Frontline Employee Engagement, Creativity, Performance Survey Data

This document presents a comprehensive survey instrument designed to assess various facets of frontline service employee experiences, focusing on engagement, creativity, and performance. The survey encompasses several key areas, including the generation of creative ideas (EC), employee energy and enthusiasm (EE), job characteristics (JC), team service climate (SC), work facilities, interdepartment service, job performance (JP), and employee empowerment (E). Questions are structured to gauge the frequency and extent to which employees exhibit innovative thinking, experience energy and purpose in their work, perceive variety and autonomy in their roles, contribute to a positive service climate, and receive adequate support and resources. The survey also explores aspects of job performance, such as punctuality, initiative, and the ability to meet job requirements. This survey aims to provide valuable insights into the factors that influence employee engagement, creativity, and performance in frontline service roles.

EC1) Suggests new ways to achieve goals or objectives.
EC2) Comes up with new and practical ideas to improve performance.
EC3) Searches out new technologies, processes, techniques, and/or product
ideas.
EC4) Suggests new ways to increase quality.
EC5) Is a good source of creative ideas.
EC6) Is not afraid to take risks.
EC7) Promotes and champions ideas to others.
EC8) Exhibits creativity on the job when given the opportunity to.
EC9) Develops adequate plans and schedules for the implementation of new
ideas.
EC10) Often has new and innovative ideas.
EC11) Comes up with creative solutions to problems.
EC12) Often has a fresh approach to problems.
EC13) Suggests new ways of performing work.
EE1) At my workplace, I feel so energetic.
EE2) I find my work totally meaningful and full of purpose.
EE3) Time flies when I'm working.
EE4) At my job, I feel strong and vigorous.
EE5) I am enthusiastic about my job.
EE 6) When I am working, I forget about other things around me.
EE7) My job inspires me.
EE8) When I get up in the morning, I feel like going to work.
EE9) I feel happy when I work so intensely.
EE10) I am proud of the work that I do.
EE11) I am immersed in my work.
EE12) I can work for very long hours at a time.
EE13) My job is challenging for me
EE14) I get carried away when I’m working.
EE15) At my job, I am very resilient, mentally.
EE16) It is difficult to detach myself from my job.
EE17) At my work I always persevere, even when things do not go well.

JC1) To what extent do you start work that is finished by another employee?
JC2) How much variety is there in your job?
JC3) How much are you left on your own to do your own work?
JC4) How often do you see projects or jobs through to completion?
JC5) To what extent do you find out how well you are doing on the job as you
are working?
JC6) How much opportunity is there to meet individual whom you would like to
develop friendship?
JC7) How much of your job depends upon your ability to work with others?
JC8) How repetitious are your duties?
JC9) To what extend are you able to act independently of your supervisor in
performing your job function?
JC10) To what extend do you complete work that has been started by another
employee?
JC11) To what extend do you receive information from your supervisor on your
job performance?
JC12) To what extent do you have the opportunity to talk informally with other
employees while at work?
JC13) To what extend is dealing with other people a part of your job?
JC14) How similar are the task you perform in a typical work day?
JC15) To what extend are you able to do your job independently of others?
JC16) to what extent is your job equivalent to being one small cog in a big
machine?
JC17) To what extend the result of your job clearly evident?
JC18) The feedback from my supervisor on how well I am doing.
JC19) Friendship from my co-workers.

JC20) The opportunities to talk to others on my job?
JC21) The opportunities to do a number of different things.
JC22) The freedom to do pretty much what I want on my job.
JC23) The degree to which the work I’m involved with it handled from
beginning to end by myself.
JC24) The opportunities to find out how well I’m doing on my job.
JC25) The opportunity in my job to get to know other people.
JC26) Working pretty much by myself.
JC27) The amount of variety in my job.
JC28) The opportunity for independent thought and action.
JC29) The opportunity to complete work I started.
JC30) The feeling that I know whether I am performing my job well or poorly.
JC31) The opportunity to develop close friendship in my job.
JC32) Meeting with others in my work.
JC33) The control I have over the pace of my work.
JC34) The opportunity to do a job from the beginning to the end.
JC35) The extent of feedback you receive from individuals’ other than your
supervisor.
JC36) To what extent do you do a “whole” piece of work (as opposed to doing
part of a job which is finished by some other employee?)
JC37) The opportunity, in my job, to give help to other people?
SC1) Our team is continually working to improve the quality of service we
provide to ourcustomers.
SC2) Our team has specific ideas about how to improve the quality of service
we provideto customers.
SC3) Our team often makes suggestions about how to improve the service

