hr-survey.com

Customer Service - Employee Opinion Survey Sample #1


Survey 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)
Dear Employee:


Welcome to the Employee Satisfaction Survey. We are on a journey to create a workplace that encourages success! A critical component of creating this culture is building a business you recognize as being a great place to work and one that provides you with challenge and recognition. We want to build a thriving and successful business that provides motivation and satisfaction. In order to do so we need to assess how we are doing and understand your thoughts, views and feelings.

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.

The survey is web-based, quick and simple to complete which allows fast reporting and analysis. To ensure your anonymity, the survey is being hosted by an external organization. You will not be required to identify yourself. We want to be very clear that we will not be able to attribute this data to any specific individual and it is not our intention to do so.

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 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 and . 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



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.


Customer Service

Strongly
Disagree
1
2 Neutral
3
4 Strongly
Agree
5
Not
Applicable
  1. Service is responsive and meets the needs of customers
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. The corporate culture emphasizes customer service
  1. My supervisor is focused on improving customer service.
  1. Our team’s current activities reflect a strong focus on the customer
If 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. Leaders identify problems, collect information from various sources, and synthesize that information into effective solutions
  1. My team works to simplify problems to make them more manageable
  1. My Department anticipates and resolves problems
  1. In my job I focus on problem solving instead of fault finding
  1. We work together to solve problems
If 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. Assessment is part of the planning process to identify organizational weaknesses and develop solutions
  1. The Company has an excellent workforce planning strategy to meet future needs
  1. Leadership assesses the Company human resources to promote and improve employee development opportunities
  1. Leadership gathers data from a variety of sources for use in strategic planning
  1. Resources are organized and coordinated effectively
If 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. Considering everything, I am satisfied at this Company
  1. I feel satisfied at the Company
  1. My job is rewarding
  1. I am proud to tell others I work for the Company
  1. I enjoy working at the Company
If 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. The hiring procedures are flexible to handle unique situations and needs
  1. Employees are willing to move to other positions within the Company
  1. The Leadership is willing to change to meet new objectives
  1. I would be willing to work in a different location if needed
  1. My Department is able to adapt quickly to new processes and procedures
If 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. I feel encouraged to come up with new and better ways of doing things
  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 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. This is the best place I have ever worked.
  1. I am glad I chose to work at this Company.
  1. I feel like I am able to help my department.
  1. This organization actively contributes to the community.
  1. I feel like I contribute to the Company.
If 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. The IT Department keeps us informed of major changes to the software applications being used.
  1. Information Technology staff at this Company are easy to approach with a work related problem.
  1. The IT Department maintains good documentation on any changes or issues.
  1. IT Department responds quickly when equipment or software breaks down.
  1. The IT Department is effective in maintaining the equipment in my department.
If 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 significantly altered how I do my job
  1. I understand why the company recently underwent a reorganization.
  1. I know where to go to if I have concerns about these changes.
  1. I have received frequent and clear communication during this process.
  1. Leadership exercises good judgment in setting the structure for the organization
If 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 workplace is well maintained and safe
  1. I understand the budget process
  1. I have all the tools and equipment I need to do my job well
  1. My workplace is a physically comfortable place to work
  1. I understand the process of allocating fiscal resources
If 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,
    and then 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 ?







  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: