Sample Employee Surveys - Excel by qdj24924

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									Customer Satisfaction Goals                     Employee Satisfaction Goals
Total Calls Received/Month                      Total Direct Headcount
 Projected                     Actual     Gap   Projected                       Actual        Gap


Total Calls Answered                            Employee Satisfaction Rating
Projected                      Actual     Gap   Projected                       Actual        Gap


Customer Satisfaction Rating                    # of Technical Staff Turnovers (Internal)
Projected                      Actual     Gap   Projected                       Actual        Gap


Completed Surveys                               # of Technical Staff Turnovers (External)
Projected                      Actual     Gap   Projected                       Actual        Gap


Average Speed of Answer (ASA)                   Training Hours
Projected                      Actual     Gap   Projected                       Actual        Gap


Abandoned Calls                                 Avg Training Hours/FTE
Projected                      Actual     Gap   Projected                       Actual        Gap


Abandon Call %                                  # of Employee Surveys
Projected                      Actual     Gap   Projected                       Actual        Gap


                                                Time to Employee Proficiency
                                                Projected                       Actual        Gap
Cost/Productivity Goals                         Organizational Maturity Goals
Ending Customers                                Executive Support of the Support Center
Projected                      Actual     Gap   Projected                       Actual        Gap


Total Incidents Closed                          Time to Fill Knowledge Gaps
Projected                      Actual     Gap   Projected                       Actual        Gap


Average Incidents/Customer                      Time to New Product Proficiency
Projected                      Actual     Gap   Projected                       Actual        Gap


Average Cost/Incident                           Flexibility of Costs to Changes in Workload
Projected                      Actual     Gap   (On a Scale of 1 to 10)
                                                Projected                       Actual        Gap


Total Closed Incident Direct LaborHours         Diversity
Projected                      Actual     Gap   (On a Scale of 1 to 10)
                                                Projected                       Actual        Gap


Average Cost/Customer                           Formalization of IT Processes
Projected                      Actual     Gap   Projected                       Actual        Gap


Average Customers/FTE                           Support Center Certification
Projected                      Actual     Gap   Projected                       Actual        Gap


Closed Incidents/FTE
Projected                      Actual     Gap

								
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