A happy employee is a happy internal customer


A happy employee is a happy internal customer. Employers should strive to make employees happy so that they can better serve external customers. Employee satisfaction is thus of utmost important to both employers and employees so that customer satisfaction can be achieved. Training is an important investment in the performance of your staff. However no amount of investment in training will help or motivate employees if they are not satisfied with their supervisors or climate of the organisation. In order to make the most of money spent on training, it is important to know the reasons behind employee dissatisfaction and resolve to eliminate or reduce their degree of unhappiness at the workplace. Hence the need to administer an employee survey to gauge their happiness and engagement.

In this one day practice-oriented workshop, we will show and teach you how to design a survey to identify the dissatisfaction of your employees, how to implement the survey and to formulate action plans to make them happier and more satisfied so that they will remain loyal to the organisation and strive to give their best to help the organisation meet the customers' demand and henceforth increase the revenue of the organisation.

Course Details: 


• Understand the importance of having highly satisfied employees in organisations.

• Acquire the skills to design a good employee satisfaction survey.

• Implement successfully an effective employee satisfaction survey.

• Develop action plan to address the issues discovered in the survey.



I. Linking employee satisfaction to the strategic directions of the business

• Importance of employee satisfaction to business strategy.


II. Types of commonly used employees surveys

What are the types of employee surveys?

• Reasons for using different types of employee surveys.


III. Developing an effective employee survey measuring instrument

• Types of dimensions to be included in the employee survey.

• Rationale for the choice of the dimensions.

• Scale and design of survey questionnaires.


IV. Implementing the employee survey

• Communication

• Medium of transmission

• Ethical issues

• Confidentiality


V. Analysis of survey results results

• Quantitative data analysis

• Qualitative comments collation

• Report format


VI. Post survey follow-up to maximise employee satisfaction and organisational commitment

• Communication of survey results

• Follow up action plans

Who should attend

• All executives and managers responsible for organisational excellence.

• Those who need to design and implement employees' satisfaction/engagement survey questionnaires to strongly linked organisation commitments to level of employees' satisfaction/engagement.


Bernard Tay has over 20 years of experience in human resource development and management in both private and public sector experience. He has worked as a regional manager in a renowned American and Japanese global conglomerate. He has gained both local and international experience, having worked for diversified industries ranging from banking, aviation, telecommunication, education, electronics, and energy to the medical sector. He has also worked in the USA where he focused on staffing and organisational development.

Bernard has extensive experience conducting human resource management and development programmes to local and international participants from different organisations. He has acquired working knowledge and experience in developing employee handbooks, job analysis, job evaluation, job description and design, employee orientation and organisational downsizing. In addition, he has been a Senior Assessor for Singapore Quality Award and People Excellence.

Bernard graduated with a Bachelor of Arts majoring in Economics and an Upper Honours degree in Sociology from National University of Singapore (NUS) and subsequently obtained his Masters’ Degree in Education and Human Development from George Washington University, USA. He is also a certified Advanced Certificate Training and Assessment (ACTA) trainer.

Administrative Details:

Scheduled Dates

• Date to be advised  (1st Run)

Duration / Venue

• One day

• 9 am to 5:30 pm

• Hotel seminar room


A Certificate of Attendance will be awarded at the end of the course.



• S$ 550 for Community

• S$ 580 for Non-Subscribers


• Coffee & tea with snacks during the morning and afternoon breaks

• Buffet lunch with vegetarian & halal options


Past Participants:

Past Participants' Comments

Past Participant Organisations