ATOS Annual Client Satisfaction Survey

Dear Respondent,

you have been nominated to share your feedback regarding your experience with the Personal Administration and Payroll services provided by Xerox.
Our goal is to receive an unbiased evaluation of the satisfaction around services performed by our HR Service Centre Representatives. Please note that the aim of this survey is to reflect your current experience, not the future expectations.
At all stages of data collection, result analysis and reporting we guarantee confidentiality to all respondents. The results of the survey will be analyzed and reported in the first quarter of 2013.
Your feedback is very important to us as it will help us to understand your opinion about the service we provide and thus improve its quality.

Please fill in this survey by 15th of January 2013 the latest.

Thank you,
Xerox Quality Assurance Team


A red asterisk (*) indicates required questions.

  1. Country you are working from  *


  1. Frequency of contact with HR Service Centre  *


  1. Channels of contact with HR Service Centre  *


  1. Please refer to the following statement using the scale from 1 to 4: The HR Service Centre Representatives demonstrate the following attitudes/behaviours:

    Scale:
    1. Highly Agree
    2. Agree
    3. Disagree
    4. Highly Disagree*

          1 2 3 4     N/A
      Friendliness   
      Cooperation   
      Respectful attitude   
      Commitment   
      Courtesy   
      Helpfulness   
      Professionalism   
      Empathy   


  1. Add Comments


  1. HR Service Centre transaction processing and reporting

    1. Always
    2. Often
    3. Sometimes
    4. Rarely
    5. Never

    Using the above options please state how often:*

          1 2 3 4 5     N/A
      Data is entered accurately into the systems   
      Some minor data entry errors occur but are corrected immediately   
      Payroll critical errors occur which HRSC does not know how to correct   
      Same data entry errors reoccur    
      Payroll critical errors occur but get corrected before payroll run   
      Output letters contain all the necessary information   
      Output letters are filled in correctly   
      Output letters are delivered as per the process   
      Reports are delivered on time   
      Reports contain accurate data   
      Necessary reports are produced by HR Service Centre   
      I get payroll files on time   
      The payroll files I get are in agreed format   
      Payroll cut off dates are clearly defined, communicated and followed   
      Payroll calendar is well defined and being followed efficiently   


  1. Add Comments


  1. HR Service Centre communication and problem resolution

    1. Always
    2. Often
    3. Sometimes
    4. Rarely
    5. Never

    Using the above options please state how often:*

          1 2 3 4 5     N/A
      My request or question is understood by Service Representative   
      Problem is quickly identified   
      Solution is communicated before the case is closed   
      Solution is communicated timely   
      Automatic ticket closure notification is communicated to the correct person   
      HR Service Centre helps to understand the cause and the solution to the problem    
      Data or information provided is accurate   
      Information provided is clear   
      Service Representative understands what is needed   
      If I raise a complaint, it is addressed quickly   
      If I raise a complaint, it gets resolved to my satisfaction   
      Complaint resolution process is efficient   


  1. Add Comments


  1. Current process design for activities outsourced to HR Service Centre

    1. Always
    2. Often
    3. Sometimes
    4. Rarely
    5. Never

    Using the above options please state how often:*

          1 2 3 4 5     N/A
      Designed processes are clear   
      Processes are easy to follow   
      Roles & responsibilities between HR Service Centre, ATOS HR and ADP are clearly defined   
      Roles & responsibilities between HR Service Centre, ATOS HR and ADP have been communicated   
      Global Forms are clear and easy to use   
      Global Forms are updated   
      Global Forms have a clear structure   
      I understand in which cases Global Forms should be used    
      I can access the Global Form templates   


  1. Add Comments


  1. HR Service Centre Call Handling

    1. Always
    2. Often
    3. Sometimes
    4. Rarely
    5. Never

    Using the above options please state how often:*

          1 2 3 4 5     N/A
      Greeting is professional   
      Greeting is brief and clear   
      Service Representative asks security questions   
      Security questions are relevant    
      I find security questions appropriate to assure the Data Privacy   
      The quality of the call connection is good   
      Service Representative listens actively   
      Service Representative asks relevant questions   
      Service Representative sounds natural   
      Service Representative sounds confident   
      Service Representative is tactful and diplomatic   
      Service Representative shows ownership of the issue   
      If the Service Representative places me on hold, the hold time does not exceed 2 minutes   
      Service Representative requests permission before placing me on hold   
      The waiting time before the call is answered is satisfactory   
      Service Representative has sufficient HR knowledge and understanding    
      I am satisfied with the language line service provided   


  1. Add Comments


  1. Please state how satisfied you are with the service provided:

    1. Very Satisfied
    2. Satisfied
    3. Dissatisfied
    4. Very Dissatisfied
    *
    1 2 3 4   N/A
     


  1. Add Comments


  1. Please rate on the below scale the following:

    1. Highly Agree
    2. Agree
    3. Disagree
    4. Highly Disagree*

          1 2 3 4    
      Outsourcing of HR services to Xerox has added value/improvement to these services   
      Outsourcing of HR services to Xerox has helped release work from my HR department   
      Xerox is proactive in providing solutions to my queries   
      Xerox is proactive in addressing any escalations and issues   


  1. Add Comments


  1. I have regular meetings with the HRSC manager.  *


  1. Add Comments





HRSC Training Team