HUMAN RESOURCES MANAGEMENT INTERNAL CUSTOMER SATISFACTION SURVEY

INTRODUCTION

Each of the 11 HR service areas are broken down into service components. Please rate each item and then provide an overall rating. Comment on any item rated 3 or lower. Identify problems and suggest solutions.

SAMPLE SECTION OF THE SURVEY

The human resource function is structured and organized to meet current departmental and organisational needs.

a. Rate the HR department’s understanding of the organisation's mission.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

b. Rate how well HR’s functions and services are aligned with organisational objectives.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

c. Rate how clearly defined and communicated HR functions and services are.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

d. Rate how well the HR department reflects a balance of organisational needs and employee needs and acts as effective intermediary for both.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

e. Rate the competency and expertise of the HR staff based on the quality of consulting they provide.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

f. How accessible is the HR staff for support and assistance?

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

g. How responsive is the HR staff to your needs?

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

h. How well does the HR staff work as a team?

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

i. Rate the working relationship between the HR Department and other departments in the organisation.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

j. Rate the HR Department on being results-oriented (measuring and communicating the effectiveness of its services and programs).

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

k. Rate the HR staff’s customer service attitude.

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

l. Considering all the above, how do you rate the HR department’s current structure for meeting the needs of the organisation and your department?

OVERALL
Poor				Adequate		Excellent
SPECIFIC RATING
1	2	3	4	5	6	7
COMMENTS

 

FURTHER IN THIS DOCUMENT - SUBSCRIBERS ONLY

• Human Resources Department and Organisation
• Human Resources Planning and Organisational Development
• Recruitment and Selection
• Compensation
• Employee Benefits
• Employee Relations and Communications
• Personnel Polices and Workplace Rules
• Equal Employment Opportunity and Governmental Regulations
• Training and Development
• Labour Relations
• Safety, Health and Wellness

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