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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.

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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. The training I receive reinforces customer focus
  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.
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. The safety inspector adequately identifies the problems that have occurred or are likely to occur.
  1. The manager clearly communicates the action plan to all employees, including team members, management, and other affected parties.
  1. The supervisor keeps a positive outlook and perseveres through difficult challenges.
  1. The team leader weighs the pros and cons of proposed solutions.
  1. My manager solves problems that have difficult or conflicting constraints.
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. Our department makes plans for freight processing during non-operating hours
  1. I can anticipate potential challenges and develop a plan to achieve success
  1. Managers involve relevant coworkers in the development of the plan
  1. My supervisor is good at planning for contingencies
  1. The division leader develops plans to ensure the smooth operation of the supply chain
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 have the proper authority and security privileges to carry out my job.
  1. I enjoy working at the Company
  1. My co-workers and I share common interests
  1. I receive specific and thoughtful praise from my manager during one-on-one conversations.
  1. I like my job
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. The training department demonstrates the ability to modify training methods and materials to suit visual, auditory, and kinesthetic learners, thereby enhancing overall comprehension and engagement.
  1. Our department creates innovative solutions to unforeseen problems.
  1. The team leader allows for flexibility in the agenda for the team meeting.
  1. My manager is willing to change ideas or perceptions based on new information.
  1. The project lead adapts processes and procedures in response to changes in the work environment.
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 department takes charge when there is a crisis.
  1. Our department acts quickly when an opportunity becomes available.
  1. My manager volunteers for challenging assignments others avoid, especially when outcomes are uncertain.
  1. Coworkers are inclined to initiate action rather than react to incidents.
  1. My manager introduces changes that reduce operational costs or increase revenue.
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. This organization actively contributes to the community.
  1. The Company is a good employer to work for.
  1. I feel like I am able to help my department.
  1. This is the best place I have ever worked.
  1. I feel this is a good place to work.
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. IT staff are knowledgeable about the software and equipment we use.
  1. Information Technology responds to my questions and inquiries in a timely manner.
  1. IT Department staff usually have the answers when I need help.
  1. If I have an IT problem, I know who to contact.
  1. I receive adequate support from the IT Department.
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. I am clear on who my key customers are and the service I need to provide them
  1. Leadership exercises good judgment in setting the structure for the organization
  1. After the reorganization I feel more confident in the decisions being made by management.
  1. I know who I report to and what they expect of me
  1. I know where to go to if I have concerns about these changes.
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. I can manage information and technical resources to achieve objectives
  1. My Supervisor is effective in maximizing the potential of others
  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
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: