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.




Customer Service

Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
  1. My supervisor is focused on improving customer service.
  1. The corporate culture emphasizes customer service
  1. My Department is committed to customer service
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. The training I receive reinforces customer focus
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 do not leave work early
  1. My Manager always acts with professionalism
  1. Employees pay attention to the speaker in meetings
  1. Employees treat each other with courtesy and respect
  1. Customers receive professional service
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. My manager is firm in their decision making and not easily influenced by the whims of others.
  1. Senior leaders makes sound and timely decisions
  1. My department effectively chooses the appropriate courses of action
  1. My coworkers examine relevant factors needed to make a decision
  1. My manager makes good decisions regarding the limited budget
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. In my job I focus on problem solving instead of fault finding
  1. My team works to simplify problems to make them more manageable
  1. My Department anticipates and resolves problems
  1. We work together to solve problems
  1. Employees seek to acquire new information and knowledge before deciding on a course of action when problem solving
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. I get a sense of personal accomplishment from my work
  1. My job enables me to make use of my skills and abilities
  1. Performance measures are evaluated on a quarterly basis
  1. I am held accountable for achieving specific results
  1. My annual review is effective in identifying specific goals for performance improvement.
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. Supervisors complete assessments in a timely manner
  1. My supervisor considers diverse perspectives during the disciplinary process
  1. Team leaders use the team to its fullest capacity
  1. Managers have a high degree of multi-cultural competence to supervise individuals of various cultural backgrounds
  1. Supervisors resolve disputes in a way that quickly reaches mutual agreement
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. The Company offers me the flexibility I want in allowing me to work at home or change my hours, when required
  1. I rarely have to work through lunch breaks
  1. I have input into my work schedule.
  1. I can decline work assignments if I do not have the time for it
  1. I can telecommute to do my job
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. People enjoy working for the Company
  1. CompanyName has an image of a high quality company.
  1. Employees are generally friendly and willing to help you if needed
  1. The culture helps employees work together
  1. The Company culture promotes employees to stay within the organization.
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. I feel respected and valued by my teammates in terms of diversity, equity, and inclusion.
  1. Company invests time and energy into building diverse, equitable, and inclusive teams.
  1. My department respects individuals and values their differences
  1. I rarely hear language/communication at work that I consider offensive or discriminatory.
  1. Disabled workers are just as productive as abled workers
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. The EAP provides a wide array of services to meet my needs
  1. Representatives from the EAP provide followup/referral services.
  1. I am able to reach someone quickly when I have questions or need to use the service.
  1. The EAP is convenient for me
  1. Educational seminars and workshops provided through the EAP are benefitial to 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: