Instructions

This questionnaire will be easy to complete. Read each statement, and select the choice that most accurately describes:

· Your view

· The organization's view

It is important to note that the data provided by this assessment will only be valid and useful if the person completing the questions is as honest and accurate as possible, and focuses on what they perceive to be true at the present time—not what they might or should say if things were a little different in the future.

View the System Requirements for this assessment.

Service Leadership, Vision, and Commitment
1. A clear vision exists of what service excellence should look like.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
2. Service values are well communicated and understood.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
3. Customer service improvement strategies are translated into specific goals and strategies.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
4. Lifelong learning about customers is valued and practiced.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
5. There is regular debate and discussion at work about customers and their needs.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
6. Customer service excellence is demonstrated every day: people "walk the talk".
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
7. Role modeling is used consistently to demonstrate what good customer commitment "looks like".
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
8. The customer is the number-one priority.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
 
Feedback and the Voice of the Customer
9. Customer feedback is regularly sought, both formally and informally.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
10. Most customers feel that there is a sense of warmth and empathy on the part of the company.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
11. People find the time to talk directly with customers.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
12. What customers are saying to front-line service staff is well understood.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
13. Customer complaints are welcomed as opportunities to improve.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
14. Customer feedback is regularly shared and discussed with others.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
15. Training in active listening is available and encouraged for those who need it.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
16. Customer comments are systematically collected and categorized for analysis and action.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
 
Establishing Service Standards
17. Customers completely understand the standards of service that we strive for.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
18. Customer service excellence is a prime part of the job description.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
19. Everyone understands what they can do to rectify a problem with poor service ("recovery").
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
20. There is a high commitment to quality and professionalism in all customer dealings.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
21. The organization explains clearly and precisely what should be done to serve the customer well.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
22. Policies and procedures regarding customer service excellence are available and understood.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
23. Standards are quickly adjusted according to customer comment and feedback.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
24. The difference between poor, average, and excellent service is always very clear.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
 
Empowering People to Serve the Customer
25. Ideas on how to serve the customer more effectively are regularly communicated.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
26. Front-line customer-contact people are given the resources and support they need in order to do their job.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
27. Training in how to provide excellent customer service is available and regularly attended.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
28. The concept of the "internal customer" is well understood and practiced.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
29. There is a strong commitment to and accountability for doing whatever it takes to meet customer needs.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
30. Suggestions for improving customer service are carefully considered and acted on where appropriate.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
31. Product and service knowledge is high.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
32. The stresses and strains of dealing with some customers and some complaints is fully appreciated.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
 
Customer-Serving Processses and Systems
33. Service mediocrity is never tolerated at any level.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
34. People here know which staff members are able to resolve problems for customers.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
35. Discussions are often held with suppliers to find ways of improving the overall quality of customer service.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
36. There is a process for actively seeking information in order to continuously improve service quality.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
37. Considerable effort is made to avoid minor errors regarding service.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
38. Customer service performance is tracked and measured over time.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
39. Customers can gain easy and friendly access to the staff so their needs will be met.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
40. There is a sound system in place for ensuring that the same customer problem does not reoccur.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
 
Rewards and Recognition for Service Excellence
41. Performance excellence in serving customer is highly valued.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
42. Tangible rewards are available for "going the extra mile" for the customer.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
43. It is important to recognize those who provide excellent service; they are role models for others.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
44. Face-to-face personal appreciation for service excellence is often shown.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
45. People are rewarded or promoted on a regular basis as a result of their outstanding commitment to customer service.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
46. Customer service awareness "events" are a regular part of work activities.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
47. People are more often "caught doing something right" rather than "caught doing something wrong".
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   
48. Outstanding customer commitment is celebrated individually and with the team.
Strongly agree    Agree    Disagree    Strongly disagree   
Organization
Strongly agree    Agree    Disagree    Strongly disagree   

Price for this assessment $24.95


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