hr-survey.com

Customer Service - Employee Survey Sample #8





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 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.

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

Dimensions Included:
Customer Service, Communication, Decision Making, Performance, Initiative, Respect for Others, Department, Reorganization, Employee Assistance Program, Employee Relations


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

 Agree Unsure Disagree N/A
  1. My Department is committed to customer service
  1. Our team’s current activities reflect a strong focus on the customer
  1. Managers are focused on improving customer service
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. Service is responsive and meets the needs of customers


Communication

 Agree Unsure Disagree N/A
  1. Information and knowledge are freely shared at the Company
  1. I am comfortable clarifying problems logically, simplifying complex matters into digestible parts
  1. I feel that I am persuasive and articulate when communicating
  1. I feel the manager accurately attends to/understands ideas which are exchanged.
  1. Managers show employees how their work contributes to the success of the organization


Decision Making

 Agree Unsure Disagree N/A
  1. Leadership at the company anticipates needs for action.
  1. My coworkers are able to make effective decisions on their own.
  1. The team leader makes decisions that positively impact team/departmental performance
  1. Co-workers learn from their bad decisions and rarely repeat them
  1. My manager gathers information before making a decision


Performance

 Agree Unsure Disagree N/A
  1. I am held accountable for achieving specific results
  1. My annual review is effective in identifying specific goals for performance improvement.
  1. My Supervisor is able to manage time effectively
  1. My job enables me to make use of my skills and abilities
  1. Performance measures are evaluated on a quarterly basis


Initiative

 Agree Unsure Disagree N/A
  1. Leadership at the Company encourages initiative and risk taking
  1. Senior Management at Company encourages initiative.
  1. My supervisor encourages initiative.
  1. My Supervisor capitalizes on opportunities to grow the business
  1. The Company seeks to take advantage of opportunities


Respect for Others

 Agree Unsure Disagree N/A
  1. Co-workers treat each other with respect
  1. Disrespectful behavior is not tolerated.
  1. I feel I am valued at work.
  1. Co-workers respect each others' opinions
  1. I feel respected by management in this organization.


Department

 Agree Unsure Disagree N/A
  1. My coworkers are productive and produce quality work.
  1. Collaboration is encouraged in our department.
  1. Our department is successful in achieving key goals and objectives.
  1. The department has adequate resources available to meet our needs.
  1. Employees in the ____ department have a shared vision for the future.


Reorganization

 Agree Unsure Disagree N/A
  1. My supervisor explained what changes are needed to our department.
  1. Unnecessary and duplicated job roles were eliminated by the recent reorganization.
  1. The reorganization has increased productivity
  1. The Company is effective in reorganizing to meet new business challenges and opportunities
  1. My input was recognized and accepted during this reorganization.


Employee Assistance Program

 Agree Unsure Disagree N/A
  1. Educational seminars and workshops provided through the EAP are benefitial to me.
  1. Supervisors and managers are receptive to helping employees utilize the services offered by the EAP.
  1. I am able to reach someone quickly when I have questions or need to use the service.
  1. The services offered by the EAP help improve employee performance through reduced absences and tardiness.
  1. I am satisfied with the confidentiality of information that I provide to the EAP practitioners.


Employee Relations

 Agree Unsure Disagree N/A
  1. The company values my input
  1. Supervisors are willing to delegate responsibilities to employees
  1. My Supervisor is not afraid to take disciplinary action when needed
  1. Our Company supports employees who work remotely
  1. Employees are able to work independently when necessary




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: