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ASSESS YOUR ORGANISATION’S CUSTOMER ORIENTATION

Circle the degree of your agreement in response to each statement.

Agree

Strongly 1

Agree

2

Disagree

3

Disagree Strongly 4

1. The most important aspect of our business is satisfying customers

1

2

3

4

2. Everybody has a customer – be it inside the organisation or outside

1

2

3

4

3. We have ‘heroes’ who champion the customer

1

2

3

4

4. Our organisation is not bureaucratic

1

2

3

4

5. Customers say we’re special

1

2

3

4

6. The majority of people provide a high quality of service

1

2

3

4

7. Customer service is a key corporate objective

1

2

3

4

7. You've got to talk the language of the customer to fit in round here

1

2

3

4

9. We recruit people whose attitude is orientated towards the customer

1

2

3

4

10. People work together as a team to serve the customer

1

2

3

4

11. Most of the stories which circulate seem to feature customers

1

2

3

4

12. Customer care is evident at Head Office as well as at the front-line

1

2

3

4

13. Our leaders demonstrate their enthusiasm for the customer

1

2

3

4

14. We are constantly finding new ways to satisfy our customers

1

2

3

4

15. We reward people for going out of their way for the customer

1

2

3

4

16. We encourage our customers to tell us if things are not right

1

2

3

4

17. We’re always taking steps to implement new ideas to help the customer

1

2

3

4

18. Our systems and processes work smoothly

1

2

3

4

19. My manager sets a positive example in serving the customer

1

2

3

4

20. We talk about the customer in largely positive terms

1

2

3

4

21. I have been given training in knowledge, attitudes and skills which help us satisfy the customer

1

2

3

4

22. My personal objectives revolve around customer satisfaction

1

2

3

4

23. We have a clear understanding of the needs of our customers

1

2

3

4

24. Everyone is encouraged to ask for and act on feedback from customers

1

2

3

4

25. I refer to my customers by name

1

2

3

4

26. The focus of our business is on retaining existing customers as well as attracting new ones

1

2

3

4

27. Staff induction includes the importance of customer service

1

2

3

4

28. Senior managers spend time with customers

1

2

3

4

29. I am empowered to take decisions to help the customer

1

2

3

4

30. When a customer comes to me with a problem I take ownership of this through to resolution

1

2

3

4

Now total your scores.  Total: _____

ASSESSING YOUR SCORES

 

The statements included in the questionnaire have been developed from research about what makes excellent customer focused organisations.

Best practice customer-focused organisations:

· Demonstrate commitment to the customer from senior management down

· Employ managers whose behaviours set a positive example of customer care

· Actively listen to their customers and act on their feedback

· Recruit customer orientated individuals and provide induction to them in customer service

· Train and develop their people in customer-orientated attitudes, skills and knowledge

· Empower their employees

· Encourage problem ownership

· Constantly measure customer satisfaction

· Recognise and reward excellent service

· Encourage continuous improvement

· Focus on customer retention as well as attracting new customers

How to interpret your score

Score 60 or under:  Your organisation is customer-focused.  Compare

your scores with others.  Study the areas in the survey where you score high agreement.  Discuss those areas where you have indicated there are blockages to providing excellent customer service.

Score 61 or over: Your organisation can do much more to provide excellent customer service. Note the areas where you have scored poorly. Compare your scores with other people in your organisation. Agree an action plan to address barriers to becoming more customer-focused.

 

 

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"Over the years The Stairway Consultancy has become a key partner to our business. Their services have proved an invaluable tool in taking individuals forward in their careers and thus developing the organisation. Their approach to working in partnership has certainly helped us to achieve our objectives, and we value the contribution Stairway makes to the business. I always look forward to working with their professional, open and warm consultants, and would highly recommend The Stairway Consultancy to any business that is seeking to grow, inspire and develop their teams."

Learning and Development Business Partner
- Southern Housing Group
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