Quickserve is a company offering rapid delivery services in India. It is headquartered in
Mumbai and is operational across 10 cities in the country. Quickserve has a total
employee headcount of over 1000, across various locations in India. Quickserve’s
customers order groceries, fresh fruits and vegetables, personal care products,
kitchenware and so on, using its smartphone application. Quickserve then secures the
products from its warehouses through its delivery executives. They claim to deliver the
products within 12-15 minutes from the time that the customer places the order. This
places the delivery executives in very stressful working conditions every day. There were
several cases of accidents reported in the previous quarter as the delivery executives
rushed to fulfil timely deliveries. Apart from this, the delivery executives work 12-14-hour
long shifts.
In the recent town hall, Quickserve declared to its employees that the company is going
through a financial crisis. There has been a growth of competing companies in the rapid
delivery service sector. This has given customers more choice and the customer traffic at
Quickserve has faced a 25% decrease from the previous quarter. This has led the company
to take on several cost-cutting measures to improve their value offerings. The leadership
announced that they will no longer be offering paid incentives to the employees based on
customer ratings. This incentive was a bonus reward that the delivery executives used to
receive above their monthly salaries. This has had an impact on the motivation of the
delivery executives who were already working in stressful situations with questionable
safety standards.
Thereafter, Quickserve has been facing a challenge in maintaining the efficiency of its
delivery executives and is experiencing several issues amongst the employees, such as
prolonged absenteeism, behavioural issues and so on. As a result, the company has started
receiving several customer complaint tickets about delays in deliveries. When the
customer tickets were analysed, it was found that for 65% of the deliveries, the service
time exceeded the 12-15-minute mark to over 25 minutes. It is crucial for the company to
prioritise this problem since the provision of rapid deliveries is the company’s core
business offering.
When these problems were brought to the leadership’s notice, the Chief Human Resource
Officer (CHRO) decided to conduct an Employee Satisfaction (ESAT) survey for the
organisation to understand what the HR department can do to solve efficiency problems.
Based on the problem context, answer the question below:
● Suppose you are a senior HR business partner (HRBP) in the HR department at
Quickserve. Design an ESAT survey to understand the employees’ concerns.
Additionally, explain the steps involved in the implementation of the ESAT survey in
Quickserve’s context.
