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 organised to meet current line management and
company business needs.

a. Rate how well HR understands the organizations mission.
1 2 3 4 5 6 7 8 9 10


b. Rate how well HR's functions and services are aligned with organization 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 balance the organizational needs and employee needs and acts as an
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 for support and assistance?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:

g. How responsive is the HR staff to line management 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'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, racial
mix) and the need for a more diverse workforce?
Poor Adequate Excellent
1 2 3 4 5 6 7
Comments:

c. Rate how well HR analyses/researches internal human resources (skills, knowledge, ability and
education) and how well they link this analysis 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 analysing the 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 the 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