C-SAT Results

General Questions

1. We have 100% executive sponsorship towards building a World-Class Customer Experience organization at every level of senior leadership. Strongly Agree
2. I am extremely satisfied with the level of customer service our organization delivers. Somewhat Agree
3. Our customer service is better today than it was a year ago. Strongly Agree
4. If we continue our current practices, I am 100% confident that our customer service will be better a year from now than it is today. Strongly Agree
5. It is extremely easy for our customers to do business with our organization, with regards to technology, payment methods, policies, use of website, phone systems, human accessibility, availability of product and hours of operation. Strongly Agree
6. The service aptitude of our employees is very high. Somewhat Agree
7. Our company does not outsource customer service departments. Somewhat Agree
8. Deficient customer service by any employee is immediately addressed. Strongly Agree
9. Unacceptable behavior to a customer has led to employee dismissal. Strongly Agree
10. Our company’s customer service is stronger than our competitors. Strongly Agree
11. Our company will refuse business if it compromises our quality of service. Strongly Agree
12. We have someone in charge of our company’s Customer Experience. Strongly Agree
13. Our company’s customer service is one of our strongest competitive advantages. Strongly Agree
14. As a result of our customer service, we do not have to compete on price. Somewhat Agree

A Customer Service Vision Statement

1. Our company has a strong service vision which instills service passion in all employees. Strongly Agree
2. Our employees can articulate what our service vision is. Neutral
3. Our employees are educated on how critical their role is in successfully delivering our service vision. Strongly Agree
4. Our company articulates our service vision to all NEW employees during their orientation. Strongly Agree
5. Our company articulates our service vision to all EXISTING employees through various communications (i.e., signage, meetings). Strongly Agree
6. Our company not only teaches all employees what the service vision is, but HOW every employee should deliver it with every customer every time (i.e. Pillars) Neutral
7. Our front-line employees understand and relate to our service vision. Strongly Agree
8. Our service vision is measurable, actionable, observable, & trainable. Strongly Agree

Creating a World-Class Internal Culture

1. We have a daily staff meeting/huddle with employees, in person or virtually, at the start of each shift. Somewhat Disagree
2. Our company’s culture was created intentionally by design with constant focus on company values, not just shared at new employee orientation and posted on the walls. Strongly Agree
3. Our employees police each other on meeting customer service standards. Somewhat Agree
4. Our internal/employee culture is very strong. Strongly Agree
5. Prospective employees go through multiple interviews before being offered a position. Somewhat Agree
6. It is more difficult to obtain a position in our company than our competitors because of our strict hiring process and expectations. Neutral
7. Our company/department is not understaffed. Somewhat Agree
8. Turnover at our organization is significantly better than our industry standard. Somewhat Disagree
9. Customer service skills are a major part of our hiring, screening and selection process. Strongly Agree
10. Customer service is a key factor in our review and promotion process. Somewhat Agree
11. All potential employees are made aware of our high customer service standards and expectations. Strongly Agree
12. Customer service standards and expectations are discussed during the interview process. Strongly Agree
13. It is clear to prospective employees that failure to meet customer service standards will prohibit long-term employment. Somewhat Agree
14. Our company proactively interviews and hires, not just when we are short staffed. Strongly Agree
15. We have high employee morale and low employee turnover. Neutral

Non-Negotiable Experiential Standards

1. Employees are consistently warm and welcoming and smile during customer interactions. Strongly Agree
2. Employees are taught to focus on what they can do versus just saying the word “No” to a customer. Strongly Agree
3. Our company has a short set of universal non-negotiable standards, regardless of department or position, that every employee must execute. (i.e. Never & Always) Strongly Agree
4. This list of non-negotiable standards are specific, not generalizations. Somewhat Agree
5. Every employee knows this list 100%. Neutral

Secret Service Systems

1. Our customer facing employees are well trained at building instant rapport with new and existing customers. Somewhat Agree
2. We balance providing human experience with technical, digital, and self-service channels. Somewhat Agree
3. We use a system that helps employees recognize new customers differently than existing customers (that even new employees are able to follow). Neutral
4. Employees always introduce themselves to each customer they have an encounter with. Strongly Agree
5. Employees are taught to capture customer intelligence (i.e. F.O.R.D. family, occupation, recreation, & dreams). Somewhat Agree
6. Employees are taught to incorporate customer intelligence (i.e. F.O.R.D. family, occupation, recreation, & dreams) that has been acquired in the past. Strongly Agree
7. There is a place for employees to document customer intelligence (i.e. CRM system). Somewhat Agree
8. Employees use the customer’s name at least 2 times during each encounter. Somewhat Agree
9. Our company has a clear system for acknowledging VIP customers that even new employees are able to follow. Neutral
10. We utilize a VIP program to provide special perks for our top customers. Neutral

Training To Provide a World-Class Customer Experience

1. Our company distinguishes between operational standards (processes) and experiential standards (hospitality). Strongly Agree
2. Our company has nonnegotiable customer service standards at every point of customer contact. Strongly Agree
3. Employees are trained on customer service, i.e. soft skills, interaction, and service recovery. Strongly Agree
4. Our employees are fully trained on customer service skills before they are permitted to start interacting with customers. Neutral
5. Our employees are screened and continually tested on their service aptitude. Somewhat Agree
6. We have customer non negotiable standards, for each point of customer contact, are documented and used to train every new hire. Strongly Agree
7. All employees are tested and certified on our nonnegotiable customer service standards. Somewhat Agree
8. We provide soft-skill customer service training for all NEW employees regardless of their position. Somewhat Agree
9. We provide soft-skill customer service training and recertification for all EXISTING employees at least annually. Neutral
10. Our customer experience cycle is well outlined and our employees understand each stage that applies to the customer stages they are responsible for. Strongly Agree
11. How many hours of CUSTOMER SERVICE TRAINING, soft skill, nontechnical training, does your company provide to each NEW employee? N/A
12. Our employees are constantly taught about looking at things from the customer’s perspective “shoes of the customer”. Strongly Agree
13. Even our employees that have positions that do not directly deal with external customers are trained on the customer service soft skills and understand their customers are the internal employees. Strongly Agree

