Print this page and survey different areas of your organization.
Service quality is a journey. How are you doing along the way? In response to each
of the following questions, indicate how you would rate your company on a scale of
one to seven, with one being low and seven being high.
1
2
3
4
5
6
7
Everyone in the company accepts personal responsibility for our customers’
satisfaction.
1
2
3
4
5
6
7
The leaders of our company are prepared to deal with the wide range of organizational
and cultural issues that will come to the forefront in a service quality initiative.
1
2
3
4
5
6
7
We have in place a variety of effective ways of listening to our customers.
1
2
3
4
5
6
7
We have determined and regularly monitor our most significant measures of customer
satisfaction.
1
2
3
4
5
6
7
We effectively measure the profit impact of customer retention.
1
2
3
4
5
6
7
We have reduced or eliminated those sources of dissatisfaction that cause customers to defect.
1
2
3
4
5
6
7
Our company is positively differentiated in the minds of our customers as a provider of exceptional service.
1
2
3
4
5
6
7
We are continually raising our own standards of customer satisfaction ahead of our
competitors and in excess of our customers’ expectations.
1
2
3
4
5
6
7
SCALE:
>50:
41-49:
31-40:
<30:
Service Quality Champions – "Provide the best to internal and external customers"
Service Quality Motivated – "Best intentions, still need a bit more commitment.
Mediocre – "One of the many"
Corporate Arrogant – "Who needs customers"
ACTION PLAN: Based on this scorecard,
what are we going to do next in the pursuit of total customer satisfaction?
Need assistance with improving your Service Quality contact us (click) to learn how we can design a program for you.
