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CUSTOMER SATISFACTION SURVEY
Manager Name___________________Title: ____________________
Department: ____________________Location: _________________
Each of the 11 HR service areas is 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. Thank you.
1. HUMAN RESOURCES DEPARTMENT ORGANISATION
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.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. Rate how well HR’s functions and services are aligned
with organisation objectives.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments
c. Rate how clearly defined and communicated HR functions
and services are.
Poor Adequate Excellent
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.
Poor Adequate Excellent
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.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How accessible is the HR staff for support and
assistance?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. How responsive is the HR staff to your needs?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. How well does the HR staff work as a team?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
i. Rate the working relationship between the HR Department
and other departments in the organisation.
Poor Adequate Excellent
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 programmes).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
k. Rate the HR staff’s customer service attitude.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how do you rate the HR
department’s current structure for meeting the needs of the
organisation and your department?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
2. HUMAN RESOURCES PLANNING/ORGANISATIONAL DEVELOPMENT
Identifying and fulfilling your department's and the
organisation's development and human resource needs, and
planning for anticipated needs.
a. Rate the HR department’s ability to plan ahead and
satisfy workforce requirements (e.g., job skills, knowledge
level, ability and education).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. How well does HR coordinate projected workforce
availability, workforce makeup (e.g., gender, minority) and
the need for a more diverse workforce?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. Rate how well HR conducts analyses of internal human
resources (skills, knowledge, ability and education) and how
well they link these to projected needs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. Rate the HR team’s ability to factor in changing
technology, work processes, products and services when
analysingthe organisation's work force needs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How well do career counselling, career planning and
developmental programmes match the organisation's needs with
employee’s career needs?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How well does HR evaluate the feasibility of cost
effective alternatives for satisfying workforce requirements
(outsourcing and contracting)?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate HR’s assistance in identifying in-house
management potential and providing management development
programmes to meet future management needs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. Rate HR’s instructional methods and training
programmes for meeting changing organisational and cultural
needs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the HR
department's current level of human resources planning and
organisational development activities?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
3. RECRUITMENT AND SELECTION
Provides timely recruitment, selection and placement of
highly qualified employees.
a. Rate the timeliness of recruitment and placement
process.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. Rate how well HR provides an adequate pool of quality
applicants.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. How clearly are position objectives, requirements and
candidate specifications defined?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How well are the organisation's affirmative action needs
clarified and supported in the selection process?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. Rate how well HR maintains an adequate pool of quality
"protected class" applicants.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. Rate the effectiveness of the interviewing process and
other selection instruments, such as testing.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. How well does the HR team act as a consultant to enhance
the quality of the applicant pre-screening process?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. How well does HR train hiring managers to make the best
hiring decisions?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
i. Are applicants treated fairly and with the same courtesy
as customers?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
j. Rate how well HR finds good candidates from
non-traditional sources when necessary.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the HR
department's performance in recruitment and selection?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
4. COMPENSATION
Develops and administers a job evaluation and compensation
system that attracts, retains and motivates employees to
accomplish organisation goals.
a. Rate the compensation group’s surveys of compensation
(wages and salaries) by organisations in your recruitment
market.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. How internally equitable and job worth-based is the
current compensation system (wage and salary programmes)?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. How well does the pay plan demonstrate a relationship
between pay and job performance?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How well does the pay system reward and motivate both
individual and group contributions to organisational goals?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How clearly defined and understood are job expectations
and performance measurement criteria?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How well are pay increase criteria communicated and
administered for consistency among all departments?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate the performance appraisal training provided to
managers and employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. Considering all the above, how would you rate the Human
Resources Department's performance in administering the
compensation programme?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the
effectiveness of the organisation's compensation programme?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
5. EMPLOYEE BENEFITS
Develops and administers noncash compensation programmes
that attract, retain and motivate employees to accomplish
organisation objectives.
a. How do this organisation’s benefits compare to those
offered by other organisations in your recruitment market?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. How well do medical and health care benefits meet
employee needs?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. How well are employees informed of their benefit choices
and options?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. Rate the fairness and consistency in granting employee
benefits.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How accessible is the HR department in answering benefit
questions?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How well are benefits and their value communicated to
all employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate how well HR takes appropriate cost containment
measures while providing and administering quality health care
coverage.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. Considering all the above, how would you rate the Human
Resources Department's performance in administering benefit
programmes?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments
Considering all the above, how would you rate the
effectiveness of the organisation's employee benefit
programmes?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
6. EMPLOYEE RELATIONS AND COMMUNICATIONS
Institutes and administers programmes and processes
governing employee treatment, communications, support systems
and services which promote employment conditions conducive to
high levels of employee satisfaction, motivation and
productivity.
a. Rate how well employee relation policies are published
and clearly communicated, and how well they help managers in
their working relationships with employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. How well do the employee handbooks, which are provided
to all employees cover the most commonly asked questions about
personnel procedures, benefits and conditions of employment?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. Rate the new employee orientation programme.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How accessible is the HR department to employees who
feel the need to discuss work issues outside the chain of
command?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. Rate how well employee communication forums allow for
open discussions about the organisation's performance and
objectives, the workplace and other employee concerns.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. Rate how well HR initiates and oversees programmes
and processes for addressing employee satisfaction and morale
(for example, conducting and following up on employee opinion
surveys).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate how well HR initiates personal development
programmes and encourages promotion from within the
organisation.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. How well does the current process allow employees to
express their complaints and grievances and have them
resolved?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the Human
Resources Department's performance in the area of employee
relations and communications?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments
7. PERSONNEL POLICIES/WORKPLACE RULES
Personnel policies are developed to help managers make
decisions and provide guidance for meeting the organisation's
requirements and objectives.
a. Rate how well personnel policies and procedures are
published and communicated.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. Rate how well existing policies and procedures support
managers in doing their jobs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. How helpful and accessible is the HR department in
handling questions about personnel policies and work rules?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How well are policies and work rules serving as
guidelines for helping managers make good decisions?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How easy to interpret and up-to-date are policies and
work rules?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How well do policies and work rules represent the
organisation's position on how employees should be treated
with regard to pay, benefits and conditions of employment?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate how well policies and work rules provide guidelines
for the expected behaviours of both management and employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. Rate how well policies and work rules balance providing
the staff with sufficient authority with adequate controls to
ensure achievement of the organisation's mission and
objectives.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
i. Considering all the above, how would you rate the HR
department's performance in developing and administering
helpful personnel policies and work rules?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the
effectiveness of the organisation's personnel policies and
work rules?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
8. EMPLOYMENT EQUITY AND OTHER GOVERNMENTAL REGULATIONS
Ensures adherence to employment equity legislation and
exercises appropriate oversight to ensure employees are
treated equally and with consistency regarding: employment,
compensation, benefits, promotion, work rules, transfer,
termination, discipline and termination.
a. Rate organisational compliance to all laws and
regulations governing employment and personnel actions.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. How well are all laws and regulations related to the
management and treatment of employees communicated and
explained?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. How effectively are the organisation's employment equity
and affirmative action responsibilities communicated and
implemented?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. Rate the training of supervisors on non-discrimination,
equal employment and harassment-free workplace issues.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How well does HR assist in helping managers in equal
employment opportunity and affirmative action matters?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. Rate the training and assistance managers receive in
compliance and enforcement of smoking, drug- and alcohol-free
workplace rules.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate the training and assistance managers receive in
compliance to and enforcement of codes of conduct contained in
the Employment Equity Act (1998).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the HR
department's performance as a resource for compliance with
equity, equal employment opportunity, affirmative action and
related governmental regulations?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the
organisation’s compliance with equity, equal employment
opportunity, affirmative action and related governmental
regulations?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
9. TRAINING AND DEVELOPMENT
Ensures that adequate employee training and development
programmes are in place to meet organisational objectives.
a. Rate how well training and development programmes meet
the organisation's and your department's needs.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments
b. Rate the assistance provided to managers for identifying
training needs and developing training programmes.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments
c. How well are training programmes related to
organisational objectives?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How well are available training opportunities
communicated to all employees?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How clear are the behaviour objectives of training
programmes and how well are these objectives measured and
communicated?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. Rate the training programmes in terms of producing
maximum gain most cost-efficiently.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. How well are the cost/benefits and results of training
programmes measured?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the HR
department's performance in the area of employee training and
development?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
10. LABOUR RELATIONS
Ensures and oversees an effective and fair collective
bargaining process with unions representing employees, and
fosters positive labour relations designed to achieve
organisational objectives.
a. Rate the effectiveness of HR in planning and overseeing
labour relations strategies, which address the near term and
future interests of both the organisation and its employees
prior to contract negotiation.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. Rate the interaction of labour and management groups to
address issues of mutual concern (e.g., labour-management
committee meetings and other participative forums).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. Rate the efforts made in contract negotiations to
enhance work force flexibility and protect management's right
to manage its human resources to keep the organisation
competitive.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. Rate the training of the management negotiation team in
negotiation skills before bargaining begins.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. Rate the assistance provided to managers in contract
administration, grievance handling and people management
skills.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. Rate the efforts to promote a spirit of union/management
cooperation (e.g., joint efforts to achieve common objectives
and reducing grievances and length of time to settle them).
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, how would you rate the HR
department's performance in the area of labour relations?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
11. SAFETY, HEALTH AND WELLNESS
Develops and maintains policies, practices and programmes
for contributing to and demonstrating concern for employee
safety, health and well-being.
a. Rate how well the safety function complies with OSHA
regulations.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
b. Rate how well HR communicates and demonstrates the
importance of and its commitment to the safety, health and
wellness of employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
c. Rate HR’s assistance to managers in identifying
potential safety hazards and taking corrective action to
maintain a safe working environment.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
d. How well does HR train managers in occupational health,
safety and accident prevention issues and help them to
organize appropriate safety awareness and incentive
programmes?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
e. How well does HR recognise and reward safe
behaviours?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
f. How well does the employee wellness programme help
reduce health claims and address other business issues such as
absenteeism, health care costs and productivity?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
g. Rate how adequately the employee assistance programme is
being used by employees.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
h. Rate HR’s cost benefit analyses of health and employee
wellness programmes and their communication of the results of
these programmes.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
Considering all the above, rate the HR department's
performance in the areas of employee safety, health and
wellness.
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:
THANK YOU FOR PARTICIPATING IN THIS ANNUAL
SURVEY.
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