Implementation and Execution

1. New initiatives are introduced slowly and do not overwhelm employees. Somewhat Agree
2. Employees are aware of new initiatives that will be rolled out with plenty of lead time for training. Strongly Agree
3. Our managers coach and immediately address inconsistencies with our customer service standards. Strongly Agree
4. We monitor our service standards and know who is executing them and who is not. Strongly Agree
5. Our organization consistently follows through on the execution of new initiatives. Somewhat Agree
6. Before rolling out anything new, we beta test it with a sample size of our operations to work out the kinks before rolling it out company wide. Neutral
7. Every level of our organization, from Senior leadership down to front-line customer facing employees are tested and certified that they were trained and retained new systems launched. Somewhat Agree

Zero Risk

1. Our company receives very few complaints concerning our customer service. Strongly Agree
2. Any of our employees would know how to make it right if we dropped the ball on a customer. Strongly Agree
3. Our website includes a direct number, on each page, for customers to contact a person directly if they have a challenge. N/A
4. Every employee feels they are empowered to satisfy a customer challenge. Strongly Agree
5. Every employee would take it upon themselves to satisfy a customer challenge. Strongly Agree
6. We have a defined able service recovery protocol in place that all employees are trained on to resolve when a customer is upset. Strongly Agree
7. Employees know they are empowered to do what it takes to make things right without any fear of getting in trouble. Strongly Agree
8. Employees know how to make things right without guidance or approval. Strongly Agree
9. Our employees trust our customers. Strongly Agree
10. Our employees make our customers feel that the Customer is never wrong. Strongly Agree
11. Every member of our staff delivers outstanding customer service, even when difficult challenges arise. Strongly Agree
12. All employees are aware of potential service defects at every point of customer contact. Somewhat Agree
13. All employees are tested on their awareness of potential service defects at every point of customer contact. Somewhat Agree
14. Our employees use positive language and ALWAYS avoid saying the word “no” to the customer. Strongly Agree
15. Customers can easily communicate with senior leadership. Strongly Agree
16. Our organization considers everything our problem, regardless of whose fault it may be. Somewhat Agree
17. Our employees are trained to find suitable alternatives to things they cannot say “yes” to. Somewhat Agree
18. We do not allow our employees to hide behind” policy”. Somewhat Agree
19. Our organization does not create policies that punish the majority of our customers for what we are afraid of the small minority will do. Strongly Agree
20. Our organization has (and continues) to remove any forms of negative cues (negative signage, wording, terminology, etc.) Strongly Agree

Creating an Above-and-Beyond Culture

1. Our employees are aware of the most common opportunities to go above and beyond with customers. Strongly Agree
2. Employees constantly seek ways to go above and beyond for the customer. Strongly Agree
3. We publicize above-and-beyond stories & feedback back to all of our employees. Somewhat Agree
4. All employees are tested on their ability to recognize above-and-beyond opportunities at every point of customer contact. Strongly Agree
5. Our organization utilizes an established award to recognize employees that go above and beyond on a regular basis. Somewhat Agree
6. Employees have no fear that they will get into trouble for going above & beyond for a customer. Strongly Agree

Measuring Your Customer’s Experience

1. We have a formal process in place to follow up with each and every customer challenge. N/A
2. We have a clearly defined means of measuring customer satisfaction objectively. Strongly Agree
3. We have a defined process to track customer comments and trend issues for internal process improvement. Strongly Agree
4. We use results from our customer service measurement program to consistently improve our service. Strongly Agree
5. Our company has an established process to follow-up with inactive customer to understand why they haven’t purchased recently. Strongly Agree
6. We use information from our lost customers to improve our processes or service. Strongly Agree
7. We use a formalized contact plan to communicate with all customers on a regular basis. Strongly Agree
8. We use a third-party service to conduct customer satisfaction surveys with our customers. N/A
9. Customer satisfaction results impact our managers’ compensation and incentives. N/A
10. Our organization makes it easy for any customer to share their experiences. Strongly Agree
11. Our organization encourages customer feedback. Strongly Agree
12. Every member of our organization understands the strong emphasis the company places on our customer satisfaction scores & feedback. Strongly Agree

World-Class Leadership

1. The service aptitude of our management team is very high. Strongly Agree
2. All of our managers, regardless of location/department, know how to create a world-class internal culture. Strongly Agree
3. Our company has training programs that coach managers in monitoring the employee lifecycle (stages of their career). Strongly Agree
4. Our company’s senior management has regular contact with our customers. Somewhat Agree
5. Customer service performance is a component linked to management compensation. Strongly Agree
6. All managers are empowered and trusted to use their best judgment when handling a customer crisis. Strongly Agree
7. All managers are aware of potential service defects at every point of customer contact. Somewhat Agree
8. All managers are tested on their awareness of potential service defects at every point of customer contact. N/A
9. Management clearly understands the financial advantage of being a world-class customer service organization. Strongly Agree