Summary of Staff Survey Comments
The following comments have been collated from the Staff Surveys received from a selection of B&B online™ staff.
“The energetic atmosphere.”
“That I’m empowered to deliver quality service to my customer”
“The people I work with”
“That we offer a quality product and service to our customers.”
“Building relationships with customers and the Bed and Breakfast operators.”
“My team.”
“That I contribute to the overall success of my team and B&B online™.”
“That I’m seen as a valuable member of the team making an important contribution to the business.”
2. What do you dislike about working for B&B online™?
“Worrying about call times, sales targets and quality monitoring.”
“The pressure of call queues.”
“Trying to find a balance between delivering quality customer service and achieving set call times.”
“Being understaffed.”
“Not being able to go to the bathroom or have a break without notifying everyone and having it recorded!”
“The lack of communication.”
“Not knowing who to escalate problems to.”
“Not having my own workstation.”
3. What changes would you like to see happen at B&B online™?
“I’d like to be given a break every hour to get away from the constant pressure of working the queue and serving customers.”
“We should be recognised for the level of service we deliver as well as how many customers we serve and how many products we sell!”
“Some recognition for the things I achieve.”
“Introduce recycling to the organisation – minimise the use of paper as much as possible.”
“More training activities to refresh our skills and our attitudes.”
4. How can B&B online™ improve your working conditions?
“Listen to us and what we think. Too many people leave, we should be trying to keep the knowledge and experience here rather than letting our good people go elsewhere.”
“Develop the existing staff rather than recruiting the skills externally.”
“Involve us in the decision making process. We know what we do better than Management so why doesn’t anyone ask us?”
The following comments were collated from the Staff Exit Surveys received over the last six months.
“Taking call after call with the pressures of call times and sales targets can be really draining. I don’t think I’m suited to this environment.”
“The pay is better at the job I’m going to.”
“Time for a change.”
“My Team Leader gave me a bad performance appraisal. No one told me that I wasn’t performing and then all of a sudden my performance isn’t satisfactory. I’ve never had any trouble with any other Team Leaders so I think this was personal and I don’t think I had a chance. So it’s easier to leave.”
“I had an offer I couldn’t refuse.”
“My partner is being transferred interstate so we’re moving to a new city.”
I’m ready for the challenge of a Team Leader role, but there aren’t any positions available so I have to go elsewhere.”