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.



Customer Service

 Agree Unsure Disagree N/A
  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. Our team’s current activities reflect a strong focus on the customer
  1. Service is responsive and meets the needs of customers


Communication

 Agree Unsure Disagree N/A
  1. The team leader listens attentively and without interrupting to team members and customers
  1. I usually know in plenty of time when important things happen.
  1. Exhibits competence by communicating calmly and confidently in difficult situations.
  1. The culture of our organization facilitates seamless communication across all management levels
  1. The supervisor delivers clear and concise instructions regarding use of the equipment


Decision Making

 Agree Unsure Disagree N/A
  1. Leadership at the company anticipates needs for action.
  1. In our department, we are careful to views the issues from multiple perspectives before making a decision
  1. My supervisor asks for additional information when making critical decisions
  1. Decisions are usually made with input from multiple individuals
  1. My team makes decisions based on data


Performance

 Agree Unsure Disagree N/A
  1. My Department is able to meet its deadlines
  1. Performance measures are evaluated on a quarterly basis
  1. My job enables me to make use of my skills and abilities
  1. My Supervisor is able to manage time effectively
  1. I get a sense of personal accomplishment from my work


Initiative

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


Respect for Others

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


Department

 Agree Unsure Disagree N/A
  1. Employees in my department treat me with respect and dignity.
  1. Our department conducts regular meetings to keep everyone on the same page.
  1. Employees in the ____ department treat each other with respect.
  1. Employees in the department are aware of the goals that need to be achieved.
  1. In our department, we work together to do get the job done.


Reorganization

 Agree Unsure Disagree N/A
  1. Leadership exercises good judgment in setting the structure for the organization
  1. I am clear on who my key customers are and the service I need to provide them
  1. The reorganization has increased productivity
  1. The company was successful in the reorganization.
  1. The Company is effective in reorganizing to meet new business challenges and opportunities


Employee Assistance Program

 Agree Unsure Disagree N/A
  1. Employees are aware of the services offered by the EAP.
  1. I am satisfied with the confidentiality of information that I provide to the EAP practitioners.
  1. I feel the EAP provides a good service for the employees.
  1. Supervisors and managers are receptive to helping employees utilize the services offered by the EAP.
  1. The EAP used by the Company meets the established standards for service.


Employee Relations

 Agree Unsure Disagree N/A
  1. My questions are answered by the Human Resources department
  1. Managers work to obtain win-win resolutions
  1. Employees at the Company are treated equally with respect
  1. Our department has monthly meetings to discuss and address issues in the workplace
  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: