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Annual satisfaction survey with personas for De Nederlandsche Bank

Annual satisfaction survey with personas for De Nederlandsche Bank
Annual satisfaction survey with personas for De Nederlandsche Bank

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Since 2011 Hospitality Group is conducting an annual survey among DNB staff to measure their satisfaction about the facility services. Thanks to follow-up actions, satisfaction rates are climbing every year.

The scope of the survey comprises all 18 facility services, such as reception desk, restaurant, vending machines, cleaning and the service desk. In June 2015 all 1700 DNB staff members were invited to take part in the digital survey.

DNB used the results to make a comparison with previous years and make informed choices about the future strategy. To this end, Hospitality Group added a persona survey in 2015 to gain insight into the motivations of users of facility services.  In a work session with the MT we explored the correlation between the satisfaction ratings, the motivations of employees, how important people find services, and the cost level.

For 2016 DNB will extend the facility services survey to include the ICT services as well.

Project data

Client
De Nederlandsche Bank
Project type
Satisfaction survey

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