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

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

Agree Unsure Disagree N/A
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. The corporate culture emphasizes customer service
  1. The training I receive reinforces customer focus
  1. Managers are focused on improving customer service
  1. My supervisor is focused on improving customer service.


Agree Unsure Disagree N/A
  1. Decisions are clear and are communicated effectively organization-wide.
  1. Communication is good between departments.
  1. I feel well informed about company goals and strategic directions.
  1. My Supervisor is willing to listen to my ideas
  1. There is good communication between me and my supervisor

Decision Making

Agree Unsure Disagree N/A
  1. Senior Management discusses issues and ideas with employees before making major changes
  1. As a team, we make decisions together
  1. I am involved in important decisions that affect me
  1. Decisions are usually made with input from multiple individuals
  1. Co-workers learn from their bad decisions and rarely repeat them


Agree Unsure Disagree N/A
  1. My Department is able to meet its deadlines
  1. The Company is able to maximize employee potential
  1. My Supervisor is able to manage time effectively
  1. Performance measures are evaluated on a quarterly basis
  1. My job enables me to make use of my skills and abilities


Agree Unsure Disagree N/A
  1. Leadership at the Company encourages initiative and risk taking
  1. The Company seeks to take advantage of opportunities
  1. I am allowed to take initiative to assess my skills and seek appropriate training
  1. I feel encouraged to come up with new and better ways of doing things
  1. My Supervisor capitalizes on opportunities to grow the business

Respect for Others

Agree Unsure Disagree N/A
  1. I am treated with respect by others with whom I work.
  1. Individual differences are seen as strengths.
  1. Co-workers respect each others' opinions
  1. I feel respected by management in this organization.
  1. Disrespectful behavior is not tolerated.


Agree Unsure Disagree N/A
  1. Communication is good between departments.
  1. Our department uses performance measures to assess progress towards important goals.
  1. Employees in my department work well together to solve problems.
  1. Employees communicate freely within our department.
  1. My department is well managed.


Agree Unsure Disagree N/A
  1. The reorganization has helped our department become more efficient.
  1. My input was recognized and accepted during this reorganization.
  1. The reorganization significantly altered how I do my job
  1. The reorganization has increased productivity in My Department
  1. My supervisor explained what changes are needed to our department.

Employee Assistance Program

Agree Unsure Disagree N/A
  1. There is one-on-one counseling services provided by professionals.
  1. Representatives from the EAP provide followup/referral services.
  1. Employees are aware of the EAP.
  1. The Company EAP is confidential
  1. The services offered by the EAP help improve employee performance through reduced absences and tardiness.

Employee Relations

Agree Unsure Disagree N/A
  1. Our Company supports employees who work remotely
  1. The Company ensures that employees are well informed about any changes
  1. There is mutual trust between Labor and Management
  1. In this company, administrators appreciate the work of their staff
  1. Employees receive the training they need to perform well on the job

General Open Ended Questions

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

  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.


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: