Associate Satisfaction

The Challenge

Central to any sustainable business and empowerment effort is how a company treats its own community of internal stakeholders: its associates/employees. Engaging across the service value chain makes good business sense:

“Employee happiness and empowerment increases productivity and longevity with a company, improves customer satisfaction and loyalty, and enhances business growth and revenue.”

Our Approach

Banyan Tree’s management approach extends beyond the service chain, to enhance wellbeing through diversity, satisfaction, health, safety, and welfare. Empowering associates via a sustainable workplace is the first step to external engagement and development of sustainable and resilient communities.

Associate satisfaction is measured biannually through a formal survey as part of our commitment to improve communication and to uphold responsibility to associate wellbeing. These surveys help understand associate perceptions of the work environment, determine what is being done well and what needs to be improved, and develop action plans to make Banyan Tree a better place to work.

The associate satisfaction survey comprises of 60 questions addressing communication, empowerment, leadership, rewards and benefits, team work, commitment, motivation, career development, fairness, performance management, and supervision. Action plans are developed for the five lowest satisfaction scores or any that fall below 80%.


Benefits for associates are governed by local law, with 84% of properties issuing service charge to associates (100% of properties outside of China), 94% providing maternity support and 75% paternity leave. Figures for staff returning after maternity leave were not available for the reporting period.

Our Goal

We strive to maintain above 85% satisfaction rates across our group, for both males and females, and for at least 100% completion rates of the survey by all our associates.

Our Progress

In 2020, due to the global pandemic and cessation of many operations, a wellbeing survey was completed by 6,467 associates (83%) for the first time in lieu of the annual associate satisfaction survey. The survey posed 64 questions, equally divided between eight pillars of wellbeing.

Survey results reveal the degree of awareness, frequency of practice and sustained state of wellness, which respondents can discuss with our Wellbeing Practitioners to explore solutions aligned with individual interests and needs. This wellbeing survey shall be conducted annually, with the associate satisfaction survey to resume biannually in 2021, with a KPI of 100% completion and 85% satisfaction.