Employee satisfaction survey (MTO): what to ask and how to use the results?

An employee satisfaction survey (ESS), also known as an employee survey or staff survey, measures how employees experience their work, their team, and their employer. While a workplace survey focuses on the physical and ergonomic aspects of the workplace (desk, chair, screen, noise), an ESS addresses broader experiences: engagement, leadership, growth opportunities, and work-life balance. In this article, you’ll learn what an ESS entails, whether it is mandatory, which questions to ask, and how to use the results.

What is an employee satisfaction survey exactly?

An MTO is a structured survey (usually a digital questionnaire, sometimes supplemented with interviews) in which employees anonymously or confidentially indicate how satisfied they are with various aspects of their work. Think of workload, appreciation, communication, development opportunities, team atmosphere, and the physical work environment.

The difference with a workplace assessment is important to keep in mind: a workplace assessment is an occupational health and safety-focused, individual evaluation of the ergonomic setup of one workstation (desk, chair, screen setup), whereas an MTO (Employee Experience Survey) provides an organization-wide perspective on how employees experience their work and employer. Both assessments can complement each other, but they measure different aspects and therefore require a different approach. If you want to quickly and easily get an initial overview of well-being on the shop floor, the free well-being scan for the shop floor by Offyce is a great starting point.

Recent figures highlight why this topic is relevant: according to the National Survey on Working Conditions (NEA), the annual study by TNO and CBS among Dutch employees, approximately 79% of employees are (very) satisfied with their work, but the share reporting burnout symptoms has risen to about 20%, compared to 13% in 2015. Around 55% of employees say they feel passionate about their work. These figures show that general satisfaction and concrete signals such as workload and passion can diverge — exactly where an MTO at the organizational level aims to gain control.

Is an employee satisfaction survey mandatory?

No, an ESS is not legally mandatory. However, the Dutch Working Conditions Act (Arbo Act, Article 3) requires employers in general to implement policies aimed at the best possible working conditions, and the Risk Inventory and Evaluation (RI&E) must map psychosocial workload (such as workload and unwanted behavior). In practice, an ESS is one of the most commonly used tools to concretely address this mandatory insight into psychosocial workload, but the law does not prescribe a specific form or questionnaire.

How often do you conduct an MTO?

There is no fixed standard, but in practice, most organizations opt for an extensive measurement every one to two years, optionally supplemented with short, targeted “pulse surveys” (a few questions, repeated more frequently) in between. Measuring too infrequently results in outdated insights; measuring too often leads to survey fatigue and declining response rates. More important than frequency is follow-up: an MTO that never leads to visible action undermines trust in future research.

Is approval from the works council required?

This is a question that is often overlooked in practice. The Works Council Act (WOR, article 27) grants the works council a right of consent regarding, among other things, regulations concerning employee performance assessments, work consultations, and the processing of employees’ personal data. An MTO does not automatically fall under one of these categories, but it may do so once the results are linked to individual employee evaluations, or once individual-level data is collected and processed. Always present the setup of an MTO to the works council (or employee representation) in advance and, if necessary, involve an employment law attorney: this prevents disputes later on and also increases support for the research.

What questions do you ask in an MTO?

A well-designed ESS combines quantitative statements (e.g., on a scale of 1 to 5) with a few open-ended questions. Common themes include:

• Workload and work-life balance — "I can complete my work within regular working hours."
• Engagement and passion — "I feel connected to the organization."
• Leadership and communication — "My manager provides clear feedback."
• Development and growth — "I get enough opportunities to develop myself."
• Physical work environment — "My workspace (office or home) supports me in working effectively."
• Recognition and Reward — ‘I feel valued for my work.’
• One or two open-ended questions, such as "What would you change first about our organization?"

Keep the survey short enough to complete in 10 to 15 minutes: the longer the list, the lower the completion rate and the quality of answers to the later questions.

Anonymous or not?

Anonymity is often decisive for honest feedback, especially on sensitive topics such as leadership or workload. In small teams (rule of thumb: fewer than a handful or 5-8 respondents per subgroup), full anonymity is difficult to guarantee, as individual answers can then be traced back. Communicate this transparently in advance, and in such cases, report results only at a higher organizational level.

From results to action: what do you do with them?

The real work begins *after* the research. A practical approach:

1. Share the results widely and quickly — including the less positive outcomes. Nothing undermines trust faster than a survey where nothing is ever heard of again.
2. Choose 2 to 3 priorities instead of taking action on everything at once. Involve employees in determining the approach.
3. Make stakeholders and timelines concrete — who does what, and when will there be an update?
4. Measure again in the next assessment whether the actions taken have actually made a difference.

If the survey reveals, for example, that the physical work environment is a recurring issue (noise, lighting, ergonomics), a targeted impact scan is a logical next step to address it concretely.

What does an employee satisfaction survey cost?

Costs vary widely: from a simple, self-administered survey (nearly free, using a standard survey tool) to an extensive, externally supported study with benchmarking and reporting, where costs increase with the size of the organization and the extent of external support. If in doubt, request a customized quote from a provider and weigh this against what a good follow-up process (the actual action based on the results) may cost — that is often the bigger investment.

The role of the physical workspace in employee satisfaction

An MTO covers much more than just furniture, but the physical work environment almost always emerges as a key theme in research — issues like noise pollution, lack of quiet spaces, and uncomfortable workstations frequently score as pain points. Those who take the results of an MTO seriously would do well not to overlook the workplace itself: from a quiet spot to relax in the relaxation area to the broader services of Offyce for a healthy, pleasant work environment.

Frequently asked questions

What is the difference between an employee satisfaction survey and a workplace survey?
An employee satisfaction survey measures the overall experience of work and employer (engagement, leadership, workload), while a workplace survey is a targeted, ergonomic assessment of the physical setup of an individual workstation.

Is an employee satisfaction survey mandatory?
No, not as a specific instrument. However, the Working Conditions Act (Arbowet) does require employers to assess psychosocial work-related stress through a Risk Inventory and Evaluation (RI&E), for which an MTO is a commonly used tool.

Is an employee satisfaction survey mandatory with the works council?
This depends on the setup. As soon as the survey is linked to the evaluation of individual employees or the processing of personal data, Article 27 of the Dutch Works Councils Act (WOR) may apply. Therefore, present the setup to the works council in advance.

How often should you conduct an MTO?
There is no fixed standard; many organizations choose an extensive measurement every one to two years, optionally supplemented with shorter pulse surveys in between.

What questions belong in a good ESS?
A mix of statements about workload, engagement, leadership, development, appreciation, and the physical work environment, supplemented with one or two open-ended questions.

Sources

• TNO / CBS, National Survey Working Conditions (NSWC) — statistics on job satisfaction, engagement, and burnout complaints: https://monitorarbeid.tno.nl/publicaties/nationale-enquete-arbeidsomstandigheden-2025-factsheet/
• Dutch Works Councils Act (WOR), Article 27 — approval rights of the works council.
• Dutch Working Conditions Act (Arbowet), article 3 — general duty of care by the employer and obligation to conduct a risk inventory and evaluation (RI&E).

Last updated on 24 October 2026 by Stijn Belmans