Market Studies 19
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[edit] Customer Service Employee Attitude Surveys
Employee attitude surveys are particularly important when employees are involved in customer service. Employee attitude reflects their attitudes about benefits, passion for the job, and the general feeling that they are valued and contribute to the lives of others.
Customer Service Employee attitudes are a function of many job related activities and interfaces including
(1) the allocation of time (percentage on the phone, doing administrative tasks, etc., the comparison of time spent with customers against the value of those customers… is too much time with unprofitable customers?);
(2) the type of information or tool is most helpful/least helpful when solving customer needs;
(3) the missing information or tool that would most help improve their job;
(4) the sharing of information and best practices;
(5) the evaluation of internal departments that are most/least helpful when seeking to answer customer questions.
[edit] General Measures That Are Part Of Employee Attitude Surveys
- Employment Information
- Employment Demographic info (position, time with the company)
[edit] Satisfaction Evaluation
Satisfaction level within given areas (pay, benefits, quality of life, job tasks, hours, flexibility, etc)
Satisfaction with management
Perceived plans for a future with the company
Understanding of company goals
Agreement/personal alignment with current company goal
Compensation
Benefits
Quality of work atmosphere
Workplace conditions
[edit] Passion for the Job
I experience personal growth such as updating skills and learning different jobs.
Management looks to me for suggestions and leadership.
Supervisors encourage me to be my best.
I am rewarded for the quality of my efforts.
I am valued by my supervisor.
The company has a positive image to my friends and family.
My job makes difference in the lives of others.
I solve customers' problems.
Overall, I am satisfied with my job.