Database

Communication Satisfaction Questionnaire Databank

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
Std. 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
Std. 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.