Amazon workers push back on Jeff Bezos’s employee satisfaction claim

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Amazon CEO Jeff Bezos lately mentioned warehouse workers like working for his firm a lot that “94% say they’d advocate Amazon to a pal as a spot to work.” However a few of his personal workers aren’t shopping for that statistic.
The 94 p.c quantity was gleaned from an worker survey program at Amazon known as Connections, which asks Amazon workers to reply a single query every day earlier than they’ll begin engaged on their firm laptop or their warehouse workstation. Bezos cited the stat in mid-April in his remaining letter to shareholders as Amazon’s CEO.
However in interviews with Recode over the previous two weeks, a half-dozen Amazon workers and managers, two of whom are accustomed to the internal workings of the Connections program, mentioned that many Amazon workers have widespread considerations in regards to the Connections program and the accuracy of its information and insights.
These workers instructed Recode that many Amazon workers don’t reply Connections questions actually as a result of they worry their responses should not really nameless, and so they worry retaliation if they offer adverse suggestions. Others instructed Recode that some managers, each in warehouses and in company workplaces, strain their workers to reply questions favorably. A warehouse supervisor and worker additionally mentioned employees usually simply select the highest reply to extra rapidly get on with their day.

Such skepticism is noteworthy not solely as a result of Amazon leans on Connections survey outcomes for public statements and bulletins, but additionally as a result of this system was developed by Amazon’s human sources division and informs how the nation’s second-largest private-sector employer evaluates worker job satisfaction.
Whereas Bezos defended the corporate’s remedy of front-line employees within the shareholder letter, which got here out shortly after a historic union vote failed at an Alabama warehouse, he additionally appeared to acknowledge critics when he wrote that Amazon wants “a greater imaginative and prescient for a way we create worth for workers” and that his new aim is for Amazon to be “Earth’s Greatest Employer and Earth’s Most secure Place to Work.” On Wednesday, LinkedIn named Amazon because the No. 1 office “to develop your profession.”
Amazon spokesperson Adam Sedo despatched Recode an announcement in regards to the Connections program that mentioned: “Changing into Earth’s Greatest Employer and Most secure Place to Work requires, amongst different issues, listening to suggestions from our workers as usually as we hearken to suggestions from our prospects. A method we do that’s by way of Connections, a query our workers reply confidentially daily. As an alternative of getting to attend for the outcomes of an annual worker survey, Amazon managers obtain entry to every day suggestions from their groups and use it to enhance the worker expertise repeatedly. This method helps managers take motion rapidly and tackle considerations instantly.”
In accordance with a number of sources, the survey program is a “pet challenge” of Amazon’s human sources chief Beth Galetti, a former high logistics govt at FedEx who first joined the tech large in 2013 as a vp of human sources. She now’s considered one of roughly two dozen executives at Amazon on Jeff Bezos’s unique senior management crew, or S crew, and considered one of solely 4 girls.
Connections questions can embrace all the things from asking an worker how they really feel about their supervisor to queries about workers restroom cleanliness. In accordance with a supply who labored on the Connections crew, this system was one of many first large-scale experiments of an organization finishing up a every day worker survey. However this worker mentioned that within the early days of this system, some colleagues felt that the every day cadence of questioning was a basic flaw that was much less efficient at precisely assessing an worker’s expertise than a quarterly or month-to-month survey would.
Sedo, the spokesperson, mentioned the corporate strongly disagrees with the concept that the every day cadence is a flaw. He added that Amazon asks a number of questions repeatedly over a time frame in order that developments are detectable. Managers can view combination information about their workers’s solutions on a weekly, month-to-month, quarterly, and annual foundation.
Both method, one of many greatest points with the survey program, in line with all six workers who spoke to Recode, is that there’s a frequent concern amongst Amazon’s worker base that their solutions won’t stay nameless.
“It’s a persistent concern that responses aren’t confidential/nameless,” says a present Amazon warehouse space supervisor, a job that sometimes entails managing dozens of front-line warehouse employees dealing with a selected job, reminiscent of selecting objects from cabinets, stowing them, or packing bins.
Sedo, the corporate spokesperson, mentioned that every one solutions are confidential and that workers can select to not reply a query.
Two sources mentioned that warehouse employees usually select the highest reply, which appears to regularly be essentially the most constructive selection, simply to get on with their day. Others, on small groups, worry that even when their identify is just not tied to their survey solutions, managers could possibly take an informed guess at who responded negatively primarily based on prior interactions and retaliate in opposition to them indirectly. Managers of groups of greater than 4 workers can view combination survey outcomes from their workers, however those that lead groups smaller than that may’t, the Amazon spokesperson mentioned.
“Relying on the dimensions of crew, folks used to have the ability to determine who mentioned what,” in line with a former Amazon worker accustomed to the internal workings of this system. “So after some time, some workers resolve, ‘I’m not going to be trustworthy.’”
Past all of this, a number of sources, each in company and warehouse settings, say they know of managers who coach workers on find out how to reply questions in an effort to get forward of survey outcomes which may not mirror properly on the supervisor. Sedo, the Amazon spokesperson, mentioned the corporate prohibits managers from telling their workers find out how to reply questions or asking them how they responded.
Regardless of these considerations, some sources mentioned Connections outcomes could be helpful if there’s, in actual fact, belief between a supervisor and their workers.
“My expertise with my crew within the FC was that it was fairly correct, however I additionally inspired my crew to be open and trustworthy so I may use the scores as supposed to deal with their boundaries and considerations,” says the Amazon warehouse space supervisor. “It does permit me to simply perceive what sorts of issues are making the crew sad and/or the place my alternative areas are as a supervisor.”
The supply mentioned the Connections web site additionally offers tips about find out how to tackle low worker scores.
However this identical supervisor mentioned there are “undoubtedly managers that may coach their groups find out how to reply as a result of it’s a efficiency metric that will probably be referenced throughout critiques.”
That truth, plus considerations about anonymity and retaliation, solid sufficient doubt over the accuracy of survey outcomes that they need to be considered skeptically, in line with all the sources who spoke to Recode, whether or not for inside use or in Jeff Bezos’s remaining annual letter to Amazon shareholders.

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