Do you know your company service aptitude?

The Company Service Aptitude Test [C‑SAT™] is a free tool based on the The DiJulius Groups’ methodology to providing a World-Class Customer experience. It pinpoints the Service Aptitude Level of your organization and lets management know where the strengths and opportunities lie.

General Questions

Question 1

We have 100% executive sponsorship towards building a World-Class Customer Experience organization at every level of senior leadership.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

I am extremely satisfied with the level of customer service our organization delivers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our customer service is better today than it was a year ago.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

The service aptitude of our employees is very high.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

Our company does not outsource customer service departments.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

Deficient customer service by any employee is immediately addressed.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Unacceptable behavior to a customer has led to employee dismissal.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 10

Our company’s customer service is stronger than our competitors.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 11

Our company will refuse business if it compromises our quality of service.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 12

We have someone in charge of our company’s Customer Experience.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 13

Our company’s customer service is one of our strongest competitive advantages.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 14

As a result of our customer service, we do not have to compete on price.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

A Customer Service Vision Statement

Question 1

Our company has a strong service vision which instills service passion in all employees.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Our employees can articulate what our service vision is.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our employees are educated on how critical their role is in successfully delivering our service vision.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Our company articulates our service vision to all NEW employees during their orientation.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our company articulates our service vision to all EXISTING employees through various communications (i.e., signage, meetings).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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)

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

Our front-line employees understand and relate to our service vision.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

Our service vision is measurable, actionable, observable, & trainable.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Creating a World-Class Internal Culture

Question 1

We have a daily staff meeting/huddle with employees, in person or virtually, at the start of each shift.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our employees police each other on meeting customer service standards.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Our internal/employee culture is very strong.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Prospective employees go through multiple interviews before being offered a position.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

It is more difficult to obtain a position in our company than our competitors because of our strict hiring process and expectations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

Our company/department is not understaffed.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

Turnover at our organization is significantly better than our industry standard.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Customer service skills are a major part of our hiring, screening and selection process.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 10

Customer service is a key factor in our review and promotion process.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 11

All potential employees are made aware of our high customer service standards and expectations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 12

Customer service standards and expectations are discussed during the interview process.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 13

It is clear to prospective employees that failure to meet customer service standards will prohibit long-term employment.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 14

Our company proactively interviews and hires, not just when we are short staffed.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 15

We have high employee morale and low employee turnover.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Non-Negotiable Experiential Standards

Question 1

Employees are consistently warm and welcoming and smile during customer interactions.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Employees are taught to focus on what they can do versus just saying the word “No” to a customer.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

This list of non-negotiable standards are specific, not generalizations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Every employee knows this list 100%.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Secret Service Systems

Question 1

Our customer facing employees are well trained at building instant rapport with new and existing customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We balance providing human experience with technical, digital, and self-service channels.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

We use a system that helps employees recognize new customers differently than existing customers (that even new employees are able to follow).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Employees always introduce themselves to each customer they have an encounter with.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Employees are taught to capture customer intelligence (i.e. F.O.R.D. family, occupation, recreation, & dreams).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

There is a place for employees to document customer intelligence (i.e. CRM system).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

Employees use the customer’s name at least 2 times during each encounter.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Our company has a clear system for acknowledging VIP customers that even new employees are able to follow.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 10

We utilize a VIP program to provide special perks for our top customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Training To Provide a World-Class Customer Experience

Question 1

Our company distinguishes between operational standards (processes) and experiential standards (hospitality).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Our company has nonnegotiable customer service standards at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Employees are trained on customer service, i.e. soft skills, interaction, and service recovery.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Our employees are fully trained on customer service skills before they are permitted to start interacting with customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our employees are screened and continually tested on their service aptitude.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

We have customer non negotiable standards, for each point of customer contact, are documented and used to train every new hire.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

All employees are tested and certified on our nonnegotiable customer service standards.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

We provide soft-skill customer service training for all NEW employees regardless of their position.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

We provide soft-skill customer service training and recertification for all EXISTING employees at least annually.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 11

How many hours of CUSTOMER SERVICE TRAINING, soft skill, nontechnical training, does your company provide to each NEW employee?

