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Increasing Customer Satisfaction Through Satisfied Employees

An Employee Opinion Survey at Astra Credit Companies (ACC)

Problem

Astra Credit Companies (ACC) is the largest Financial Services Company owned by Astra International Group in Indonesia with more than 30 years of experience. ACC is fully committed to improve service to the community. ACC has always maintained its reputation as a leading finance company in Indonesia. Not only maintain its reputation in the community, ACC is also committed to its employee.

Challenge

To measure Employee Satisfaction Index ACC, and also in particular, measuring how far ACC meets employee expectations, get honest feedback from employees and also obtain information / early detection of problems that occur currently.

Solution

Since 2010, ACC with PQM Consultants conduct Employee Opinion Survey every two years. The survey was conducted using census method with questionnaire. Response rate in 2010, 2012 and 2014 is always over 80%. With this survey result, ACC has better understanding about employee expectations and needs, and also can take action to improve.