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. Somewhat 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. Somewhat 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, traffic flows, availability of product and hours of operation. Strongly Agree
6. The service aptitude of our employees is very high. Strongly Agree
7. Our company does not outsource customer service departments. Strongly Agree
8. Deficient customer service by any employee is immediately addressed. Neutral
9. Unacceptable behavior to a customer has led to employee dismissal. N/A
10. Our company’s customer service is stronger than our major competitor’s. Strongly Agree
11. Our company will refuse business if it compromises our quality of service. Somewhat Disagree
12. We have someone in charge of our Customer Service department. Somewhat 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. Strongly Agree

Service Vision

1. Our company has a strong service vision which instills service passion in all employees. Somewhat Agree
2. Our employees can articulate what our service vision is. Somewhat Disagree
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. Somewhat Disagree
5. Our company articulates our service vision to all EXISTING employees through various communications (i.e., signage, meetings). Somewhat Disagree
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) Somewhat Disagree
7. Our front line employees can understand and relate to our service vision. Somewhat Agree
8. Our service vision is measurable, actionable, observable, & trainable. Somewhat Agree

Creating a World-Class Internal Culture

1. We have a daily staff meeting with employees, in person or by phone, at the start of each workday/shift. Strongly Disagree
2. Our company’s culture was created intentionally by design with constant focus on company values, not just announced. Somewhat Agree
3. Our employees police each other on meeting customer service standards. Somewhat Agree
4. Our internal/employee culture is very strong. Somewhat Disagree
5. Prospective employees go through multiple interviews before being offered a position. N/A
6. It is more difficult to obtain a position in our company than our competitor’s because of our strict hiring process and expectations. Somewhat Agree
7. Our company/department is not understaffed. Somewhat Disagree
8. Turnover at our organization is significantly better than our industry standard. Strongly Agree
9. Customer service skills are a major part of our hiring, screening and selection process. Somewhat Agree
10. Customer service is a key factor in our review and promotion process. Strongly Agree
11. All applicants are prescreened with a required customer service test. N/A
12. Customer service standards and expectations are discussed during the interview process. N/A
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 hires. N/A
15. N/A

Non-Negotiable Experiential Standards

1. Employees are consistently warm and welcoming and smile during customer interactions. Somewhat Agree
2. Employees are not allowed to use the word “NO”. 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. Strongly Agree
5. Every employee knows this list 100%. Somewhat Agree

Secret Service Systems

1. Our organization is excellent at creating relationships. Somewhat Agree
2. Our personal service is not overshadowed by our technology. (i.e., automated services) Strongly Agree
3. We use a unique process to manage new customers differently than existing customers, i.e., provide additional information, directions. Strongly Agree
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). Strongly Agree
6. Employees mention the customer intelligence (i.e. F.O.R.D. family, occupation, recreation, & dreams) that has been acquired in the past. Somewhat Agree
7. Employees use the customer’s name at least 2 times during each encounter. Somewhat Agree
8. Our company has a clear system for acknowledging VIP customers that even new employees are able to follow. Strongly Agree
9. We utilize a VIP program to provide special perks for our top customers. Somewhat Agree
10. We have silent cues & visual triggers to help our employees know how to personalize the customer’s experience. Somewhat Agree

Training To Provide a World-Class Customer Experience

1. Our employees fully know and recognize being rude to a customer is as bad as delivering poor quality product or service. Strongly Agree
2. Our company distinguishes between operational standards and experiential standards. Strongly Agree
3. Our company has nonnegotiable customer service standards at every point of customer contact. Strongly Agree
4. Employees are trained on customer service, i.e. soft skills, interaction, and service recovery. Strongly Agree
5. Our employees are fully trained on customer service skills before they are permitted customer interaction. Strongly Agree
6. Our employees are screened and continually tested on their service aptitude. Somewhat Agree
7. Our customer experience standards, for each point of customer contact, are documented and used to train every new hire. Somewhat Agree
8. All employees are tested and certified on our nonnegotiable customer service standards. Somewhat Disagree
9. We provide soft-skill customer service training for all NEW employees regardless of their position. Somewhat Agree
10. We provide soft-skill customer service training and recertification for all EXISTING employees at least annually. Somewhat Disagree
11. Our customer experience cycle is well outlined and our employees understand each stage. Somewhat Agree
12. How many hours of CUSTOMER SERVICE TRAINING, soft skill, nontechnical training, does your company provide to each NEW employee? Somewhat Disagree
13. Our employees are constantly taught about looking at things from the customer’s perspective “shoes of the customer”. Somewhat Agree

Implementation and Execution

1. New initiatives are introduced slowly and do not overwhelm employees. Somewhat Disagree
2. Employees are aware of new initiatives that will be rolled out with plenty of lead time for training. Somewhat Disagree
3. Our managers coach and immediately address inconsistencies with our customer service standards. Neutral
4. We monitor our service standards and know who is executing them and who is not. Somewhat Agree
5. Our organization consistently follows through on the execution of new initiatives. Somewhat Agree
6. N/A
7. N/A

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. Strongly Agree
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. Employees use the protocol we have in place to resolve the most common recurring service defects. 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. Strongly Agree
13. All employees are tested on their awareness of potential service defects at every point of customer contact. Somewhat Disagree
14. Our employees use positive language and ALWAYS avoid saying “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. Strongly Agree
17. Our employees are trained to find suitable alternatives to things they cannot say “yes” to. Strongly Agree
18. We do not allow our employees to hide behind”policy”. Strongly 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 opportunities to go above and beyond with customers. Strongly Agree
2. Our employees buy into the concept of going above and beyond for the customer. Strongly Agree
3. Employees constantly seek ways to go above and beyond for the customer. Strongly Agree
4. We publicize above-and-beyond stories & feedback back to our employees. Strongly Agree
5. All employees are tested on their ability to recognize above-and-beyond opportunities at every point of customer contact. Somewhat Disagree
6. Our organization utilizes an established award to recognize employees that go above and beyond on a regular basis. Somewhat Disagree

Measuring Your Customer’s Experience

1. We have a formal process in place to follow up with each and every customer challenge. Somewhat Agree
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 every inactive customer to understand why they haven’t purchased recently. Somewhat Disagree
6. We use information from our lost customers to improve our processes or service. Somewhat 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. Strongly Disagree
9. Customer satisfaction results impact our managers’ compensation and incentives. Somewhat Disagree
10. Our organization makes it easy for any customer to share their experiences. Somewhat 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 culture. Somewhat Agree
3. Our company has training programs that coach managers in monitoring the employee lifecycle (stages of their career). Somewhat Disagree
4. Our company’s senior management has regular contact with our customers. Strongly Agree
5. Customer service performance is a component linked to management compensation. Somewhat Disagree
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. Strongly Agree
8. All managers are tested on their awareness of potential service defects at every point of customer contact. Somewhat Disagree
9. Management clearly understands the financial advantage of being a world-class customer service organization. Strongly Agree