Job Satisfaction and Engagement

1. Employee Job Satisfaction Report
Prepared by,

2. Table of Content:
Introductionof Metro…………………………………………………………………………………………………
Surveyobjectives………………………………………………………………………………………………………..
SurveyProcess…………………………………………………………………………………………………………….
GallupPakistan…………………………………………………………………………………………………………..
LevelsinMetro…………………………………………………………………………………………………………..
How Metro increase theiremployeesjobSatisfaction……………………………………………….
ProblemFacedbyEmployees…………………………………………………………………………………….

3. Introduction of Metro:
Metro is the international wholesaler, operates across the Europe and some of the countries of
Asia and Northern Africa. Metro is operating over 750 stores in 29 countries in 2014.Metro is kindly
different from other wholesalers because metro looks for professional customers rather than focusing on
end consumers. Moreover, the cash and carry concept has a meaning of self-service and bulk quantity.
There is a reason behind this concept which is Metro has targeted the professional customers who owns
businesses and buy products and services in a bulk quantity for their business use. Metro important
customers are Hotels, Restaurants, Caterers, Traders and other business professionals.
Survey objectives:
The employee’s job satisfaction survey has been conduct every year mostly in every organization.
The main reason of this survey is to find out the information about employeessatisfaction and engagement
to their as well as these information provides management to take initiatives for the betterment in lacking
areas and to maintain their strong working areas. More specifically, it can be clear as;
1. To allow employees to work in a better environment which increase their productivity.
2. To allow management for taking initiatives for the satisfaction and engagement of their
employees towards work.
3. To measure employee attitude that how they look at their jobs.
Survey Process:
There are many employees survey companies over the world who conducts survey mostly every
year in all organization. However, there could be more than 250 questions on employee job satisfaction
but companies usually ask some important question on which companies take out the average of company
in a form of result. One method is questionnaire, which consist of 15 to 20, which are distributed in to
different parts. Employees are efficiently participate in this survey and answer the entire question without
taking the help from internet.
In the end, employees are asked to provide feedbacks in the area they work, their recognition and
the area they believe there should be some improvement for the betterment of work environment and
employees satisfaction to their work. These information are provided to management on which they make
new policies and strategies for making satisfy their employees and make them engage into their work. In
result, employees will get a better environment to work with tools and resources, which make them
efficient and engaged.

4. Gallup Pakistan:
Gallup Pakistan is an international company, conduct surveys in many other companies for the
purpose of getting information related to their internal environment and relation between employees and
upper level management. Gallup Pakistan is associated with Gallup International Association. Moreover,
it was established in 1980 by experts trained. They also have service office in Karachi, Lahore and
Islamabad.
Every year, Gallup Pakistan conduct a survey at metro in which experts from head office visit the
company and collect the information from internal environment at company level, manager level and
employees level. They also observe the interest of employees into their work. As they have many
different ways by asking question directly to employees or by filling questionnaires without using
internet. They are also asked to provide open feedback in which they think there should be some
improvement in work environment and to give them some tools and resources which can engage
employees to their work.
Last year, Gallup Company has conducted survey in June and July at Metro in which they asked
19 questions to employees related to Job Satisfaction. These Question were related to Managers,
Company, Recognition, Overall company Morale, Benefits and some question were related to old survey
or last year survey .
The reason of asking question is to know that how much employees are satisfied with their
managers. Are managers coordinate or directly associate with their employees? How efficiently manager
take action if employee get in some working problem? Questions related to company level are asked to
find out how much company provide benefit to their employees and are they welcome to give ideas and
make new innovation? Recognition mean how employee feel about their job and how much their position
matters? Overall company morale is how they feel for the company or what is their attitude toward the
company and working environment? Old survey question must be asked in new survey to find out how
company has efficiently work on their weakest area and cope up with working condition to make their
employees satisfied?
The last survey had a very good score in order to satisfy their customer. The overall score of
Karachi Metro cash and carry was 76% which was related to Job Satisfaction. Gallup Company also
mentioned the 3 areas of improvement which were weak and 3 areas to maintain which were making
satisfy their employees.
Gallup Company made report on company level to describe that how company is making policies
and strategies for their employees and specifically define what company should do to maintain their
working environment. Another report made on manager level, which describes how efficiently they
implement these strategies in their company. Research will only make if manager is controlling more than
five employees under them. This is how Gallup can also find out the average performance of the
managers through employees grading.
Third report based on employees satisfaction to show that how much employees are satisfied with
their company, manager, benefits, policies and working environment. Although, it contains the old survey
information related to improvement and maintained areas in the company.

