Assessment 3: Analysis of Telstra HR Services Survey Report

This report presents the findings of a customer satisfaction survey conducted on Telstra's Human Resource (HR) services. The survey explores various aspects of the HR services, including service quality, helpfulness of customer support, wait times, collaboration abilities, and overall satisfaction levels. The report analyzes customer responses, providing insights into areas where Telstra excels and areas needing improvement. The findings indicate that a significant percentage of customers are satisfied with the quality of HR services, though there are also areas where improvements can be made. Based on the survey results, the report offers recommendations for Telstra to enhance its HR services, such as leveraging HR technology, developing HR expertise, and focusing on customer satisfaction. The report concludes with a list of references used in the analysis.

Human Resource Survey
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Assessment 3
Table of Contents
Task 1..........................................................................................................................................................2
Task 2..........................................................................................................................................................3
Task 3..........................................................................................................................................................9
Findings...................................................................................................................................................9
Recommendations.................................................................................................................................10
References.................................................................................................................................................11

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Assessment 3
Task 1
Development of Customer Survey
1. What is the quality of the HR services of Telstra?
2. How helpful is the customer support for HR services?
3. How often do you have to wait on hold when calling HR services at Telstra?
4. How satisfied are you with the ability to collaborate with other users on HR services?
5. Overall, how satisfied or dissatisfied are you with Telstra?
6. Overall, are you satisfied with the HR services at Telstra, neither satisfied nor dissatisfied
with it, or dissatisfied with it?
7. How long have you been a customer of Telstra?
8. How likely is it that you would recommend HR services of Telstra to a friend or colleague?
9. Which of the following words would you use to describe HR services? Select all that apply.
10. How likely are you to use HR services again in the future?

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Assessment 3
Task 2

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Task 3
Findings
57.14% of the customers have agreed that the HR services of Telstra are of very high quality,
14.29% have admitted the high quality of HR services and 28.57% have said that HR services
are neither of high quality nor of low quality in Telstra. 33.33% admitted that Telstra is
extremely helpful, 44.44% have agreed that HR services are very helpful and 22.22% has said
that HR services are somewhat helpful in giving support to the clients (Brewster, 2017). 40% of
the customers of Telstra has agreed that they do not have to wait on hold while calling the HR
services in Telstra, whereas 20% of clients have said that they always have to wait, 10% of the
Telstra’s customers that they have to wait half the time, 20% has admitted that they have to wait
once in a while, whereas the 10% have agreed that they have waited most of the time ( Tung,
2016).20% has admitted that they are extremely satisfied, 50% has agreed that they are very
satisfied, 20% has said that they are somewhat satisfied and 10% has confessed that they are not
so satisfied by the ability to collaborate with the other customers of HR services of Telstra.
44.44% customers agreed that they are very satisfied, 33.33% are somewhat satisfied and
22.22% are neither satisfied nor dissatisfied with Telstra. 40% are extremely satisfied, 20% are
moderately satisfied, 10% are neither satisfied nor dissatisfied, 20% are slightly satisfied and
10% are slightly dissatisfied with the HR services of Telstra. 10% is the first purchase, 30% is
less than 6 months, 10% is six months more, 10% is 1-2 years and 40% is 3 or more years
associated with Telstra (Albrecht et al., 2015). 44.44% of the customers are likely to recommend
the HR services of Telstra to their friend or colleague, 33.33% are less likely to recommend and
22.22% are most likely to suggest the HR services of Telstra to their friend or their colleague
(Ogunyomi and Bruning, 2016). 55.56% have agreed that HR services of Telstra are reliable,
44.44% have said that the HR services of Telstra are unique, 33.33% have admitted that the HR
services are useful to them and 22.22% have said that it is a good value of money for them. 33%
has admitted and 22.22% have not agreed to use the HR services of Telstra again in the future.

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Assessment 3
Recommendations
Although from the findings of the survey it is clear that the HR services of Telstra are of high
quality and most of the customers are extremely satisfied with the HR services, some
recommendations can be given to HR services of Telstra.
 The HR services of Telstra have to increase their capability more to utilize HR
technology so that they could improve their productivity.
 The HR department of Telstra have to an HR expert and not just a customer service
provider of HR service department.
 The HR service department have to examine more on the external resources in place of
increasing the headcounts of Telstra.
 The HR service team have to focus more on the satisfaction level of the customers of
Telstra.

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Assessment 3
References
Albrecht, S.L., Bakker, A.B., Gruman, J.A., Macey, W.H. and Saks, A.M., 2015. Employee
engagement, human resource management practices and competitive advantage: An integrated
approach. Journal of Organizational Effectiveness: People and Performance, 2(1), pp.7-35.
Brewster, C., 2017. The integration of human resource management and corporate strategy.
In Policy and practice in European human resource management (pp. 22-35). Routledge.
Ogunyomi, P. and Bruning, N.S., 2016. Human resource management and organizational
performance of small and medium enterprises (SMEs) in Nigeria. The International Journal of
Human Resource Management, 27(6), pp.612-634.
Tung, R.L., 2016. New perspectives on human resource management in a global
context. Journal of World Business, 51(1), pp.142-152.