  • 0
  • 1-5
  • 6-10
  • 11-15
  • 16 & up
  • N/A

Question 12

Our employees are constantly taught about looking at things from the customer’s perspective “shoes of the customer”.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Implementation and Execution

Question 1

New initiatives are introduced slowly and do not overwhelm employees.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Employees are aware of new initiatives that will be rolled out with plenty of lead time for training.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our managers coach and immediately address inconsistencies with our customer service standards.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

We monitor our service standards and know who is executing them and who is not.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our organization consistently follows through on the execution of new initiatives.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Zero Risk

Question 1

Our company receives very few complaints concerning our customer service.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Any of our employees would know how to make it right if we dropped the ball on a customer.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our website includes a direct number, on each page, for customers to contact a person directly if they have a challenge.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Every employee feels they are empowered to satisfy a customer challenge.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Every employee would take it upon themselves to satisfy a customer challenge.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

Employees know they are empowered to do what it takes to make things right without any fear of getting in trouble.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

Employees know how to make things right without guidance or approval.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Our employees trust our customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 10

Our employees make our customers feel that the Customer is never wrong.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 11

Every member of our staff delivers outstanding customer service, even when difficult challenges arise.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 12

All employees are aware of potential service defects at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 13

All employees are tested on their awareness of potential service defects at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 14

Our employees use positive language and ALWAYS avoid saying the word “no” to the customer.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 15

Customers can easily communicate with senior leadership.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 16

Our organization considers everything our problem, regardless of whose fault it may be.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 17

Our employees are trained to find suitable alternatives to things they cannot say “yes” to.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 18

We do not allow our employees to hide behind” policy”.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 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
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 20

Our organization has (and continues) to remove any forms of negative cues (negative signage, wording, terminology, etc.)

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Creating an Above-and-Beyond Culture

Question 1

Our employees are aware of the most common opportunities to go above and beyond with customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Employees constantly seek ways to go above and beyond for the customer.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

We publicize above-and-beyond stories & feedback back to all of our employees.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

All employees are tested on their ability to recognize above-and-beyond opportunities at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our organization utilizes an established award to recognize employees that go above and beyond on a regular basis.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

Employees have no fear that they will get into trouble for going above & beyond for a customer.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Measuring Your Customer’s Experience

Question 1

We have a formal process in place to follow up with each and every customer challenge.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We have a clearly defined means of measuring customer satisfaction objectively.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

We have a defined process to track customer comments and trend issues for internal process improvement.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

We use results from our customer service measurement program to consistently improve our service.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our company has an established process to follow-up with inactive customer to understand why they haven’t purchased recently.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

We use information from our lost customers to improve our processes or service.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

We use a formalized contact plan to communicate with all customers on a regular basis.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

We use a third-party service to conduct customer satisfaction surveys with our customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Customer satisfaction results impact our managers’ compensation and incentives.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 10

Our organization makes it easy for any customer to share their experiences.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 11

Our organization encourages customer feedback.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 12

Every member of our organization understands the strong emphasis the company places on our customer satisfaction scores & feedback.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

World-Class Leadership

Question 1

The service aptitude of our management team is very high.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

All of our managers, regardless of location/department, know how to create a world-class internal culture.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our company has training programs that coach managers in monitoring the employee lifecycle (stages of their career).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Our company’s senior management has regular contact with our customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Customer service performance is a component linked to management compensation.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 6

All managers are empowered and trusted to use their best judgment when handling a customer crisis.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 7

All managers are aware of potential service defects at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 8

All managers are tested on their awareness of potential service defects at every point of customer contact.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 9

Management clearly understands the financial advantage of being a world-class customer service organization.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A