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  1. Surveys
  2. 2012
  3. August
  4. P
  5. Philips Innovation Services
0%
Exit Survey »
 
PInS complaint handling procedures
Yes No N.A.
Have you ever dealt with a customer complaint during your career at PInS?
Have you ever heard of the customer complaint handling procedure (CAPA) within PInS?
 
 
Satisfaction (complaint handling)
Completely disagree 2 3 4 5 6 Completely agree
I am not happy with how PInS organizes the complaint handling.
PInS does everything to solve customer complaints.
Most of the complaints are not handled the way they should have been handled.
I am pleased with the way how PInS handles customer complaints.
 
 
Attitude towards complaining
Completely disagree 2 3 4 5 6 Completely agree
Most people do not make enough complaints to businesses about unsatisfactory products.
I feel a sense of accomplishment when I have managed to get a complaint taken care of satisfactorily.
People are bound to end up with unsatisfactory products once in a while so they should not complain.
It bothers me quite a bit if I do not complain about an unsatisfactory product.
It sometimes feels good to get my dissatisfaction and frustration with the product off my chest by complaining.
I often complain when I am dissatisfied with businesses or products, because I feel it is my duty to do so.
I do not like people who complain to stores because usually their complaints are unreasonable.
People have a responsibility to society to tell stores or manufacturers when products are unsatisfactory.
 
 
Willingness to report service complaints
Completely disagree 2 3 4 5 6 Completely agree
I report to management about incidents in which customers complain about problems.
I report to my direct manager about problems customers encounter even if a customer has told me that he or she wants to complain about service.
I feel comfortable discussing problems encountered with a dissatisfied customer with my direct manager.
I am willing to tell my direct manager about difficulties I had when serving customers.
 
 
Service climate
Completely disagree 2 3 4 5 6 Completely agree
The general attitude towards customer complaint within PInS is negative.
My management evaluates quality of service to customers.
My management promotes the formal registration of complaints.
My management appreciates quality service.
My management invests in training in order to deliver superior service.
My management encourages employees to suggest improvements in service.
My management has a negative attitude towards reported customer complaints.
 
 
Empowerment
Completely disagree 2 3 4 5 6 Completely agree
I have the professional knowledge needed to perform my work properly.
I am sure of my competence to perform my work efficiently.
I am convinced that I have the skills to do my work well.
I have the freedom to decide how to perform my work.
I can decide how to perform my work.
I have many opportunities for independence in performing my tasks.
I have the authority to deal on the spot with customer-related problems.
The management encourages me to deal with customers’ problems myself.
The management gives me freedom to take care of customers’ special requests.
My job gives me freedom to find solutions for customers’ requests.
 
 
Organizational citizenship behavior
Completely disagree 2 3 4 5 6 Completely agree
I make constructive suggestions for service improvement.
I present creative solutions to customer problems.
I follow through on promises to customers.
I believe that good service providers should think first about the customers’ requirements.
It is important to me to be courteous to customers.
The organization matters to me.
I encourage co-workers to contribute improvements.
I adhere to all organizational service procedures.
 
 
Organizational Learning - Managerial Commitment
Completely disagree 2 3 4 5 6 Completely Agree
The managers of PInS frequently involve their staff in important decision making processes.
Employee learning is considered more of an expense than an investment.
The firm’s management looks favorably on carrying out changes in any area to adapt to and/or keep ahead of new environmental situations.
Employee learning capability is considered a key factor in PInS.
In PInS, innovative ideas that work are rewarded.
 
 
Organizational Learning - Openness and experimentation
Completely disagree 2 3 4 5 6 Completely agree
PInS promotes experimentation and innovation as a way of improving the work processes.
PInS follows up what other firms in the sector are doing, adopting those practices and techniques it believes to be useful and interesting.
Experiences and ideas provided by external sources (advisors, customers, training firms, etc.) are considered a useful instrument for PInS’ learning.
Part of PInS culture is that employees can express their opinions and make suggestions regarding the procedures and methods in place for carrying out tasks.
 
 
Organizational Learning - Knowledge transfer and integration
Completely disagree 2 3 4 5 6 Completely agree
Errors and failures are always discussed and analyzed in PInS, on all levels.
I will always try to determine the cause of a customer complaint instead of just providing the solution.
Employees have the chance to talk among themselves about new ideas, programs, and activities that might be of use to PInS.
In PInS, teamwork is not the usual way to work.
I will do anything in my power to prevent customer complaints from happening again.
PInS has instruments (manuals, databases, files, organizational routines, etc.) that allow what has been learnt in past situations to remain valid, although the employees are no longer the same.
All employees have generalized knowledge regarding PInS objectives.
All parts that make up PInS (departments, sections, work teams, and individuals) are well aware of how they contribute to achieving the overall objectives.
All parts that make up PInS are interconnected, working together in a coordinated fashion.
 
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