PRA Climate Surveys
PRA Climate surveys
can be distinguished from traditional employee surveys in that the focus of each
climate survey is on specific policies and practices that define a strategic emphasis
of the organization. It is possible to measure multiple climates within an organization,
each reflecting a unique strategic emphasis, including the climate for service,
the climate for innovation, the climate for safety, etc.
Climate surveys are
thus uniquely diagnostic in that they identify the extent to which specific practices
are expected and rewarded in a manner consistent with the strategic goals of management.
Moreover, PRA climate surveys provide data that distinguishes between climate
level and consistency, both of which can be important factors in contributing
to the success of strategic goal attainment.
Assessment
of Service Climate: The PRA Global Service Climate Index©
Much of
the significant work in climate measurement has been conducted by Dr. Benjamin
Schneider, PRA Senior Research Fellow. Focusing predominately on service quality,
this research convincingly demonstrates that policies and procedures focused directly
on service quality are essential to creating positive customer experiences. Based
on years of pioneering research, Dr. Schneider has developed an assessment of
service climate and service quality that predicts customer perceptions of service
quality over significant time periods. This assessment measure, the PRA Global
Service Climate Index©, is available exclusively from PRA, and can be used as
a stand-alone survey or imbedded as part of a larger survey process. Specific
subscales measure Work Facilitation, Inter-department Service, Customer Orientation,
Managerial Practices and Customer Feedback in addition to Global Service Climate.
