I've been asked to measure customer service in the Training & Development function and within the HR Dept in general. Do any of you have a tool you'd be willing to share?

Thanks
Joan

Joan,

I use a survey/assessment software program to suport my own customers' 360 feedback needs. Simple, straight forward, web-based. Can use customer created items or select from extensive existing library. Works for gathering feedback on individuals, teams, organizations, customer satisfaction...et al.

In your specific case...how many respondents would you be including?

I will need to administer housewide to approximately 3,600 employees.

Thanks Joan.

That number of respondents will provide a treasure trove of data. If you go with a survey administered via the web (highly recommended)the numbers should present no real problem.

What you will want to be able to do is display the results as aggregate data and broken out by departments, staff levels...etc (whatever makes sense for you.) That way you not only get the BIG picture but also the feedback broken out by departments..etc. This becomes very helpful in identifying areas of the organization whose feedback departs from the aggregate.

For my own practice I use 2020 Insight Gold software. Complete flexibility, user friendly. excellent reporting function, and very reasonable cost.

You can get details at www.2020insight.net

Your actual project sounds pretty straightforward. So you might want to think about owning the software (so you can do as many projects as you wish)...or hire an outside resource to serve as your service bureau...building and administering the project for you (your specs of course). I would be delighted to talk with you should you decide to engage an external resource for the project.

Good luck.
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BTW...I am neither affiliated with/or a representative of the software publisher. Just a very happy user.

Have you already identified expected business results for HR and T&D customer service? Have you defined specifically what level of customer service is expected and specifically what that entails? Are all HR and T&D employees fully aware of the level and manner of customer service that is expected?

If you don't know where you're going, you might end up somewhere else. Tools are just tools.