Do You Know How Good Your Company’s Customer Service Really Is?

Do you really know how good your company, your locations, or departments are at customer service? The DiJulius Group has created an incredibly powerful tool, called the Company Service Aptitude Level Test (C-SAT), which not only pinpoints the Service Aptitude Level of your organization but, even more importantly, lets management know where your strengths and opportunities are in order to get to the next level.

There are five levels of company service aptitude.

Company Service Aptitude, The DiJulius Group

You can see by the above graphic that 38% of companies are average. Only 3% are considered World-Class (Level V) and 41% of companies are below average or unacceptable at customer service.

Now your management and employees can take the C-SAT absolutely free to find out your company’s service aptitude. There is no charge, and you can take this test online as many times as you want. Your results are confidential; no results are ever shared.

It will take approximately 15 minutes to answer all the questions. This test is designed so that individual departments may take it and score themselves independently. If you are taking it to determine the level of customer service delivered by your company, there are two approaches you can take:

(1) look at your entire organization’s customer service as a whole or

(2) look at the customer service of each individual department (i.e. sales, technical support, call center) or location. If you choose to take it by department or location, you will obviously have to take it once for each department or location you have.

This allows you to see what departments are stronger and which are weaker. Department scores may be averaged to find an overall company average.

The following is an example of what a C-SAT report looks like.

1csat, The DiJulius Group

Unnamed 1, The DiJulius Group

*Take the C-SAT now absolutely free!

Or receive a full C-SAT Company Review, A $750 value, free! Fill out the form at the bottom!

Action Plan

Everyone in your organization should take this test so that you get a cross section of feedback on how your internal employees feel your service is. You will also gain many other insights. For example, your managers may rate your customer service a Level 4, while your front-line employees rate it a 3. Whose perspective would be more accurate in this case? The front-line employees, since they are the ones interacting with the customers the most. This report also tells you specifically what areas are holding you back from being a Level IV or V customer service organization. Although you may only be a Level III customer service company, you may find you have strengths in hiring, customer recovery, above and beyond service. Your company’s low scores may be in training, culture, and customer service measurements. By focusing on these areas of opportunities, you can get those factors up a certain percent and elevate your company to the next level.

It is recommended that this test be taken quarterly, so you can track your company’s customer experience progress, uncover the areas you need to address, create strategies to improve each area, and retake it the following quarter. You can also compare departments and averages of managers’ scores.

Do You Know Who Your Competition Is?

Watch this 90-second video to learn who your real competition is.

Image1, The DiJulius Group

Through June 30th, The DiJulius Group is offering a full company C-SAT review, complimentary.  A $750 value, free!

Instead of taking the individual test on our site, we will set up a private, customized C-SAT for your entire company.  You can decide if you want everyone on the team to take it, executive team only, or any combination. While each person will only receive their own results, all answers from your team using the custom link will be compiled, on our platform, to give you a full view at the overall company Service Aptitude.  An advisor and consultant will then analyze your full results. We will send the totals over to you, and also schedule a call to go over the findings in detail with you.

Your custom link will be created within 1 business day.



About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.