Customer Service Climate Survey

This survey was created to help get a pulse of the Customer Service team's current climate so we can open a dialog and begin to address any issues. This survey is a step to help the us continue moving towards the best possible work environment.


  1. Please select the choice below that best describes your overall mood during the last few weeks:
    Excited to be working in Customer Service
    Content
    Lucky to have a job
    Unsettled/Anxious
    Scared to death
    Angry/Resentful


  1. Based on the selection you made above, please list one or more specific reasons you think you’re feeling this way:


  1. We like to say that it’s fun working in Customer Service. Do you agree or disagree that it’s fun in Customer Service? List why you agree or disagree with this statement:


  1. Do the Customer Service motivational strategies inspire you to provide better customer service and take more calls per hour? What motivational incentives would you like to see implemented?


  1. Besides your paycheck, what motivates you to work?


  1. What is your favorite thing about working in Customer Service?


  1. What is the average number of calls you can realistically take on a hourly basis?
    Less than 8
    8
    9
    10
    More than 10


  1. Besides staffing, what are the roadblocks that keep the department from reaching their service goals?


  1. If any, what are the roadblocks that keep you from achieving your Calls Per Hour on a daily basis?


  1. Based on the choices below, please rank who you think is most responsible for creating a positive work environment (1 being most responsible, 6 being least responsible):
        1 2 3 4 5 6
    The Executive Leadership Team  
    Direct management (managers and directors)  
    Individual departments  
    Those on your team  
    Those who work near you  
    You  


  1. What do you feel your contribution has been in creating a positive work environment this past year:
    I go out of my way daily
    I occasionally submit suggestions for improvement
    I try to affect those around me when they’re having a bad day
    I just try to get my work done and that’s all


  1. Why is it important to meet service levels?


  1. How do you personally help the department meet service levels?


  1. Do you believe that your Manager cares about your performance and wants to see you be successful? What is the reason for your answer?


  1. What is the main goal of Customer Service?


  1. What is one thing you would change about how Customer Service operates?


  1. The following choice best describes how I believe I can meet my performance.
    I do what I have to do to get the required CPH to avoid going on corrective action.
    I try to meet the required CPH, but if I have to take extra time, I will.
    The customer comes first. I will take the time needed to help. I am not worried about my CPH.
    I believe I could deliver better customer service if I didn't feel I had to rush through calls to meet the required CPH.


  1. Does your level of authority effect your ability to resolve issues in a one call resolution?


  1. Do you feel the attendance policy is fair? If not, why not?


  1. Do you feel the performance standards are fair? If not, why not?


  1. How do rumors impact your attitude at work?


  1. What do you think your goals should be for your Variable Compensation Program?


  1. Considering our current staffing and service level challenges, what suggestions do you have to help the team communicate and stay connected?


  1. Please add any additional comments.





OD&L
TX