Employee Satisfaction (ESAT)

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Employee Satisfaction (ESAT)

Definition

Employee Satisfaction (ESAT) is a description phrase that is used to reflect employees’ self-reported contentment about the business in which they work, in addition to the extent that their wants and needs are perceived to have been met by the organization. Employee Satisfaction is a major factor in motivation, goal achievement and morale at the workplace.

TaskUs quantifies ESAT as a reportable metric to interested parties through the use of employee surveys.

ESAT and CSAT are calculated using the same construction.

Construction: Generally measured on a five-point scale (with 1 being “very dissatisfied” and 5 representing “very satisfied). When reported on the individual level, a respondent’s individual 1-5 selection is the reported metric. When reported on the aggregate level, individual responses are summed and reported as a percentage of the total collected responses over the course of a predetermined time frame.