quality of our organization.
SC4) In our team we put a lot of effort in attempting to satisfy customer
expectations.
SC5) No matter how we feel, we always put ourselves out for every customer
we serve.
SC6) Within our team, employees often go out of their way to help customers.
Work Facilities:
SC1) My manager is responsive to my requests for any help or guidance.
SC2) We have the manuals and resource materials that are require to work with
computer systems.
SC3) Employees have, or have access to, the product and policy information
they need to do their work in my business.
SC4) People in my business are adequately trained to handle the introduction of
new products and services.
Respondents were directed to report on the area in which they most
depended:
Interdepartment Service:
SC5) How would you rate the job knowledge of the staff in this area?
SC6) How would you rate the overall quality of service provided to you by this
area?
SC7) The staff in this area is very cooperative.
SC8) How would you rate the job knowledge and skills of employees in your
business to deliver superior quality work and service?
SC9) How would you rate efforts to measure and track the quality of the work
and service in your business?
SC10) How would you rate the recognition and rewards employees receive for
the delivery of superior work and service?
SC11) How would you rate the overall quality of service provided by your
business?
Sc12) How would you rate the leadership shown by management in your
business in supporting the service quality effort?
SC13) How would you rate the effectiveness of our communications efforts to
both employees and customers?
SC14) How would you rate the tools, technology, and other resources provided
to employees to support the delivery of superior quality work and service?

Sc15) My business does a good job keeping customers informed of changes
which affect them.
SC16) Top management in my business has a plan to improve the quality of our
work and service.
SC17) My manager is very committed to improving the quality of our area's
work and service.
SC18) My manager recognizes and appreciates high quality work and service.
SC19) My business asks our external customers to evaluate the quality of work
and service.
SC20) We are informed about external customer evaluations of the quality of
service delivered by my business.
JP1) Help other employees in their work when they are not present in office.
JP2) Exhibits punctuality by arriving at work on time in the morning and after
lunch breaks.
JP3) Volunteers to do things not formally required by the job.
JP4) Takes undeserved work breaks.
JP5) Takes initiative to orient new employees of the department even though it
is not part of his/her job description.
JP6) Exhibits attendance at work beyond the norm, for example, takes fewer
days off than most individuals use to take or fewer than allowed.
JP7) Help others when their work load increases (assists others until they get
overcome the hurdles).
JP8) Coasts towards the end of the day.
JP9) Gives advance notice if unable to come to work.
JP10) Spends long hours in personal telephone conversations.
JP11) Do not take unnecessary time off work.
JP12) Assist me in my duties.
JP13) Provides innovative suggestions to improve the overall quality of the
department.
JP14) Do not take extra breaks.
JP15) Willingly attend functions not required by the organization, but helps in
its overall image to get improved.
JP16) Do not spend a great deal of time in idle conversation.
JP 17) Achieve the objectives of the job.
JP18) Meets performance criteria.
JP19) Demonstrates expertise in all job-related tasks.
JP20) Fulfil all the requirements of the job.
JP21) Can manage more responsibility than typically assigned.
JP 22) Appears suitable for a higher-level role.
JP23) Is competent in all areas of the job, handles tasks with proficiency.

JP24) Performs well in the overall job by carrying out tasks as expected.
JP25) Plans and organizes to achieve objectives of the job and meet deadlines.
E1) I am permitted to use my own judgements in solving problems of the
customers.
E2) I have complete freedom in my work to serve customers.
E3) I am allowed to serve the customers the way I think is the best.
E4) I feel encouraged and enthusiastic to serve customers in my own ways.