Customer Service Reality Check

1.
Our corporate mission and strategy recognizes the customer as number one.
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2.
Our firm's initiatives are defined in terms of adding value for our customers.
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3.
Our customers expect consistent no excuses service as a matter of course.
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4.
Our customers are at the top of the pyramid, even ahead of shareholders.
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5.
Our customer related strategies are integrated with all our initiatives and operations.
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7. We consistently exceed our customers' expectations for value and quality in our products, systems and services. 1 2 3 4 5
8.
We consistently go beyond satisfaction to find new ways to add value to our relationship with our customers.
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9.
Customer service is a collective organizational responsibility.
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10.
Anyone who interacts with a customer is in a position to enhance or jeopardize the relationship.
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11.
Quality is defined not so much by our standards as by what the customer needs and wants, and that perception changes over time.
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12.
Our customers come first, in good times and in tough times.
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13.
We are really committed to customer service.
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14.
Our employees understand our customer focus and know how to respond to customer needs.
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15.
We ensure that every employee is clear about the fundamental purpose of creating and retaining customers profitably. 
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16.
Our associates at all levels are looking outwards for opportunities to hear customers more directly and solve their problems faster and better than ever before.
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17.
The roles of our employees have expanded to better respond to the range of customer requirements.
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18. Our people know how to listen to our customers, find out what they need, and provide solutions that help them make money. 1 2 3 4 5
19.
Our recruiting, selection, reward, and performance appraisal systems are all structured to recognize and reward customer focus and service excellence.
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20.
Our associates have become much more active in differentiating customer needs.
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21. We teach our associates that they are all service providers and emphasize their role in customer retention. 1 2 3 4 5
22.
Our associates are being more creative in developing solutions for customers.
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23. Our associates are advocates of our customers within our organization. 1 2 3 4 5
24. Within our organization we treat ourselves as internal customers and strive to deliver service and value. 1 2 3 4 5
25. Our customer driven mission is constantly communicated to all employees. 1 2 3 4 5
26. We educate our associates to serve customers better. 1 2 3 4 5
27. We constantly update our technology and the skills of our people to respond to new technological advances and shifting customer demands. 1 2 3 4 5
28. Our marketing executives spend the majority of their time out in the field with dealers and end purchasers of our products. 1 2 3 4 5
29. We have become better at listening to the voice of the customer. 1 2 3 4 5
30. We listen to our customers, capture their ideas, complaints and expectations, and turn them into action and improvement. 1 2 3 4 5
31. We obtain direct input from our customers in the development cycle of new products and services. 1 2 3 4 5
32. We know our customers' businesses inside and out. 1 2 3 4 5
33. We show our customers how they can make or save money using our products, systems and services. 1 2 3 4 5
34. We look for gaps that exist between customer expectations and their perceptions of performance, and seize the opportunities to respond effectively. 1 2 3 4 5
35. We are structured to provide services as close to the customer as possible.  1 2 3 4 5
36. Our top ten customers have my home telephone number. 1 2 3 4 5
37. Our customers have a formal voice in our directions. 1 2 3 4 5
38. Our surveys tell us that our efforts are making a noticeable difference. 1 2 3 4 5
39. Customer complaints about service, quality, billings, and deliveries are decreasing. 1 2 3 4 5
40. We ask our customers what they need and how we are performing against their expectations of us. 1 2 3 4 5

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