hr-survey.com

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. My Department is committed to customer service
  1. Our team’s current activities reflect a strong focus on the customer
  1. The corporate culture emphasizes customer service
  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. My Manager always acts with professionalism
  1. Employees treat each other with courtesy and respect
  1. Customers receive professional service
  1. Employees in my department take their work seriously
  1. Employees maintain an appropriate appearance
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. Senior Management discusses issues and ideas with employees before making major changes
  1. My supervisor seeks my opinions before making decisions that impact the team/department
  1. Employee opinions are valued
  1. As a team, we make decisions together
  1. I am involved in important decisions that affect me
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. Employees seek to acquire new information and knowledge before deciding on a course of action when problem solving
  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
  1. My team works to simplify problems to make them more manageable
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. Performance measures are evaluated on a quarterly basis
  1. My job enables me to make use of my skills and abilities
  1. The Company is able to maximize employee potential
  1. My annual review is effective in identifying specific goals for performance improvement.
  1. I am held accountable for achieving specific results
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. I receive feedback quickly if my performance is below expectations
  1. I do not feel micro-managed.
  1. I have a good relationship with my supervisor.
  1. I receive adequate supervision
  1. I am given clear instructions and objectives.
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 have input into my work schedule.
  1. I can alter my work schedule to suit my needs.
  1. My Supervisor would let me leave work early if I needed to.
  1. The Company offers me the flexibility I want in allowing me to work at home or change my hours, when required
  1. The Company helps employees find an ideal balance between work and life responsibilities
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. The Company new employee orientation includes information about our culture
  1. The Company is a good community neighbor
  1. The Company strives hard to provide a good environment for clients and staff.
  1. The organizational culture enhances employee commitment
  1. Employees are generally friendly and willing to help you if needed
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. Employees of all genders have an equal opportunity for promotions.
  1. This company values the differences that exist between individuals
  1. The organization respects who I am
  1. Disabled workers are just as productive as abled workers
  1. Company invests time and energy into building diverse, equitable, and inclusive teams.
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. Representatives from the EAP provide good documentation and guidance.
  1. EAP staff are available for consultation within a few days after initial request.
  1. The EAP used by the Company helps improve job performance.
  1. The EAP is convenient and its services are easy to access.
  1. The EAP process includes opportunities for me to provide feedback to help improve the process.
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: