hr-survey.com

Customer Service - Employee Opinion Survey Sample #1





Surveys Measuring Customer Service:
Example 1 (5-point scale; numbers; NA)
Example 2 (7-point scale; radio buttons)
Example 3 (4-point scale; radio buttons)
Example 4 (5-point scale; radio buttons)
Example 5 (5-point scale; words)
Example 6 (Pulse Survey)
Example 7 (5-point scale; item comments)
Example 8 (3-point scale; words; N/A)
Example 9 (4-point scale; numbers)
Example 10 (Comment boxes only)
Example 11 (Single rating per dimension)
Example 12 (Slide-bar scale)
Dear Employee:


Welcome to the Employee Opinion Survey. We recognize that our employees are our biggest asset and we are committed to continuing to ensure that the [Company] is considered a great place to work. We would like to hear from you as your opinions will help to guide our objectives.

We have developed this survey with questions tailored for our staff and business to provide you with an opportunity to anonymously rate many facets of the business. The survey will assess what you value most in your employment and allow you to make positive suggestions for improvement.

We encourage everyone to complete the survey. Please be honest, constructive and thoughtful in your input. The survey is designed to help us understand more about your thoughts and needs to make this a great company.

The results of this survey will be used to help drive our future success. We will report back to you about what you have said and what we plan to do about it. If you have any questions about the process please contact [Contact Person].

Please ensure that your submission is made between . The survey will only be available during these dates.

Thank you for your participation in the survey. We look forward to seeing the analysis of your responses and we are hoping for 100% participation.

Management Team

Dimensions Included:
Customer Service, Problem Solving, Planning, Job Satisfaction, Flexibility, Initiative, Pride/Loyalty, Information Technology/IT, Reorganization, Resources


Instructions:
Please complete the items below and press the submit button at the end of the survey. If you need multiple sessions to complete the survey, please click the "Submit" button at the end of each session to save your responses. Please feel free to skip any items that you do not wish to respond to. Keep in mind that your responses help us to become a better place to work. So, you are encouraged to respond to all items on the questionnaire.

Edit this Survey
Would you like to edit this survey? Click here to begin.


Customer Service

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. The training I receive reinforces customer focus
  1. Service is responsive and meets the needs of customers
  1. The corporate culture emphasizes customer service
  1. My supervisor is focused on improving customer service.
  1. My Department is committed to customer service
If [Participant Name] were to make improvements in Customer Service, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Problem Solving

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. Our department implements effective solutions to critical problems.
  1. My manager is effective in using data analytics to identify patterns and trends that may indicate emerging issues.
  1. Our department continuously monitors performance after implementing a solution to ensure it remains effective.
  1. My manager is good at bringing together individuals with different backgrounds, skills, and viewpoints, brainstorming harnesses a wide range of insights.
  1. My manager is flexible and willing to adjust their approach when new information or changes in the environment arise.
If [Participant Name] were to make improvements in Problem Solving, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Planning

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. I am effective in using logistics planning to reduce supply delays
  1. The project lead is good at determining what supplies/equipment will be needed for the job
  1. My manager is able to clearly articulate the plan for the department/district
  1. Our department sets objectives to be completed
  1. Leadership develops and implements contingency plans as needed
If [Participant Name] were to make improvements in Planning, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Job Satisfaction

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. I receive a lot of satisfaction from my job
  1. I am proud to tell others I work for the Company
  1. My job is rewarding
  1. I enjoy working at the Company
  1. I feel satisfied at the Company
If [Participant Name] were to make improvements in Job Satisfaction, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Flexibility

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. Coworkers can handle changes without complaining.
  1. The training coordinator creates personalized training schedules, offering various learning formats (like virtual and in-person sessions), and provides tailored training resources.
  1. Coworkers have the ability to cope with a variety of client needs.
  1. Our team learns from personal experiences and/or mistakes.
  1. My manager accommodates scheduling requests from employees.
If [Participant Name] were to make improvements in Flexibility, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Initiative

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. My supervisor encourages initiative.
  1. Leadership at the Company encourages initiative and risk taking
  1. The Company seeks to take advantage of opportunities
  1. My Supervisor capitalizes on opportunities to grow the business
  1. Senior Management at Company encourages initiative.
If [Participant Name] were to make improvements in Initiative, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Pride/Loyalty

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. I feel like I contribute to the Company.
  1. I feel like I am able to help my department.
  1. I am glad to be working in my department.
  1. The Company is a good employer to work for.
  1. I am glad I chose to work at this Company.
If [Participant Name] were to make improvements in Pride/Loyalty, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Information Technology/IT

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. Information Technology responds to my questions and inquiries in a timely manner.
  1. The IT Department is effective in maintaining the equipment in my department.
  1. The IT Department keeps us informed of major changes to the software applications being used.
  1. I receive adequate support from the IT Department.
  1. If I have an IT problem, I know who to contact.
If [Participant Name] were to make improvements in Information Technology/IT, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Reorganization

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. The reorganization has strengthened our position as a company.
  1. The reorganization was implemented smoothly
  1. Leadership exercises good judgment in setting the structure for the organization
  1. I know who I report to and what they expect of me
  1. I understand why the company recently underwent a reorganization.
If [Participant Name] were to make improvements in Reorganization, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Resources

Strongly
Disagree
1
2
Neutral
3
4
Strongly
Agree
5
Not
Applicable
  1. My Supervisor is effective in maximizing the potential of others
  1. I can manage information and technical resources to achieve objectives
  1. My workplace is well maintained and safe
  1. My workplace is a physically comfortable place to work
  1. I understand the budget process
If [Participant Name] were to make improvements in Resources, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?




  1. What changes would you like to see in your benefit plans? Please note that some of these may increase premium rates. Please check all that apply.
    Add a higher deductible plan ($1,000 - $2,500)
    Increase vision care
    Increase dental care
    Add wellness program (weight loss, nutrition, smoking cessation programs, etc.)
    Add a Medical Spending Account (MSA) (allows employees to enroll in a high deductible health plan,
    spacer and then [Company] and the employee contribute on a pre-tax basis to an account used for eligible medical expenses)


  2. What changes would you be willing to accept in order to help hold down premium increases? Please check all that apply.
    Higher annual deductibles (the amount you pay out-of-pocket before benefits begin)
    Higher office visit co pays (the dollar amount you pay for office visits)
    Higher prescription drug co pays (the dollar amount you pay for prescription drugs)
    More network restrictions (smaller group of doctors and specialists to choose from)
    No dental coverage
    Other, please specify


  3. How often would you like to participate in after hours company event?






  4. How would you rate your satisfaction with the communication between you and [Company]?







  5. What would you change about your current job or position?


  6. Please identify factors that would improve your job performance in the coming year.


  7. When your performance was discussed with you in the past,
    how often did you receive practical suggestions for improving your work?






  8. How would you rate your overall satisfaction with the company in the past year?






  9. Please give any comments or suggestions on how the company can be improved in the coming year: