You are a HR manager of a large organisation. Your department provides HR servic
ID: 384609 • Letter: Y
Question
You are a HR manager of a large organisation. Your department provides HR services to internal and external clients. You have decided to survey the department’s clients to determine their satisfaction levels of the service being provided to them.
Undertake your own research to locate information about:
Client satisfaction surveys.
Service usage surveys.
One other type of survey which could be used.
Describe each type of survey in one or two sentences. Provide two examples of questions used in each type of survey.
Explanation / Answer
Department provides HR services to internal and external clients
These are direct transaction and overall satisfaction surveys. Direct transaction surveys are concerned with a recent transaction. Satisfaction surveys are relationship surveys.
Examples of questions
1. Satisfied with the way the organization has performed on an assignment?
2. Company service representatives are well trained?
Options are as mentioned in the question above
These are useful in understanding the usage of a product over a period of time. These are to get insights into consumer behaviour.
Examples of questions
Customer loyalty program discovers customer loyalty trends for repeat and referral business. Gaining new customer costs much more than retaining an existing one. Therefore, this is an aspect of business organizations should emphasize on. Questions are on repurchase intent, the number of purchases per year, or, the likeliness to recommend.
Examples of questions
1. How likely are you to recommend this organization to a friend or relative? The chances are
2. In total, how long have you been a customer of company ABC?
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