Stakeholder Satisfaction Survey

Today's topic would be: Stakeholder Satisfaction Survey

More and more companies are now implementing CSR program, or CSV, but not much understand how to measure your stakeholder satisfaction, measuring your CSR program performance, in form of an index or score that is easier to understand rather than a long narrative write up about qualitative review of each program performance.

As many service industry use Importance Performance Analysis (IPA), any other company can also use the same analysis to measure their social responsibility program. The four quadrant resulted from the analysis will help management review the program implementation whether is match the stakeholder expectation, over doing or not match at all.

Untuk teman-teman yang ada di Indonesia, dan tertarik lebih jauh untuk mengetahui survey kepuasan masyarakat atau stakeholder bisa langsung menghubungi saya di missluki@live.com atau wardhani.lukita@gmail.com. 

This year, we are trying to expand our experience not only for sharing our insight but also to assist those who are in need of social survey, assessment, analysis, or even developing CSR program plan.

We are welcoming anyone who is interested to utilize our assistance related to Indonesian Sustainability context.

cheers.. and happy holiday..

Measuring your Stakeholder Satisfaction Index

Today's topic would be: How to Measuring your Stakeholder Satisfaction Index

Before we talked about how to measure the stakeholder satisfaction to our CSR Program, I would like to raise an issue that sometime most company forgot about. A corporate who implemented CSR programs sometime forgot that they actually need someone to manage two role and function of that CSR. One is the program executor, or most common called by Community Development Officer and the other one is the program controller, this is the one that sometime been forgot by most company. The role of the CSR program controller is can be as limited as just to control the program implementation, ensuring that the program is match to their target performance, budget and schedule. But can also as wide as from strategic planning, budgeting to monitoring and evaluation of the CSR program.

That way, your CSR would have a balance function, a role who is executing the program and a role of strategically control the program. This way, it is easier for the corporate to measure their own CSR performance, to analyze their works, their CSR programs and their branding position in public view or in their stakeholder perspective.

Ending up with no one evaluate the performance, this would led to uncertainty that we achieved our objective or not, we just implemented but no one seems to evaluate the impact or the perspective of our stakeholder regarding our works.

So, question is how to measure your stakeholder satisfaction?
First of course, you need to understand who are listed in your stakeholder list. What is the main group of your key stakeholder..is it the customer? the employee? the vendor? the principal? the share holder? the owner? or the government? (please refer to stakeholder mapping)

If you have identified your stakeholder then you can set a regular period of time to do a performance survey against all your CSR program and your brand image to those targeted stakeholder group.

It can be a simple survey of series of questions to explore your stakeholder opinion regarding the brand, the programs on various of element such as Satisfaction rate, Importance rate, Beneficial rate, Sustainability, etc..

To score can be limited as 1 to 4 or 1 to 5, the important is to analyze with the tools match to your company need. If you need to identify the satisfaction rate only of each your program implementation, the common one is to use Importance Performance Analysis (IPA) where the result can be shows in a cartesius diagram such as below

From the IPA you can identified which program is already in good work or match the satisfaction of your stakeholder, which one require an improvement because its overkill (high performance but low importance) or "concentrate here" quadrant (highly importance but least performance).

Various people has also tried to propose a tool to measure the total performance based on stakeholder perspective, such as an analysis of Business Process performance against four group of stakeholder; Customer, Employee, Owner and Supplier as below

as it is written in http://www.bptrends.com/publicationfiles/04-06-WP-StakeholderAnalysis-Curtice.pdf

Some even create their own performance analysis, so how about yours?

How do you measure the performance of your stakeholder perspective against your company performance?

Engaging your staff to your Social Responsibility Programs

Today's topic would be:

Engaging your staff to your Social Responsibility Programs

In theory of Stakeholder mapping, your internal staff is consider as one of your key stakeholder as well. Fortunately they could also be your main human resource to support your Social Responsibility program.


How?

1. Your HRD shall already have a complete competency and skill mapping and database from all staff at all grade and group category
2. You need to already have a clear core program and framework of your CSR would be like
3. Then you could do a cross reference analyze using those two document I mention in no 1 & 2, and identify similarity of skill or competency. By doing this exercise your company might cut off external expertise fee budget which you need to implement a training for your community stakeholder. That sometime the cost is higher than the total project of development afterward.
4. This exercise can be also added to your staff performance evaluation indicator under "a social voluntary contribution" which of course endorse and acknowledge by management as performance to contribute to company commitment in CSR or Community Development
5. This exercise can also be one of solution to your bored staff to release some of their work stress under routine schedule, and felt personal satisfaction by helping other who is needed. Some people mostly felt great relieve when they learned that they are meant something, that they are still worthy and can be valuable to their community.
6. This initiative can also create a total different image of your company from a closed and rather ignorant to an open, sincere and caring company.
7. If you could ask your top management to event do a sharing workshop on how they end up as top management to those "new starter entrepreneur of community" then it might do your relationship with your stakeholder higher, or even be a guest lecture to a local university who might have any role model to invite and inspire their students with.

These whole exercise are meant to ensure your stakeholder that your company is truly committed not only on paper, and therefore all workforce at all level is encourage to engage to all programs.

Just a thoughts.. I know some company has done it, but many who still unsure to doing it..

Please share your experience too..