Customer Service - Employee Opinion 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)
Dear Employee:

Welcome to the Employee Satisfaction 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 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 and . 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. The corporate culture emphasizes customer service
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. Our team’s current activities reflect a strong focus on the customer
  1. My supervisor is focused on improving customer service.
  1. Managers are focused on improving customer service


Agree Unsure Disagree N/A
  1. CompanyName does a good job communicating business objectives.
  1. Decisions are clear and are communicated effectively organization-wide.
  1. I feel well informed about company goals and strategic directions.
  1. I know what is expected of me at work
  1. I can speak freely to my supervisor on a variety of topics

Decision Making

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


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


Agree Unsure Disagree N/A
  1. Leadership at the Company encourages initiative and risk taking
  1. My supervisor encourages initiative.
  1. I feel encouraged to come up with new and better ways of doing things
  1. Senior Management at Company encourages initiative.
  1. The Company seeks to take advantage of opportunities

Respect for Others

Agree Unsure Disagree N/A
  1. I am treated with respect by others with whom I work.
  1. Co-workers respect each others' opinions
  1. Disrespectful behavior is not tolerated.
  1. Individual differences are seen as strengths.
  1. At this company, my suggestions are given serious consideration.


Agree Unsure Disagree N/A
  1. My work group looks for ways to change processes to improve productivity.
  1. Communication is good between departments.
  1. My department is well managed.
  1. My team looks for ways to change processes to improve performance.
  1. Conditions in my work area allow me to be highly productive.


Agree Unsure Disagree N/A
  1. I think management will function better now that we have reorganized.
  1. My input was recognized and accepted during this reorganization.
  1. I know who I report to and what they expect of me
  1. After the reorganization I feel more confident in the decisions being made by management.
  1. The reorganization has increased productivity

Employee Assistance Program

Agree Unsure Disagree N/A
  1. The EAP is convenient for me
  1. The Company EAP is confidential
  1. The Company EAP is easy to use
  1. I can use the EAP when I need help
  1. I feel confident in using the EAP

Employee Relations

Agree Unsure Disagree N/A
  1. My Supervisor is not afraid to take disciplinary action when needed
  1. I am comfortable going to Human Resources when I have about a problem or issue.
  1. I can go to My Supervisor if I have a problem
  1. Managers have a mutual trust and respect for employees
  1. Managers follow the grievance procedures

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 ?

    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 ?

  5. What is the most important thing you would like to see 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 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: