Dear Khozama
You may conduct an Internal Customer Satisfaction Survey targeting HR's internal customers to identify the strengths, weakensses and areas for improvement. Here is a simple survey template that can be used to measure the perceptions of service in any department for Communication, Productivity and Responsiveness. It is a 5-point rating scale survey with a few open-ended questions. 1=very dissatisfied 2=dissatisfied 3=netural 4=satisfied 5=very satisfied.
1. I am kept informed appropriately.
2. My requests are handled efficiently.
3. HR operation is smooth and efficient.
4. HR listens to my needs effectively.
5. Problems are handled skillfully by HR.
6. My questions are answered efficiently.
7. HR makes it easy to work with them.
8. HR communicates effectively.
9. Problems are quickly responded.
10. HR is well organized.
11. My requests are promptly responded.
12. HR takes the initiative to find out what I need.
13. I am treated as a valued customer of HR.
14. HR builds cooperation.
15. HR demonstrates consideration and respect.
16. HR provides a valuable service.
17. HR follows through well on their commitments.
18. My expectations are met.
19. HR is always courteous.
20. HR regularly looks for ways to improve their service.
21. Details are handled well by HR.
22. HR maintains high standards.
Open-ended questions can include:
1. What would you like HR to do more of?
2. What would you like HR to do less of?
3. What would you like HR to do better?
4. What do you like most about us?
Communication = Questions 1, 4, 6, 8 & 12
Productivity = Questions 2, 3, 10, 16, 17, 21 & 22
Responsiveness = Questions 5, 7, 9, 11 & 13
For the 5-point rating scale questions, your analysis and report not only must have charts and tables that highlight the:
- mean score
- range (the highest and lowest scores)
- standard deviation (the level of deviation)
- mode (most frequently use response)
- number of respondents
As for the open-ended questions, go through in detail all the raw data and perform a "coding" - meaning picking up same items and code it under a specific heading.
Hope this help.
Regards
Autumn Jane