In business environment, the competition for talented staff is fierce. Companies spend a great deal of money on human resources programs designed to attract, develop and retain a workforce of talented staff. Thus, many companies frequently audit their human resources programs to determine the quality of service being provided to their staff.
The following is a brief description of the determinants of service quality and functional service areas assessed by the non-management version of the a standard Human Resources Survey.

Determinants of Service Quality: Where appropriate, each HR functional area is assessed according to the following service quality determinants.

• Accessibility: Staff are accessible and easy to contact
• Responsiveness: Staff are responsive to customer needs
• Courtesy: Staff are friendly and courteous
• Competence: Staff have the skills and abilities to provide quality service
• Knowledge of Customer Needs: Staff understand the needs of their customers
• Clarity: Information received from staff is clear and accurate
• Cost-Effectiveness: Programs and services provided are cost-effective