey (ESS) to gain these insights.

A random sample is taken from the employee database each month, ensuring a representative distribution. For CSU, this amounts to approximately 1,100 employees per month, and for Tzorg, approximately 900. All employees participate in the survey no more than once per year. The advantage of these monthly (representative) samples is that they provide continuous insight into satisfaction levels, which also reveals any seasonal influences.

Online research and dashboard

For both CSU and Tzorg, the employee survey is conducted online. It is very important that such surveys are understandable and accessible to everyone in order to maintain the highest possible quality of responses and willingness to participate. The results of the survey are updated daily in the online dashboard that has been developed specifically for CSU and Tzorg. The advantage is that the dashboard allows them to view the results of the survey at any time, which is very valuable for CSU and Tzorg in terms of being able to respond immediately and follow up on specific insights. This dashboard also allows independent comparisons to be made between different business units and breakdowns to be applied. Both parties can indicate which results in the dashboard should be visible to whom. The anonymity of employees is always guaranteed.

“Our employees provide a pleasant home for our clients. An employee who feels happy, involved, and appreciated takes better care of our clients. Markteffect us gain structural insight into employee satisfaction. We know how things are going at all times and can quickly monitor developments. The dashboard provides important management information for managers and Tzorg as an organization.” 
Julien van Esch, HR expert at Tzorg

As a service provider, we believe that our employees are the foundation of our success. When our employees enjoy working for us and feel committed to CSU, this is also reflected in the customer and the important work they do there every day. And that in turn results in satisfied customers who want to remain customers. It is therefore essential to understand the things we do well as an employer, but also what we can improve. The customized surveys that Markteffect conducts Markteffect us and the accompanying dashboards provide us with the right information for this.”
Susanne Otten, HR project manager CSU

Onboarding survey

Employees who have been with the company for less than two months are not included in this survey, as they first need to be given the opportunity to get to know the organizations. After their first few weeks, they are approached for the so-called 'onboarding survey', which is also conducted on an ongoing basis in order to evaluate the initial period of employment at CSU and Tzorg. This provides an opportunity to implement improvements to the induction process and allows new employees to express their views about their initial period with their new employer.

Exit survey

Another component of the employee satisfaction surveys are the 'exit surveys'. These involve distributing a questionnaire to those who have resigned. CSU and Tzorg use this questionnaire to find out the reason behind the departure, so that they can ultimately learn from this as an organization and implement improvements to minimize staff turnover as much as possible in the future.

Tzorg uses a so-called API link. This API link ensures that questionnaires are automatically sent shortly after the last working day to employees who have resigned at their own request.

“At every stage of the employee journey, we want employees to enjoy their work, develop to their full potential, and feel appreciated. This ensures that new employees have a pleasant start and that former employees remain ambassadors. The onboarding and exit surveys help us to give home helpers, caregivers, and cleaning staff a warm welcome and to retain and engage them for longer, thereby limiting (rapid) turnover.” 
Van Esch (Tzorg) and Otten (CSU)