HR services satisfaction survey template (free)

HR is a service as well as a function. Employees meet it when they need something — a certificate, a leave approval, an answer about pay — and they judge it the way they judge any service: was it quick, clear and fair? This survey measures exactly that — the service as employees use it, not as the process describes it — so HR can improve what people actually experience.

What questions are in the HR services survey?

Fourteen questions, each answered on the same five-point scale: 1 strongly disagree, 2 disagree, 3 neither agree nor disagree, 4 agree, 5 strongly agree, with "not applicable" where it fits. Two questions, marked (reverse-scored), are worded so that agreeing signals a problem; the spreadsheet flips their scores for you.

No.	Question	What it tells you
1	I know whom to contact in HR for each type of request.	Whether the service is easy to find
2	HR responds to my requests within a reasonable time.	Responsiveness as employees see it
3	I often have to chase HR before a request is resolved.	Whether requests close the first time (reverse-scored)
4	HR staff treat me with respect.	The human side of the service
5	Finding an HR policy takes me longer than it should.	Access to information (reverse-scored)
6	HR policies are written in language I understand.	Clarity, including language
7	My salary is paid correctly.	The service that matters most to most people
8	Questions about my pay or benefits are answered clearly.	Clarity on the most sensitive topics
9	Leave requests are processed quickly.	A frequent, everyday transaction
10	HR keeps information about me confidential.	Trust in how personal data is handled
11	HR processes are applied fairly to everyone.	Perceived fairness
12	HR tells employees about policy changes before they take effect.	Communication of change
13	HR's online services are easy to use.	The digital experience, where it exists
14	Overall, HR makes my working life easier.	A summary item to track over time

Open questions

Which HR service works best for you today?
Which HR service should be improved first, and how?

How should you run this survey?

Ask an independent team or an outside provider to run it, so employees do not feel they are rating HR to HR's face. Keep it open for about two weeks, offer Arabic and English, and do not report any group with fewer than five answers. If HR serves several sites, ask for the site only if each site has enough respondents.

How do you act on the results?

Pick the two services with the lowest scores and the most users, set a service standard for each — for example, "leave requests answered within two working days" — and publish it. Measure against the standard every month and report progress in the next survey invitation. Once your service standards are published, change question 2 to "HR responds to my requests within the time promised." Pay accuracy and responsiveness usually move trust fastest.

Frequently asked questions

Who should see the results of an HR services survey?

The HR leadership team in full, and all employees in summary, with what HR will change. Publishing the results is part of the service.

How often should HR survey employees about its services?

Once a year for the full survey. For high-volume services, a one-question rating after each closed request gives continuous feedback.

Can we add questions about a new HR system?

Yes. Add two or three questions about the system for one round, and remove them once it has settled in.

HR services satisfaction survey template: 14 questions about the service HR gives