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Customer Service - Employee Opinion Survey Sample #9





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:


During our recent All Community meetings, we discussed one of our Vision 2030 objectives: ensuring that everyone feels our company is an exceptional place to work. Achieving this goal requires our collective efforts, starting with completing this confidential survey. Your input is crucial in identifying our strengths and areas for improvement, so we can work together towards excellence.

Your thoughtful participation in this survey is crucial. We value your input and will take the results to heart. The survey covers a broad range of topics including our organization, management, career growth opportunities, teamwork, and values. Our aim is to achieve 100% participation to ensure every voice is heard.

The survey is designed to be web-based for ease of completion and efficient reporting. To protect anonymity, it is hosted by an external organization. Please avoid including your name in any comments or suggestions. We will ask for your division or work area to ensure targeted responses. It is important to note that we neither can nor wish to link responses to any individual.

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, Problem Solving, Initiative, Supervision, Company, Equality


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

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. Managers are focused on improving customer service
  1. Our team’s current activities reflect a strong focus on the customer
  1. I understand the relationship between my service to internal/external customers and Company's success.
  1. My supervisor is focused on improving customer service.
  1. The training I receive reinforces customer focus
If [Participant Name] were to make improvements in Customer Service, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Problem Solving

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. The project manager develops a schedule and gathers the necessary materials and tools.
  1. Supervisors encourage the sharing of information, concerns, and ideas to prevent problems from being overlooked.
  1. The supervisor keeps a positive outlook and perseveres through difficult challenges.
  1. My colleagues solve problems using logic and insight.
  1. I know how to determine what needs fixed, its root causes, and the correct solutions to be implemented.
If [Participant Name] were to make improvements in Problem Solving, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Initiative

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. Our department seeks alternative methods or resources when initial approaches fail or are unavailable.
  1. Our department persists in stakeholder engagement even when initial outreach is met with resistance or indifference.
  1. The members of my team go above and beyond the stated goals.
  1. Colleagues act quickly to address any issues or problems.
  1. I am allowed to take initiative to assess my skills and seek appropriate training.
If [Participant Name] were to make improvements in Initiative, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Supervision

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. Managers are sought after for advice in a variety of situations
  1. Employees are allowed to make their own decisions
  1. Leaders here communicate effectively with employees
  1. My supervisor listens to the concerns of employees
  1. Supervisors make decisions based on all relevant information
If [Participant Name] were to make improvements in Supervision, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Company

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. I can concentrate without frequent interruptions.
  1. The EEO policy ensures that all employees are treated fairly and without discrimination.
  1. I believe in what we do and how we do it.
  1. CompanyName is an ethical company.
  1. We're not just profitable--we're purposeful.
If [Participant Name] were to make improvements in Company, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?

Equality

Strongly
Disagree
1
Disagree
2
Agree
3
Strongly
Agree
4
  1. My manager recognizes the importance of inclusiveness in the workplace
  1. Training is provided to managers and supervisors in regards to treating employees equally
  1. Employees have equal access to training and promotion opportunities
  1. My department works to eliminate barriers between employee groups
  1. All employees have an equal opportunity to advance within the department/Company
If [Participant Name] were to make improvements in Equality, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Type the number here: What are your suggestions for how we can improve this?