2012 NCO Employee Satisfaction Survey

The 2012 Employee Satisfaction Survey aims to measure NCO and APAC employee satisfaction from January 1 to December 31, 2011. We would like to ask for your valuable input and feedback to help us improve your company experience. Please answer this survey as candidly as you can. We assure you that information gathered from this survey will be held with utmost confidentiality and anonymity.


A red asterisk (*) indicates required questions.

  1. What is your role in the company?*
    Agent
    Non-agent


  1. How long have you been with the company? *
    Less than 6 months
    6 months – Less than 1 year
    1-3 years
    More than 3 years


  1. Which site do you belong to?*
    Clark
    Fort Bonifacio
    Marikina
    Mezza
    Quezon City


  1. What account/department do you belong to?*
    NCO Cap One Cash
    NCO Cap One US Skip to Locate
    NCO Cincinnati Bell
    NCO Clearwire Outsourcing
    NCO Consumer Hotline
    NCO Credit One Account Services
    NCO Credit One Collections
    NCO Easy Pay
    NCO GE Outsourcing
    NCO Global Commercial
    NCO Dialer Team
    NCO T-Mobile Outsourcing
    NCO UPS Processing
    NCO ARM Quality and Compliance DMS
    NCO ARM Reports Team
    NCO Cap One US /Recoveries
    NCO Chase Collections
    NCO Consumer Affairs
    NCO Direct TV
    NCO GE Recoveries
    NCO Manila Corporate Shared Service Correspondence
    NCO Manila Debt Buyer
    NCO Skip
    NCO Purchase
    NCO Learning and Development
    NCO Australia
    NCO CIT
    NCO HIMS
    NCO Manila Healthcare
    NCO Manila Healthcare EOS
    NCO Manila Healthcare EPALS/Eligibility
    NCO Protocol Quality
    NCO T-Mobile Mezza
    NCO T-Mobile Quezon City
    NCO T-Mobile Clark
    NCO UPS Clark
    NCO SST
    NCO Aegon
    NCO Sprint
    NCO Cricket
    NCO Amazon
    NCO Clearwire Universal
    NCO MSS
    NCO Workforce
    NCO Recruitment
    NCO Learning and Development
    NCO HR and Corporate Training, Leadership Development for Excellence
    NCO Compensation and Benefits
    NCO Employee Relations
    NCO Workers' Compensation and Leaves Administration
    NCO ACOP Payment Processing
    NCO Admin
    NCO BPI
    NCO Centralized Reports
    NCO ACOP Client Accounting
    NCO Corporate IT
    NCO Facilities
    NCO Finance
    NCO IT
    NCO Manila Centralized Dialer Team
    NCO MIS
    NCO Payroll and Master Data Administration
    NCO US Corp Treasury Fort


  1. Did you answer last year's ESAT Survey (2011)?
    *
    Yes
    No


  1. IMMEDIATE SUPERVISOR

    RATING SCALE:
    1 - Strongly Disagree
    2 - Disagree
    3 - Neutral
    4 - Agree
    5 - Strongly Agree*

            1 2 3 4 5      
      My manager provides enough coaching, counseling and clear feedback on the quality of my work. Strongly Disagree Strongly Agree  
      My manager addresses my questions, concerns and issues in a timely fashion.  Strongly Disagree Strongly Agree  
      My manager helps me understand new policies and procedures.  Strongly Disagree Strongly Agree  
      My manager sets clear goals and objectives.  Strongly Disagree Strongly Agree  
      My manager helps me understand how my work contributes to the company’s success.  Strongly Disagree Strongly Agree  
      My manager supports my goals for self development. Strongly Disagree Strongly Agree  


  1. MANAGEMENT AND CULTURE

    RATING SCALE:
    1 - Strongly Disagree
    2 - Disagree
    3 - Neutral
    4 - Agree
    5 - Strongly Agree*

            1 2 3 4 5      
      Overall company goals and objectives are communicated regularly.  Strongly Disagree Strongly Agree  
      I am confident in Management’s ability to lead the company.  Strongly Disagree Strongly Agree  
      The management team follows company policies and embodies company values.  Strongly Disagree Strongly Agree  
      Management has created an open, comfortable and safe work environment.  Strongly Disagree Strongly Agree  
      The company cares about its employees. Strongly Disagree Strongly Agree  
      The spirit of teamwork and cooperation exist within the organization.  Strongly Disagree Strongly Agree  
      Overall morale in my team is high. Strongly Disagree Strongly Agree  
      The performance targets (metrics) are reasonable. Strongly Disagree Strongly Agree  
      People are held accountable for the quality of work they produce. Strongly Disagree Strongly Agree  
      The organization supports balance between work and personal life. Strongly Disagree Strongly Agree  
      Communication is encouraged in this organization. Strongly Disagree Strongly Agree  
      I have an opportunity to participate in the goal setting process. Strongly Disagree Strongly Agree  


  1. DEVELOPMENT AND SUPPORT

    RATING SCALE:
    1 - Strongly Disagree
    2 - Disagree
    3 - Neutral
    4 - Agree
    5 - Strongly Agree*

            1 2 3 4 5      
      I am paid correctly including overtime and adjustments.  Strongly Disagree Strongly Agree  
      The necessary facilities and systems (computers, software, workstations, rooms etc) are in place and are easily accessible for me to get my job done.  Strongly Disagree Strongly Agree  
      I receive adequate training to prepare me for my current job.  Strongly Disagree Strongly Agree  
      I have adequate opportunities for professional growth in this organization. Strongly Disagree Strongly Agree  
      I know who my HR representatives are and how to contact them.  Strongly Disagree Strongly Agree  
      I am comfortable discussing workplace issues with HR.  Strongly Disagree Strongly Agree  
      I am satisfied with the employee benefits that the company has to offer.  Strongly Disagree Strongly Agree  
      I am satisfied with the engagement activities the company has planned for the employees.  Strongly Disagree Strongly Agree  


  1. OVERALL SATISFACTION

    RATING SCALE:
    1 - Strongly Disagree
    2 - Disagree
    3 - Neutral
    4 - Agree
    5 - Strongly Agree*

            1 2 3 4 5      
      My efforts are recognized, acknowledged and rewarded appropriately. Strongly Disagree Strongly Agree  
      I plan on working in the company for the next year.  Strongly Disagree Strongly Agree  
      I plan on working in the company for the next three years. Strongly Disagree Strongly Agree  
      I am treated fairly in the organization. Strongly Disagree Strongly Agree  
      The company makes me feel that I am a valuable asset in the organization. Strongly Disagree Strongly Agree  
      It is great to be part of the company and I would recommend it to everyone.  Strongly Disagree Strongly Agree  
      My job gives me a feeling of accomplishment. Strongly Disagree Strongly Agree  
      My total compensation package is competitive.  Strongly Disagree Strongly Agree  


  1. What are your suggestions for improving employee experience in the company?


  1. If you took last year’s ESAT survey, what are the most notable improvements you’ve seen?




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