1. First, what kind of position do you fill in our company right now?

1. I am in a management position and supervise others 2. I am in a non-management staff position

1. How Well Do We Solve Our Customers' Problems?

2. We usually have the products or services our customers come for

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

3. We are very good at answering questions they have about our services and products

4. Customers usually leave with their needs and problems solved

5. Customers trust us to solve their problems

6. Customers seem to feel loyalty to us: we have a lot of repeat customers

7. Our customers seem pleasantly surprized because they are given more than they expected

8. We are staying very current with new products and services and introducing new products and services quickly as needed

9. Our employees look for opportunities to "go the extra mile" with our customers and give more than the "basic service"

10. We go out of our way to help our customers find answers or products if we don't have what they need

11. Responsiveness: how well are we providing prompt service?

2. And, We Leave them Feeling Good about the Relationship

12. We use the customer's names each time

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

13. We treat customers like welcome guests

14. We smile and greet customers within ten seconds of their entering

15. We listen to their needs and problems carefully before offering solutions

16. We apologize and make it right when a customer is unhappy

17. We warmly thank our customers each time they do business with us

18. We always specifically invite them to return

19. Customers usually leave with good feelings

20. We try to be uniquely nice to each customer (we don't treat them like a number}

21. We reinforce the customers' positive perceptions as they depart: a warm good-bye and invitation to return

22. Our facilities are spotlessly clean, inviting and welcoming (especially our restrooms)

3. We Take Care of Our Employees

23. (Managers only): We respect employee input, listen to their ideas, and incorporate them when possible

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

24. (Staff/non-managers only): Managers respect my input, listen openly to my ideas, and try to incorporate them

25. (Managers only) We involve employees in decision making, give them autonomy and empower them

26. (Staff/non-managers only) Managers involve me in decision making, give me sufficient autonomy and empower me

27. (Managers only) We make work fun and uplifting for our employees: they like working here

28. (Staff/non management only) Managers and coworkers make work fun for me: I like to work here!

29. (Managers only) We give employees reasonable freedom to deviate from service policy and procedures when it makes sense to serve the customer

30. (Staff/Non-managers only) I feel I have the freedom to reasonably deviate from service policy and procedures in order to satisfy a customer

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

31. (Managers only) We provide our staff with adequate customer service training

32. (Staff/non-managers only) I feel I receive adequate customer service training

33. (Managers only) We provide enough other job-related training to our staff to build their confidence

34. (Staff/non-managers only) I feel I receive enough other job-related training so I am confident at work

35. (Managers Only) We give our staff adequate recognition, thanks and appreciation for the things they do well in customer service and other areas.

36. (Staff/non-managers Only) I receive adequate recognition, thanks and appreciation for the things I do well in customer service and other areas.

37. (Managers only) We talk to our staff to find out what our customers are experiencing and gauge the customers' experiences: we listen to and act on this staff input

38. (Staff/non-managers only) Management talks to me about what our customers are experiencing and requesting: my input is listened to and acted on

4. Find Out What Our Customers Really Need

39. Our current customer service survey system is effective

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

40. We use customer focus groups effectively (inviting groups of customers to share their ideas)

41. Our marketing research and best-practices research is effective and useful: we strive adopt cutting edge things

5. Innovate the Next Wave of Products and Services Customers will Want!

42. We are very innovative in creating new products and services

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

43. We have creative research and development teams and efforts

44. We have released new products and services within the past 90 days

45. We have created something totally unique in our market this year

6. Create a Compelling Vision that Excites Everyone Who Connects to It!

46. Our mission statement is effective, inspiring, short and memorable and reflects the "why" and just the "what" of our work

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

47. Our vision/mission statement reflects what we really do

48. I personally know, can recite, and can relate to our company mission statement

49. We use our mission statement to help us make decisions and plans

50. I have a firm feel of what our company values are

7. Hire People Who Like People!

51. Our hiring process emphasizes the people and customer service skills we need, not just the technical skills

52. We have successfully hired friendly, outgoing, people/customer service oriented employees for our front-line positions.

8. Build Customer Service Teams!

53. We have created customer service teams

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

54. Teams are empowered and sufficiently self-directed

55. We reward team achievements, not just individual efforts

9. Create and Accept Only Customer Friendly Processes

56. We continually examine our processes from within the customer's viewpoint and experience. We keep the best and improve the rest!

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

57. Our processes are very "customer friendly" and don't frustrate our patrons

58. We encourage and reward staff and customers who "challenge our processes" and make suggestions

59. We have established generous and well-understood guidelines for customer recovery

10. Resolve Customer Complaints Quickly and Generously

60. We have empowered everyone, especially the front-line staff, to use their initiative to satisfy and recover unhappy customers

61. Our processes and systems are flexible enough to allow everyone to satisfy the customer

62. I have been trained and know what I can and cannot do to satisfy a customer's problem

63. Our return and exchange policies are generous and easy for the customer to use

Answer these questions candidly with as much thought as you can. No one will be able to connect what you write to you personally.

64. What is one thing we should fix first in order to better serve our customers?

65. If you were our customer, what would you like the best about our business?

66. What would likely frustrate you the most if you were our customer?

67. What should our leaders do that would make you enjoy working here even more?

68. What is something you don't like about working here?

69. What new products or services would you recommend we add?

70. What policy or procedure would you like to see added or changed to make your work more satisfying, rewarding and motivating?

71. Here's your chance to input anything else you'd like to add. Think hard! We will really pay attention!