5. Levels in Metro:
Mostly companies do have a level system because employees can easily justify from which they does
belong.
1. Level 7:
Level seven are those employees who are directly relate or associated with
customers at daily basis.
2. Level 6:
Supervisors lie at level six.
3. Level 5 and 4:
These two levels are the manager level.
4. Level 3:
Store managers are on level three.
5. Level 2 and 1:
These two levels are the areas of Head of Division and Directors.
6. Level 0:
Level 0 is the top level where Managing Director rules.
Different employees are working in the company and managing different works sothe main benefit of
making level is to plan policies and strategies according to the level. This is how management can easily
take initiatives and decision by looking at different level, fulfill their needs and want to make a better
working environment.
How Metro increases their Employees Job Satisfaction and Job Engagement?
This is the very difficult job for every company to make their employees satisfy with their
working environment, tools and resources, salary, incentives and appraisal. Company does work on this
area and always try to make it better for them. If a company does not make plans and strategies,
employees will definitely quit or switch to another job for making it needs and wants fulfill. Therefore, it
is very important for every company over the world.
It is the long-term goal of every company to increase their sales and earningstherefore; Metro
looks for professional and trained employees to create a mutual bounding with them so that they become
the present and future employee of the Metro. Metroalso needs to work on employee’s part to make them
satisfy and engage employees to their work. According to the last survey, job satisfaction has been
increased by 66% to 76%. This positive trend indicates that Metro policies and strategies are efficiently
increasing the level of satisfaction in their employees and make them engaged to work.
Far Sighted:
The future of the company depends upon the ability and flexibility of employees therefore Metro
has made changes in their policies and develops new plans and strategies by extending the age limit of
employees so it can give their valuable ideas and services to Metro. Another thing is demographic change,
which is necessary for employees so that employees can easily reach at their work place. Metro also

6. attracts by responding their employees increasing migrants to Western Europe. This is the great platform
provided by Metro in order to attract and satisfy their employees.
International Carrier Path:
In order to make their employees satisfied, Metro has a career planning process through which
they can identify right candidates for a key position in a company and support them. Moreover, they can
fill their vacancies on their own rank. The succession rate of top-level management was 86% by
implementing for providing international carrier path to their deserving employees.
Individuals Job Performance:
Every year Metro conduct individual job performance review with their senior managers and
employees as a part of company’s growth and performance. In the beginning of financial year, goals and
priorities are clearly defined to every employee as a way of providing them direction. Changes are made
within a half year if necessary. Moreover Metro cash and carry also announce monthly 18 Pride of
Performance award in which they give free coupons for shopping and dinner with family in a restaurant to
their employees. Themonthly award plan has made to engage their employee to their work and make them
satisfy with company work environment. At the end of financial year, meeting is held and discusses the
performance with appraisals.
Furthermore, Metro has also introduced Leadership Talent Review in which succession planning
is made for core position in their company. This process enables the company to look for the ability,
dedication and experience of the candidates and then position them to upcoming stages. This Talent
Review serve as a long-term development process for candidates to top level in the company.
Performance Based Compensation:
In the end of 2012, employees raised their finger on the issue of extra performance award.
Employees were not satisfied with their fixed salary method indeed they try to work hard for the
company. Therefore, management take action on this issue, made a plan and implement “Performance
and Reward” in the early 2013. The Performance and Reward came with a concept of fixed salary along
with variable compensation, which depend upon the employees increasing customer’s level of satisfaction
and their efforts to fulfill company’s principle on the job each day.
Company Pension Scheme:
Along with fixed salary, one-year compensation, short and multiyear (long-term) incentives,
Metro does offer pension scheme to their employees based on managementlevel, contribution and
performance of the employee.
Further Education:
Metro Pakistan also gives best opportunity and platform to their employees by supporting them in
further education for Bachelors and Masters. They give up to 25000 on Bachelors and 50000 for Masters.
Furthermore, they also conduct training programs for their managers and future managers to learn
expertise in order to increase Job and customers Satisfaction.

