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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.

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Customer Service

 Agree Unsure Disagree N/A
  1. The corporate culture emphasizes customer service
  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
  1. My supervisor is focused on improving customer service.


Communication

 Agree Unsure Disagree N/A
  1. Coworkers frequently communicate with the operations team.
  1. The team leader effectively and regularly communicates regarding issues that are critical to the team
  1. The supervisor is someone I can go to when I have a problem or issue.
  1. The HR Department conducts impactful training sessions
  1. I take steps to prevent interruptions when important issues are being discussed


Decision Making

 Agree Unsure Disagree N/A
  1. Associates are willing to consider information from other sources.
  1. Employee opinions are valued
  1. Managers integrate multiple dimensions (budget, capacity, morale) into an overall evaluation of the costs and benefits.
  1. My Supervisor considers the opinions of others before making important decisions
  1. My team is data-driven


Performance

 Agree Unsure Disagree N/A
  1. My job enables me to make use of my skills and abilities
  1. I am held accountable for achieving specific results
  1. I get a sense of personal accomplishment from my work
  1. My Department is able to meet its deadlines
  1. My annual review is effective in identifying specific goals for performance improvement.


Initiative

 Agree Unsure Disagree N/A
  1. My team leader launches initiatives that measurably improve team performance, efficiency, or morale.
  1. Team members confront problems immediately without supervisor instructions.
  1. Coworkers inform the HR department of any personnel complaints or issues.
  1. My supervisor is an inspiration for others to perform above expectations.
  1. The members of my team work to complete goals well before their deadline.


Respect for Others

 Agree Unsure Disagree N/A
  1. I feel respected by management in this organization.
  1. Co-workers treat each other with respect
  1. I feel I am valued at work.
  1. At this company, my suggestions are given serious consideration.
  1. Co-workers respect each others' opinions


Department

 Agree Unsure Disagree N/A
  1. The department manager keeps us informed of the goals for the department.
  1. Employees work well with each other in the department.
  1. My department is well managed.
  1. Communication in the ____ department is good.
  1. I feel my department is very productive.


Reorganization

 Agree Unsure Disagree N/A
  1. I have received frequent and clear communication during this process.
  1. I know who I report to and what they expect of me
  1. The reorganization was implemented smoothly
  1. I know where to go to if I have concerns about these changes.
  1. I think management will function better now that we have reorganized.


Employee Assistance Program

 Agree Unsure Disagree N/A
  1. The EAP provides assistance with substance abuse issues, fitness and health practices, and relationship/life skills.
  1. EAP practitioners are flexible in scheduling appointments.
  1. There is one-on-one counseling services provided by professionals.
  1. The EAP staff and practitioners are viewed as a neutral party and do not take sides, or participate, in any grievances, arbitrations, or other management/employee issues.
  1. Managers and supervisors participate in EAP training sessions.


Employee Relations

 Agree Unsure Disagree N/A
  1. Management engages employees with equitable treatment and respectful consideration.
  1. The company follows the EEO regulations closely.
  1. Interactions between leadership and staff are guided by principles of equity, respect, and care.
  1. Supervisors stay informed about changes in employment legislation and adjust practices accordingly.
  1. Employees are given latitude to tailor their workflows and problem-solving strategies to suit their strengths.




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: