Communication Satisfaction Surveys

The Communication Satisfaction Questionnaire, developed by Downs and Hazen (1977), is a primary investigative tools used in communication assessments. Employees were asked about their satisfaction level with various aspects of communication within the organization. This is a summary of employee responses collected from the 26 companies represented in the databank. The results are presented in three sections.

  • Table 1 presents a rank-order of the communication satisfaction items in descending order of satisfaction. All means are computed on a “0 – 10” point satisfaction scale, with “0” representing no satisfaction, “5” representing average satisfaction, and “10” representing high satisfaction.
  • Table 2 presents employees’ reactions to factors that impact their level of job performance. A “0 – 10” point scale was used, with “0” representing that the item had no influence on performance, “5” indicating average influence, and “10” indicating high influence.
  • Table 3 presents the demographics of the sample.

Table 1: Rank of Employee Satisfaction Levels

Rank Mean Standard deviation Survey item
1 7.45 2.44 Supervisor trusts me.
2 7.14 2.34 Supervision given me is about right.
3 7.07 2.17 Work group is compatible
4* 6.88 2.04 My employees are responsive to downward directive communication.
5* 6.81 2.04 Subordinates are receptive to evaluation, suggestions, and criticism.
6 6.79 2.02 Satisfaction with my job.
7 6.69 2.29 Supervisor is open to ideas.
8* 6.64 2.12 Subordinates feel responsible for initiating upward communication.
9* 6.53 2.06 Subordinates anticipate my needs for information.
10 6.48 2.66 Information about employee benefits and pay.
11 6.39 2.52 The extent of grapevine activity in our organization.
12 6.38 2.29 Horizontal communication with other employees is accurate and free flowing.
13 6.34 2.50 Information about the requirements of my job.
14 6.34 2.33 Written directives and reports are clear and concise.
15 6.23 2.83 Supervisor listens and pays attention to me.
16 6.14 2.68 Supervisor offers guidance for solving job-related problems.
17 6.13 2.28 Communication practices are adaptable to emergencies.
18* 6.12 2.23 Supervisors do not have communication overload.
19 6.00 2.56 Information needed to do my job is received on time.
20 5.87 2.19 Informal communication is active and accurate.
21 5.73 2.71 Information about company policies and goals.
22 5.66 2.50 The attitudes toward communication in the company are basically healthy.
23 5.62 2.73 Information about departmental policies and goals.
24 5.59 2.58 Meetings are well organized, clear and concise.
25 5.56 3.25 Information on company profits and company standing.
26 5.51 2.46 Personnel news.
27 5.38 2.56 Company publications are interesting and helpful.
28 5.34 2.31 The amount of communication in the company is about right.
29 5.30 2.38 People in my organization have great abilities as communicators.
30 5.27 2.86 Information about accomplishments or failures of the company.
31 5.26 2.58 Conflicts are handled appropriately through proper communication channels.
32 5.19 2.60 The company’s communication makes me identify with it or feel like a vital part of it.
33 5.18 2.60 Information about my progress in my job.
34 5.02 2.63 Information about changes within organization.
35 4.99 2.47 Company communication motivates and stimulates enthusiasm for meeting its goals.
36 4.86 2.51 Supervisor knows and understands the problems faced by subordinates.
37 4.86 2.80 Recognition of my efforts.
38 4.56 2.71 Information about how I am being judged.
39 4.53 2.60 Reports on how problems in my job are being handled.
40 4.50 2.81 Information about government action affecting my company.
41 4.44 2.57 Information about how my job compares with others.

Note: * Designates that only those in supervisory position answered the questions.
N = 2,101
*N = 547

Table 2: Factors Influencing Level of Job Performance

Rank Mean Standard deviation 

 Survey item
1 8.77 1.67 Feelings of personal achievement
2 8.72 1.72 Job satisfaction
3 8.68 2.14 Job security
4 7.73 2.09 Pay
5 7.70 2.81 Family
6 7.63 2.21 Immediate supervisor
7 7.56 2.59 Opportunities for advancement
8 7.18 2.13 Co-workers
9 5.91 2.71 Economic conditions

Table 3:  Database Demographics

Gender (a) Males:  49.9% 

(b) Females:  50.1%
Age (a) under 21:  3.2% 

(b) 21-29:  38.9%

(c) 30-39:  31%

(d) 40-49: 15.7%

(e) 50-59: 8.9%

(f) over 60: 2.2%
Education (a) high school or less:  44.5% 

(b) some college:  22.7%

(c) specialized professional degree:  10.7%

(d) undergraduate college degree:  20.7%

(e) graduate degree:  2.0%
Length of time worked for the organization (a) less than a year:  18.2% 

(b) 1-4 years:  33.9%

(c) 5-8 years:  20.5%

(d) over 9 years: 26.8%

Downs, C., & Hazen, M.D.  1977.  A factor analytic study of communication satisfaction.  Journal of Business Communication, 14(3):63-73.