7. Equal Opportunity:
Metro has set their goals for both men and women in order to satisfy both. Indeed, Metro also
promotes equal opportunity for their employees as they increase the number of women in management
level 1 and 3 by 20 percent and Metro has planned to increase number of women to 25 percent till 2015
which is a great opportunity for women.
Problems Faced by Employees:
As a time passes, employees start facing some major problem which can create some huddles in
their job satisfaction and does not allow them to engage to their work. Metro Pakistan decided to face this
problem very efficiently because if Metro does not work on this problem, they probably lose their
employees and customers.
However, Metro Pakistan made a new strategies by conducting a conference meeting where all
level employees truly participate and speak for their problems which they are facing within work
environment. Metro Pakistan also give a name to conference meeting which is “Have You Say”
Conference conducted every year at the end of financial year. Some major problems were discussed in
Have You Say Conference and also took action on these problem.
1. Last year, problem was raised concerning Life insurance policy which was very low for their
employees. Therefore, Metro Pakistan has decided to revise their life insurance policy and they
came to solution by making their life insurance policy double. This action has made their
employees satisfied at higher level, who were facing this problem.
2. Most of the employees need some rest and want to enjoy their vacations. For that issue,
employees at Metro starts demanding advance salary and this problem was also raised at Have
You Say conference. Management at higher level took a very effective decision by providing
advance salary in the month of July every year.
3. Health insurance also became an issue for the employees. The agenda of employees was that they
consider Health insurance very low. Moreover, this issue was also discussed in the Conference.
Metro Pakistan reach to the solution and decided to increase their health insurance policy.
However, this facility was only for the employees but Company has made major change in
policy. Metro Pakistan decided not only to increase health insurance but also giving insurance to
their family members which mean 450,000 per family head. Metro Pakistan was the first only
company to give this benefit to their employees.
Along with health insurance policy, Metro also offers 10 to 20 percent discount on laboratory test
at Essa laboratory.

8. 4. Sales department found some difficulties with their job engagement. Problem was raised at the
Conference meeting concerning sales person that they were demanding for advance petrol
allowance and should increase their petrol limit. However, Metro Pakistan found a solution by
launching Petrol Cards with increased limit. This solution become very convenient for the sales
persons and make them satisfied with their job and the company.
5. Females have also raised an issue concerning convenience problem. Females found it difficult to
reach at the company and leave for their home at evening. Therefore, Metro Pakistan provide van
facility for females and also give allowance to those female employees who came up by their
own. Moreover, this solution has also decrease absenteeism and makes more satisfy to their
employees.
6. Level 7 employees who are directly related to customers raised an issue on low innovation and
ideas that they does not get promoted at upper level. The reason was that, level 7 employees does
a same job every day like shelving, product placement and dealing customers. However,
management has decided to promote a new internal promotion culture. From every department
two employees based on their ability will be judge. In case of any key position in the department,
management gives them an opportunity to prove themselves within 6 month and then fix their
position with fixed salary of that position. Moreover, employees at low level get a chance to work
hard.
7. Employees at Metro Pakistan demanded for a shopping discount as well. Management took
initiative by giving them 8 percent shopping discount, which means if an employee has done
shopping of 40000 than 8 percent will directly transferred to their account. Last year it was 5
percent.
8. 15 annual leaves.
9. 10 casual leaves.
10. 8 sick leaves.
11. Special sick leaves for 3 month.
12. Every year Hajj, if female get a chance then Metro Pakistan also allows one family member.
This is how Metro Pakistan has effectively worked on their employee’s job satisfaction and job
engagement because Metro knows the value of their employees and they always try to encourage
them by providing benefits so that employees can work hard and play an important part within the
company, which may increase their customer’s satisfaction and earnings.