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Let's measure the pulse! [Estonian Courts Customer Story]

An employer’s greatest value and asset is its people. When employees feel valued and committed, it creates a strong organizational culture and helps achieve better results. But how do you understand what employees really expect and need? How do you keep their job satisfaction and engagement at a high level? The answer lies in open dialogue and conscious management, one of the tools of which is satisfaction and commitment surveys.

In 2024, we developed in collaboration with the team of the performance review software PlanPro and introduced the PULSE survey in courts – a tool that helps teams understand and measure employee satisfaction, commitment and the quality of the organization’s management. Our goal was to create a simple, flexible and user-friendly solution that allows you to keep your finger on the pulse, make informed management decisions and support the organization’s continuous development. The solution created is universal and the survey can be implemented in every organization using PlanPro software.

What is pulse measurement?

Employee satisfaction and engagement can be measured in a variety of ways, from simple surveys to comprehensive analytical systems. The goal of court managers and HR professionals was to find a practical yet science-based solution that would ensure high response rates, be systematic, allow for comparison of results, and support informed decision-making.

When considering various alternatives, we chose methods that we had already successfully used:

  • Questions based on the Gallup methodology help measure and shape employee experience by focusing on the key factors that influence job satisfaction and engagement. Studies have shown that higher engagement is strongly linked to organizational performance, helping to reduce employee turnover, improve performance, and increase satisfaction.
  • Kantar Emor’s composite indices allow you to measure employees’ emotional attachment to their employer and compare results with other organizations. The Leadership Quality Index provides a picture of how employees perceive management and whether they are willing to recommend their employer.
  • By combining these approaches, we get a compact analysis option that is not just a collection of metrics, but an effective tool for planning and implementing conscious changes.

Why this particular methodology?

The PULSS survey is a short engagement and satisfaction survey that measures the most important aspects of the employee experience. It aims to understand employee expectations, provide valuable feedback to managers, and map the organization’s strengths and areas for improvement.

The survey consists of:

  • Questions inspired by the Gallup Q12 methodology that help assess satisfaction and engagement, taking into account different levels of work-related needs: basic needs, individual needs, teamwork, and development;
  • Questions from the Kantar Emor Engagement Composite Index (Public Service Engagement and Satisfaction Survey) that measure employee engagement with the organization;
    Questions on the management quality assessment, which are added once a year;
  • Free comments where employees can share what is good and what could be improved.
  • A short and focused questionnaire helps ensure a high response rate, and a safe and anonymous environment creates the opportunity for honest feedback. The results are presented visually in the form of graphs at both the unit and organizational level, making it easier for managers to understand the strengths and development opportunities of their teams. If desired, it is possible to compare the results of one unit with the overall results of other units or the entire organization. The survey can also be conducted with questions based on the Gallup methodology only.

How is the survey conducted?

The PULSS survey is conducted in PlanPro software, which ensures secure and convenient access for both respondents and analysis of the results. The survey can be conducted 1–4 times a year, depending on the needs of the organization. The survey is organized by HR staff.

Based on the results, active discussion and planning of activities takes place:

  • Analysis of results – reports at both the unit and the entire organization level.
  • Performance reviews – discussing the results in one-on-one conversations and/or in teams.
  • Preparation and implementation of an action plan – jointly agreed activities of managers and teams and monitoring how changes are implemented.

What to consider when implementing pulse survey in your organization?

 

  • Management support is critical. Active participation by top management helps create an open and people-centered work culture and increases response rates.
  • The role of managers is crucial. The survey is a management tool, and the immediate manager is a central factor in shaping the employee experience. Managers need support – training, guidance and practical materials – to use the survey effectively.
  • Giving and receiving feedback must be a natural part of the work culture. Without open dialogue, it is difficult to interpret the results and learn from them. It is important to encourage employees to share their thoughts and show that their contribution counts.
  • Data security and anonymity are key. Employees need to know how their responses will be used and processed and that the results cannot be attributed to specific individuals. The results are only presented in general at the institution level for everyone, at the unit level for a specific unit. The results of units with a small number of participants are only reflected in the overall summary of the institution.
  • The goal is not comparison, but development. The goal of the results is to support job satisfaction and satisfaction in every team, where the greatest opportunity for change lies with the leader and the employees themselves.
  • Consistency is important. Building satisfaction and commitment is an ongoing process, where measurement is only the first step – real change comes from consistent action and conscious response. Regular feedback and open communication of results help achieve lasting positive changes.

Many thanks to everyone who has contributed to the creation and implementation of the PULSE survey! Special thanks to the court leaders, human resources managers and the PlanPro team. Your contribution helps create a better working environment for everyone!

The author of the article, Terje Laur, is the HR Manager of Harju County Court and Tallinn Administrative Court.

Read more about the capabilities of PlanPro software here: https://planpro.ee/en/employee-appraisal-software/

If you would like to discuss how to conduct regular engagement and satisfaction surveys in your organization please feel free to get in touch!

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