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HR-Survey > Employee Opinion > Dimensions > Customer Service

Customer Service - Pulse Survey - Sample #6





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 Engagement 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 include:
Customer Service, Quality, Commitment, Leadership, Company, Global, Equality, Rewards/Recognition
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. The training I receive reinforces customer focus
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. The corporate culture emphasizes customer service
  1. My Department is committed to customer service
  1. My supervisor is focused on improving customer service.


Quality

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Methods are in place to identify production problems
  1. Management supports and encourages finding ways to improve the quality of work products.
  1. The people in my team are committed to doing quality work
  1. Management places importance on quality work.
  1. The Company's image is that of a high quality Employer.


Commitment

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. My team leader increases the commitment of employees to use their talents for the benefit of the organization.
  1. My manager strengthens dedication to common principles that support high-quality results.
  1. My manager acts with integrity and persistence to ensure the department's long-term success.
  1. I would recommend working at the Company to my friends.
  1. My supervisor anticipates potential distractions and proactively minimizes them to protect commitment to results.


Leadership

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. My manager uses feedback to modify duties, tasks, requirements, and goals when appropriate.
  1. Our manager articulates expectations.
  1. My manager holds core team members and DMs accountable to commitments made.
  1. The manager leads the team to achieve consensus, solve problems, and accomplish tasks.
  1. Managers provide positive reinforcement and honest feedback to subordinates.


Company

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Teamwork is very important at the Company.
  1. The workspace is comfortable and conducive to long hours of work.
  1. We've hired people who truly understand the work and the business.
  1. I'm proud to represent a company that others look up to.
  1. Our department is able to recover easily from scheduled downtimes.


Global

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. The Company is effective in focusing on the Global marketplace
  1. The Company is effective in marketing and distributing its products globally
  1. The Company understands the geo-political business environment
  1. The Company is aware of market factors that affect us at a global level
  1. Leadership identifies key issues affecting the Company at a global level


Equality

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. Training is provided to managers and supervisors to reduce incidents of harassment or intimidation
  1. The contributions of all employees are valued and recognized
  1. Policies and procedures are regularly reviewed to examine their effects on employees in the workplace
  1. Employees have equal access to resources used at the Company
  1. My Supervisor supports efforts to ensure that all employees are treated equally


Rewards/Recognition

Strongly
Agree
Agree
No
Opinion
Disagree
Strongly
Disagree
  1. My Supervisor praises me for a job well done
  1. I am rewarded for exceeding my goals
  1. Everyone has a chance to be recognized.
  1. Performance incentives are clearly linked to standards and goals
  1. I am recognized whenever I do a good job



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: