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新冠疫情期外企客户需求调研报告

上海外服 · 2020-02-14 08:55:11

主要围绕客户复工情况、当前困难、最关心关切的政策信息以及最希望向相关政府部门寻求的支持等问题向客户进行了调研。

新冠肺炎疫情牵动着举国上下的心,各行各业不可避免地受到重大影响,人力资源工作也面临严峻挑战。上海外服作为国内领先的人力资源服务商,在疫情防控期间,积极利用自身优势,主动对接客户需求,了解客户困难,回应客户期望,进行了新冠疫情期上海外服外企客户需求调研,现已形成调研报告。

调研样本客户总数超过200家,涉及约40万员工。

行业涵盖餐饮、零售、制造、贸易、医药、咨询、物流、互联网、金融、文旅等行业。

问题围绕客户复工情况、当前困难、最关心关切的政策信息以及最希望向相关政府部门寻求的支持等。

春日已至,上海外服与您携手,共克时艰,耕耘未来。  

调研目的

Survey objective

在当前疫情进入到攻坚阶段的关键形势下,为更好地贯彻落实好中央及地方政府部门有关政策决策,更切实地履行好国企的社会责任,更有效地做好企业与政府部门间的沟通桥梁工作,帮助企业共渡难关,上海外服积极利用好自身客户资源优势,主动对接客户需求,了解客户困难,回应客户期望,主要围绕客户复工情况、当前困难、最关心关切的政策信息以及最希望向相关政府部门寻求的支持等问题于近期向客户进行了如下调研。

At the critical moment when the current Coronavirus epidemic enters the most serious stage, in order to better implement the relevant policies and decisions of the central and local government departments, more effectively fulfill the social responsibilities of state-owned enterprises, more effectively bridging the communication between enterprises and government departments, and to help enterprises overcome difficulties, Shanghai Foreign Service Group actively makes use of its strength in terms of customer resources, and actively meets customer needs, in order to understand the difficulties faced by customers and to meet their expectations. The following research has been conducted mainly regarding customers' resumption of work, current challenges, the most concerning policy information and the most needed support from relevant government departments.

调研样本

Survey sample size

本次调研样本客户总数超过200家,涉及约40万员工。从客户行业来看,涵盖餐饮、零售、制造、贸易、医药、咨询、物流、互联网、金融、文旅等行业;在客户人数规模上,本次调研主体以数百人至上万人的大中型客户为主,同时兼顾部分小微企业。现就有关情况做如下汇总:

The total number of customers participating to this survey is more than 200; in turn, these organizations have about 400,000 employees. As far as industries as concerned, the survey covers Food & Beverage, retail, manufacturing, trade, pharmaceutical, consulting, logistics, Internet, finance and tourism among others; as far as the scale of customer enterprises is concerned, the majority of respondents are large and medium-sized enterprises with hundreds to tens of thousands of employees; the survey also takes into account some small and micro enterprises. The relevant information is summarized as follows:

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 客户企业复工情况

Resumption of work

在调研中,我们发现已经有接近80%的客户企业已于2月10日复工,另有超过10%的客户企业表示会按照各地政府规定复工。鉴于目前较多省市已确定在2月10日复工,因此该时间点企业的复工潮如期而至。此外,有约5%以上的客户企业表示将于2月17日复工或尚未确定复工日期,其中尤以互联网行业、电子通信行业、大型零售行业、餐饮文旅行业为主。另有约5%的企业已经在2月3日复工,其中多以金融、医疗医药行业为主。

In the survey, we found that nearly 80% of the customer enterprises had resumed work on February 10, and more than 10% of customer enterprises said they would resume work in accordance with local government regulations. At present, many provinces and cities have decided to return to work on February 10, so this is the major trend in terms of resumption of work. In addition, about 5% of customers said they would return to work on February 17, mostly those in the Internet, telecommunication, large-scale retail and tourism industry. Another 5% of the enterprises have already resumed working on February 3, largely those in the finance, medical and pharmaceutical industries.

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从员工复工后返岗比例来看,各企业间的差异比较明显,但各行业间的区分并不明显。多数企业均要求员工尽量返岗工作(包括居家工作),目前员工返岗工作比例能达到8成及以上的企业占到了近60%;有超过15%的企业员工返岗工作的比例在5到8成之间,还有不到5%的企业复工后员工返岗比例未超过半数。此外,还有超过20%的企业尚未完全统计好员工的返岗情况。

In terms of the proportion of employees returning to work, the differences among enterprises are obvious, but the differences among industries are not. Most enterprises require employees to do their best to return to work (including adopting work-from-home solutions). At present, nearly 60% of the enterprises have had 80% or more of their employees returning to work; over 15% of the enterprises have resumed working with between 50 and 80% of the total employees, and less than 5% of the enterprises have returned to work with less than half of the employees. Finally, over 20% of enterprises have not confirmed the statistics related to resumption of work.

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我们发现,客户企业积极地响应了政府的号召,针对复工潮采取了一系列措施以应对疫情,有65%以上的客户明确表示已实施了居家办公、错时错峰上下班、灵活复工等举措,其中尤以互联网、电子通信、医疗医药、餐饮、贸易物流等行业为主,我们判断这些行业中有部分是采取线上办公方式影响较小,还有一部分是受疫情影响较大的行业。同时有约20%的企业暂未实施相关措施,行业多以制造、零售、汽车为主,可以发现多数是因行业特性较难采取居家办公等方式。

The survey showed that customer enterprises actively responded to the call-to-action of the government and took a series of measures to deal with the epidemic: more than 65% of customers have made it clear that they have implemented or plan to implement measures such as work-from-home solutions and special working hours, which can be considered to be a good response to the call-to-action of the municipal government. Among them, enterprises in the Internet, telecommunication, medical, pharmaceutical, food & beverage, trade and logistics industries. We believe that some of these industries are less affected by the adoption of work-from-home solutions, while some other industries are more affected by the epidemic. At the same time, about 20% of the enterprises haven't implemented relevant measures yet. These are mainly in the manufacturing, retail and automotive industries. It emerged that most of them find it difficult to adopt work-from-home solutions due to the characteristics of the industry.

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客户企业当前困难

Current challenges of customer enterprises

几乎所有企业都表示受到疫情的影响,企业面临了较大的困难。困难点主要集中在企业日常的生产经营、企业防疫物资筹措、员工防疫需求等。

在企业日常运营方面,从行业细分来看,文旅行业、餐饮业、零售业、消费品行业面临门店关闭、顾客及销量骤减、库存积压等问题;从制造类企业来看,大部分客户企业表示因工人返岗隔离等问题,导致影响到了正常生产,很多项目无法按时交付;对医疗医药类行业的影响不一而同,部分企业的员工已返岗投入艰苦的一线抗“疫”工作,企业超负荷运作,部分企业因销售渠道关闭或减少等影响后续订单;从贸易物流行业来看,多表示出口受到限制、贸易及订单量减少等问题。

Almost all enterprises said that they were affected by the epidemic and faced considerable challenges. The difficulties were mostly related to daily production and operations, epidemic prevention equipment purchasing and the epidemic prevention needs of employees.

As far as operations are concerned, from the perspective of industry segmentation, the tourism industry, food & beverage industry, retail industry and consumer goods industry are faced with problems such as store closure, sudden decrease of customers and sales volume and inventory backlog; in the manufacturing industry, most of the customer enterprises say that due to problems such as workers' delayed return to work and quarantine, normal production is affected and many projects cannot be delivered on time. For the medical and pharmaceutical industries, the impact is different: some employees of enterprises have returned to work to fight the epidemic, enterprises are overloaded, and some enterprises reported that the follow-up orders were affected by the closure or reduction of sales channels. From the perspective of trade and logistics industry, the survey mostly indicates that exporting activity is limited, trade and order quantity are reduced.

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客户企业采取的防疫措施

Epidemic prevention measures taken by customer enterprises

虽然面临各种困难,但绝大多数公司都非常负责任地制定了一系列的防疫举措,包括成立防疫领导应急小组、建立健康监测制度、严格消毒办公环境、提供员工防护用品、采取居家办公及灵活方式复工等。与此同时,尽管采取了各种措施,仍有不少公司反馈相关防护物资采购困难,员工担心复工后在上下班出行以及办公室受到交叉感染。

Although facing various challenges, most companies have formulated a series of epidemic prevention measures in a very responsible way, including the establishment of an epidemic prevention emergency response team, a health monitoring system, strict disinfection procedures of the office environment, the provision of protective equipment to staff, work-from-home solutions and flexible ways to resume working. At the same time, despite various measures taken, many companies still report that it is difficult to purchase relevant protective materials. Employees are worried about going to and leaving their workplace as well as being infected in the office after returning to work.

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客户企业希望得到的政策支持

Desired policy support from government

从调研中我们了解到,绝大多数客户企业因生产经营受到较大影响,迫切期盼相关政策支持,尤其集中于税收减免、社保费率降低、融资支持、产能扩大、各类款项延时缴付、社保公积金个税推迟缴纳时间节点、科学防控疫情的健康指导等方面。此外,客户企业大多表示复工后会积极保障好员工安全,因此迫切急需采购相关包括口罩、消毒水等在内的防疫防护物资。

Based on the survey results, we know that production and operations of most of our customer enterprises are greatly affected, and that our customers are eager to receive relevant policy support, especially in relation to tax reliefs, social security rate reductions, financing support, capacity expansion, delayed payments, delayed payment of individual tax and social security, and health guidance for scientific prevention and control of the epidemic. In addition, most of the customer enterprises said that they would actively ensure the safety of their employees after they resume working, so they urgently needed to purchase relevant anti-epidemic protection materials, including masks and disinfectants.  

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客户企业关注的政策信息

Key policy information for customer enterprises

同时,客户企业支持政府部门为防护疫情所颁布的政策,但希望能进一步指导明确口径。如各地复工时间、隔离时间及疫区范围;在延迟复工期间、隔离期间、居家办公期间等的工资支付规则;稳岗补贴发放、线上培训补贴等政策细则;员工关系处理及劳动争议的指导意见等。

At the same time, customer enterprises support the policies issued by the government departments for prevention of the epidemic, but hope for further guidance and clarification on the details. For example, work resumption time, quarantine periods and areas affected by the epidemic; regulations concerning the payment of wages in the case of delayed work resumption, quarantine period, work-from-home period; policy details such as payment of stable post subsidy, online training subsidy; guidance on dealing with company operations after employees are infected.

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我们非常欣喜地看到近期相关政府部门已频繁出台了一系列面向企业的支持和扶持政策,在企业界受到了普遍的良好反响。后续上海外服也会持续追踪关注相关政策细则及实施条例等,并为我们的客户提供及时专业的解读。

We are very pleased to see that relevant government departments have frequently issued a series policies in support of enterprises, which have received positively by the business community. In the future, Shanghai Foreign Service Group will continue to follow up and pay attention to the relevant policy details and implementation regulations, and to provide our customers with timely and professional interpretation of such policies.

在调研中,我们深刻感受到客户方在此一特殊时期下与我们共克时艰的决心和信心,同时我们也进一步了解到了客户对疫情期间全国各地人力资源相关政策更新解读的渴求以及对政府提供企业各项优惠扶持政策的期盼。上海外服将一如既往地展现我们的专业与负责,做好企业与政府部门间的沟通桥梁,后续我们将持续追踪关注各项动态的政策信息,同时主要针对中小微客户再行调研,分享我们的见解,尽最大的努力为我们的客户提供全方位、全天候的服务。

During our research, we deeply felt the determination and confidence of our clients to overcome the difficulties together with us at this critical time. At the same time, we also further understood the clients' desire for the renewal and interpretation of human resources-related policies throughout the country during the epidemic and their expectation for the government to provide preferential support policies for enterprises. Shanghai Foreign Service Group will continue to show professionalism and responsibility, and to bridge the communication between enterprises and government departments. In the follow-up to the survey, we will continue to track and pay attention to various adjusting policy information. At the same time, we will conduct further research on micro, small and medium-sized enterprises, share our expertise, and provide our customers with all-round and all-weather services.

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