Shareholders' Letter

Employee satisfaction
In May 2010 Swisscom conducted an extensive survey to gauge the mood among Swisscom staff.
Around three quarters of the workforce participated. This high response coupled with the clear
findings are an incentive for the future. Swisscom fosters high levels of job satisfaction and aboveaverage
staff commitment. However, it is also important to ensure that employees understand
why financial resources are used in a particular way and to demonstrate the rationale behind largescale
investments in the future and the associated outlooks. This special task must be accorded
even greater attention by management at all levels.
The main findings
> Commitment to Swisscom continues to be above average and at 86 out of a possible 100 points
is gratifyingly high.
> Job satisfaction remains high (71 out of 100) but has declined slightly compared to earlier surveys.
> Employees also rated the enjoyment factor, job content, pay and team spirit as good,
> While topics such as cost orientation, professional development, open communication and customer
focus attracted more criticism.
The Group Executive Board has agreed on the following measures:
> In its decision-making processes, the Group Executive Board will pay closer heed to achieving
a balance between customer satisfaction, employee satisfaction and cost orientation, examine
the related challenges and address them more vigorously through organisational measures,
taking particular account of critical feedback on cost orientation within the Group.
> Creating personal and corporate perspectives calls for initiatives at all levels. Employees should
discuss their personal views and perspectives with their line managers during the performance
dialogue.
> Divisional management has been assigned concrete tasks: to concentrate its efforts on
strengthening management in an exceptionally dynamic environment, and to promote trust
and self-confidence throughout the organisation.
Feedback culture
Information and communication foster motivation and create transparency. At Swisscom, the principle
of reciprocity applies to both management and employees. Actively gathering information
and actively informing are part of Swisscom’s communication culture.
Health and safety in the workplace
Healthy, satisfied employees are a top priority at Swisscom. With this in mind, Swisscom makes
targeted investments in strategies, initiatives and programmes for Occupational Health Management
(OHM). These measures are firmly entrenched with the support of the Board of Directors,
Group Executive Board and line managers.
In 2008 Swisscom drew up an OHM strategy, defining methods, financial resources, roles, responsibilities
and processes, and in 2009 introduced the OHM system across the Group. OHM officers
held 1,800 courses on presence management for management staff and provided instruction and
training for the operational OHM units (Case Management, Human Resources Consultants, Counselling).
Rehabilitation was the first area to benefit from the OHM in 2010, with 1,100 successful
rehabilitation interviews held and roughly 11,000 fewer days of absence than in 2009. This corresponds
to a reduction in the absence rate from 3.26% in 2009 to 3.00% in 2010. The system is also
bearing fruit in other divisions: on the initiative of the OHM and with scientific support from vivit
Ltd, staff restaurants extended their menus. Swisscom leads the national reintegration project
ConCerto (employers, social insurance agencies, disability agency conference/Federal Office of
Social Security) and works with key integration partners to create trainee positions and internships
Management Commentary 38 | 39
Employees