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Customer Service - Employee Opinion Survey Sample #4





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 [Company] Employee Survey. Our objective is to understand and express the values which will ensure [Company] is an exceptional place to work. We are asking you to take time to respond to this survey to help us identify where we are doing well and where we have opportunities to do better.

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.

Dimensions Included:
Customer Service, Professionalism, Decision Making, Problem Solving, Performance, Supervision, Work/Life, Corporate Culture, Diversity, Employee Assistance Program
Please be honest, constructive and thoughtful in your responses. The results of this survey will be used to help drive our future success. 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



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
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Customer Service

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. My Department is committed to customer service
  1. Service is responsive and meets the needs of customers
  1. My supervisor is focused on improving customer service.
  1. Our team’s current activities reflect a strong focus on the customer
  1. Managers are 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?

Professionalism

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Employees maintain an appropriate appearance
  1. Employees do not leave work early
  1. Tasks that are assigned get completed
  1. Customers receive professional service
  1. Employees treat each other with courtesy and respect
If [Participant Name] were to make improvements in Professionalism, 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?

Decision Making

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Managers train/coach others on how to make effective decisions.
  1. Our department tracks recurring tendencies and works to optimize them.
  1. Employees view the issues from multiple perspectives before making a decision.
  1. The Company has a well defined organization chart which shows who has responsibilities for certain decision areas
  1. I have the trust, confidence, and respect of my Manager
If [Participant Name] were to make improvements in Decision Making, 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
Disagree
Neutral
Agree
Strongly
Agree
  1. The team implements solutions and evaluates results.
  1. Managers engage employees in the decision-making process to ensure their support before introducing a solution to a major problem.
  1. My Department anticipates and resolves problems
  1. The supervisor keeps a positive outlook and perseveres through difficult challenges.
  1. The manager is effective in balancing the needs of different people in a solution to a problem.
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?

Performance

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. My Supervisor is able to manage time effectively
  1. Performance measures are evaluated on a quarterly basis
  1. My Department is able to meet its deadlines
  1. I am held accountable for achieving specific results
  1. I get a sense of personal accomplishment from my work
If [Participant Name] were to make improvements in Performance, 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?

Supervision

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Employees have the autonomy to perform the assigned tasks
  1. Managers provide detailed feedback to employees
  1. I feel that managers here exemplify professionalism at work
  1. Supervisors determine the training and development needs of employees and staff
  1. I feel supervisors are effective in resolving conflicts to mutual satisfaction of the parties
If [Participant Name] were to make improvements in Supervision, 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?

Work/Life

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. I can alter my work schedule to suit my needs.
  1. I do not feel pressured to cancel or reschedule time off
  1. I can telecommute to do my job
  1. The company is sensitive to a balance between my work life and my personal life.
  1. The Company offers me the flexibility I want in allowing me to work at home or change my hours, when required
If [Participant Name] were to make improvements in Work/Life, 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?

Corporate Culture

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Employees at the Company regularly share and exchange ideas
  1. Compensation and rewards are based on performance and contributions instead of favoritism or tenure.
  1. Leadership encourages a culture of emotional support, empathy, and care in daily interactions.
  1. Team members regularly check in on each other's well-being beyond work-related matters.
  1. Management at the Company is competent and ethical.
If [Participant Name] were to make improvements in Corporate Culture, 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?

Diversity

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Disabled workers are just as productive as abled workers
  1. Employees of all races have an equal opportunity for promotions.
  1. This company values the differences that exist between individuals
  1. My department respects individuals and values their differences
  1. I rarely hear language/communication at work that I consider offensive or discriminatory.
If [Participant Name] were to make improvements in Diversity, 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?

Employee Assistance Program

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. Employees are aware of the EAP.
  1. The EAP committee has taken adequate steps to ensure confidentiality of the participants.
  1. I am able to reach someone quickly when I have questions or need to use the service.
  1. EAP staff are available for consultation within a few days after initial request.
  1. The EAP is convenient for me.
If [Participant Name] were to make improvements in Employee Assistance Program, 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. On a scale of Excellent to Poor, how would you rate your overall employment with [Company] and why?






  2. Would you refer others who are seeking employment to [Company]?


    Please provide explanation:

  3. If you had an opportunity to make any change you wanted to make [Company] a better place to work, what one improvement would you make?

  4. What changes do you see [Company] making in order to raise the standards?

  5. I feel good about my continued employment with [Company].


    If no, please provide explanation:

  6. What do you like best about working for [Company]?

  7. What do you like least about working for [Company]? How could it be improved?

  8. Use the space below to enter any final comments you would like to be noted: