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Question |
Score |
| 1. As an organization, our customer’s
overall experience doing business with us day after day is as important to our
future as the quality and value of our products or services? |
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| 2. Our policies and
procedures are designed to demonstrate how much we value our customers? |
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3. As an organization, we value creativity
and individuality in our employees? |
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4. Doing business with us is pleasant,
stress free, and generally fun? |
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| 5. Continually improving our service
delivery process is a top priority in our company? |
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6. We actively solicit customer feedback
about how we can make our processes more convenient? |
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| 7. When it comes to adding value for our
customers, there are no practices, policies, processes or structures that are
“Off-Limits” for discussion? |
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| 8. We look to the service standards of the
other industries for ideas about how to improve? |
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| 9. As employees, we are rewarded and
recognized more frequently for pleasing customers and solving problems than for
generating a high sales volume. |
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10. Our organization solicits feedback from
frontline employees in developing policies and procedures that affect customers?
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| 11.
Customers rarely become angry or frustrated with our policies and
procedures? |
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| 12. Our front line employees get high job
satisfaction rating and have low turnover. |
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| 13. We can identify our most loyal
customers. |
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14. We collect information about individual
customer preferences and use it to serve customers better. |
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| 15. The front line employees collect
customer feed back preferences. |
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| 16. At every point of contact, we encourage
our customers and give them opportunities to gives us feedback about our
service, in writing or in person. |
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17. We have very few limits as to what we
will do to resolve a customer complaint to his or her satisfaction.
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18. Employees who succeed at “turning
around” a dissatisfied or angry customer are heroes whose stories are shared
through the organization. |
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| 19. We are able to resolve our mistakes and
customer complaints quickly, positively and distinctively. |
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| 20. Front line employees are rewarded and
recognized for their problem solving creativity. |
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21. We acknowledge our most loyal customers
with our best “Deals,” and regularly thank them for their business.
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| 22. We focus more time, energy and resources
on retaining our customers than on recruiting new customers. |
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23. We give our loyal customers more
incentives to keep doing business with us than we give to prospective customers.
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24. We notice when a regular customer stops
doing business with us, and are able to take steps to learn why. |
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