Customer Service - Employee Satisfaction Survey Sample #2





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 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.

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, Training, Global, Meetings, Performance Appraisal/Management, Vision, Employee Development, Management


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
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. The training I receive reinforces customer focus
  1. Our team’s current activities reflect a strong focus on the customer
  1. My supervisor is focused on improving customer service.
  1. The corporate culture emphasizes customer service
  1. Managers are focused on improving customer service
What are your suggestions for how we can improve Customer Service?


Training

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. The Company employs competent and skilled trainers
  1. Training is offered at times convenient to me
  1. I feel I am well prepared and have the tools to succeed in my role as an associate, supervisor, manager, or top leader.
  1. The training I receive is relevant to my job
  1. The Company supports efforts by employees to obtain training on new skills
What are your suggestions for how we can improve Training?


Global

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. The Company is effective in marketing and distributing its products globally
  1. Cultural differences are easily overcome
  1. My Supervisor understands the geo-political business environment
  1. Leadership identifies key issues affecting the Company at a global level
  1. The Company effectively recruits employees with a global perspective
What are your suggestions for how we can improve Global?


Meetings

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. Meetings start and end on time
  1. Meetings are a useful way for employees to work together
  1. I get important and useful information from meetings
  1. The Company should offer training on how to improve meeting effectiveness
  1. All employees are encouraged to share their input at meetings
What are your suggestions for how we can improve Meetings?


Performance Appraisal/Management

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. I trust the feedback I receive from my Supervisor
  1. The Performance Management process is effective.
  1. The Performance Appraisal system has specific standards
  1. I am clear about what is expected of me in my position as a result of the Performance Process
  1. My Supervisor is honest and fair in my performance review
What are your suggestions for how we can improve Performance Appraisal/Management?


Vision

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. My manager stays ahead of the curve and guides the team towards innovative solutions and strategic decisions
  1. Our leader is forward thinking and leads employees in new directions
  1. The department manager has created and executed a strategic vision that propels the department forward
  1. My manager develops action plans that successfully align our work with the goals of the organization
  1. I feel I am able to formulate and implement a vision for the future of the department
What are your suggestions for how we can improve Vision?


Employee Development

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. I have access to continuous training opportunities
  1. My manager helps me to become a better employee
  1. My Supervisor coaches me to help me develop professionally
  1. Senior managers mentor junior employees
  1. Job promotions are based on merit.
What are your suggestions for how we can improve Employee Development?


Management

Strongly
Disagree
1
2
Disagree
3
4
Agree
5
6
Strongly
Agree
7
  1. Managers encourage initiative
  1. I have enough resources and support to adequately manage my department.
  1. The managers involve us in decisions affecting our work
  1. Managers establish responsibility and accountability among employees
  1. Managers follow the grievance procedures
What are your suggestions for how we can improve Management?





  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: