hr-survey.com

Customer Service - Employee Attitude Survey Sample #5





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 Attitude 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.

Dimensions Included:
Customer Service, Business Focus, Communication, Innovation, Feedback/Guidance, Change, Leadership, Employee Assistance Program, Employee Relations
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
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Customer Service

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. My supervisor is focused on improving 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
  1. Our team’s current activities reflect a strong focus on the customer
  1. Managers are focused on improving customer service


Business Focus

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. The Leadership is effective in allocating financial resources
  1. The Company engages in various initiatives to focus on its business strategy
  1. The Company continues to grow and expand its services
  1. My Co-Workers understand their job roles and functions and how they contribute to the success of the company
  1. The Leadership understands the different business climates in which the Company operates


Communication

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. My manager does a good job of sharing information.
  1. My manager deals with difficult situations calmly and confidently
  1. Company communications keep me up-to-date.
  1. I am comfortable clarifying problems logically, simplifying complex matters into digestible parts
  1. The team leader keeps open and regular communication with team members.


Innovation

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Attending industry conferences helps expose me to innovations by other companies
  1. My manager supports our efforts to incorporate the latest technological advancements
  1. Employees in my department are encouraged to be innovative
  1. Employees are recognized for their innovative ideas
  1. My manager encourages innovative thinking in our department


Feedback/Guidance

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. I receive adequate feedback and guidance.
  1. I am given clear instructions and objectives.
  1. I actively seek feedback from colleagues and customers about my work.
  1. I receive mentoring and coaching from my superior.
  1. I do not feel micro-managed.


Change

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Management is able to implement a vision and mission
  1. The Company is pro-active in implementing changes to address challenges and opportunities
  1. My supervisor supports organizational changes.
  1. The Leadership keeps a focus on where the Company needs to go
  1. Managers are effective in addressing resistance to change


Leadership

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. I feel confident in the Company leadership
  1. The Leadership fosters organizational commitment, team spirit, and pride in working for the Company
  1. The Leadership promotes team morale and builds organizational commitment
  1. Leaders are open to feedback from multiple perspectives
  1. Leadership is able to implement ideas and suggestions.


Employee Assistance Program

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. I am satisfied with the confidentiality of information that I provide to the EAP practitioners.
  1. The EAP practitioners are professional, experienced, dedicated to their work.
  1. There is one-on-one counseling services provided by professionals.
  1. The services offered by the EAP help improve employee performance through reduced absences and tardiness.
  1. The EAP is convenient and its services are easy to access.


Employee Relations

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Human Resources helps me when I have a personnel problem.
  1. The Company holds quarterly and annual gatherings to keep everyone up-to-date
  1. Supervisors are willing to delegate responsibilities to employees
  1. The administrative policies are implemented fairly across the organization
  1. Labor and Management work together to achieve the Company vision



General Open Ended Questions


  1. What are the top three challenges you face in your job?
    1.
    2.
    3.


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

    If not, please explain:


  3. Are there any changes to an existing workflow, process or procedure you believe could improve your ability to perform your job more effectively or efficiently?

    If so, please describe:


  4. In your opinion, what are positive aspects of [Company]?



  5. What is the most important thing you would like to see [Company] do to improve as a place to work?



  6. On a scale of Excellent to Poor, how would you rate your overall employment experience
    with [Company] and why?






  7. Please enter any final comments you would like to share.

Demographics

Questions below are optional, however, providing this information
will help us make accurate conclusions for specific work groups.
None of this information will be used to identify individual respondents.
  1. Your department:








  2. Years of Service:





  3. Your location:




  4. Your shift: