Market Studies 20
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[edit] Customer Service Representative Burnout, Turnover and Retention Analysis Surveys
Customer Service Representatives must conform to corporate policies and at the same time deal with problems that are sometimes unsolvable. The result is customers that unload on the CSR, making them prime candidates for frustration, burnout, and high turnover. Surveys for Retention Analysis can be helpful in reducing costs and increasing the quality of customer relationships. Measures for this type of survey include frustration measures, career goals/aspirations, motivations for choosing this current employment, desires to move to other positions/departments, measures of sources of frustration, such as other CSRs, managers, interfacing with other departments and specific customers.
[edit] General Measures That Are Part Of Employee Burnout, Turnover, Retention
[edit] Employment Demographics
Length of employment
Employment demographic info (industry, type of job, job title )
What percentage of employees in your position are happy in their position?
Hours worked (time of day, length of time)
[edit] Job Tasks and Training
Project history (projects worked on)
Training (received and needed)
In my work, I find it easy to apply the training I have received.
There are opportunities available for me to develop new skills.
There are opportunities for me to cross-train and learn different jobs.
Overall, how satisfied are you with the training you received for your present job?
I have the opportunity for career development within [Company].
I am encouraged to take the initiative in determining my own career development.
I have a good idea of the career opportunities open to me at [Company].
Overall, how satisfied are you with your career development within [Company]?
Job security (perceived and desired)
[edit] Job Stress Evaluation
Work environment analysis (noise levels, computer/tool uses, stress levels)
I have little control over my job.
I have little sense of accomplishment in my job.
My job offers more negative than positive experiences.
I feel my contribution is not recognized.
Overall, I am satisfied with my job.
Sources of stress on the job (open end).
Sources of positive feelings on the job (open end).
Length of stress
Stress level evaluation
Sources of stress (multiple choice)
Likes and dislikes about specific job tasks performed
Open ended comments about burnout
[edit] Alignment with the Company
Understanding of company goals
Agreement/personal alignment with current company goals
[edit] Job Satisfaction
Satisfaction with management
Satisfaction level within given areas (pay, benefits, quality of life, job tasks, hours, flexibility, etc)
[edit] Plans for their future with the company
How likely are you to be with the company one year from now?
What would make you leave?
What would make you stay?