The Employee Quality Service Survey

Direction: For each characteristic, rate the extent to which the statement is true about your own organization, using the scale below. Then add up the scours for each cluster in the space entitled Your Score. Next, calculate your percentage rating by dividing your score by the highest possible score.
 
1 – Not at all 2 – To a small extent 3 – To a moderate extent 4 – To a great extent 5 – To a very great extent

 
VISION, COMMITMENT, AND CLIMATE
1.
 Our organization is totally committed to the idea of creating satisfied customers.
_____
2.
 Rather than having to undo mistakes, we aim to "do things right the first time."
_____
3.
 Executives demonstrate with their actions that customer satisfaction is important.
_____
4.
 Our goal is to exceed the expectations of our customers in the things that matter most to them.
_____
5.
 Being customer-focused is a major factor in determining who gets ahead in our organization.
_____
6.
 Our organization is totally committed to the idea of quality.
_____
7.
 Serving customers’ needs takes precedence over serving our internal needs.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
ALIGNING OURSELVES WITH OUR CUSTOMERS
1.
 When it comes to selling, we play a consultative or partnership role with our customers.
_____
2.
 In our advertising and promotional materials, we avoid promising more than we deliver.
_____
3.
 We know which attributes of our products or services our customers value most.
_____
4.
 Information from customers is used in designing our products and services.
_____
5.
 We strive to be a leader in our industry.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
READINESS TO FIND AND ELIMINATE CUSTOMER’S PROBLEMS
1.
 We monitor customer complaints.
_____
2.
 We regularly ask customers to give us feedback about our performance.
_____
3.
 Customer’s complaints are regularly analyzed in order to identify quality problems.
_____
4.
 We look for ways to eliminate internal procedures and systems that do not create value for our customers
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
USING AND COMMUNICATING CUSTOMER INFORMATION
1.
 We know how our customers define "quality."
_____
2.
 We provide opportunities for employees at various levels and functions to meet with customers.
_____
3.
 We clearly understand what our customers expect of our organization.
_____
4.
 We regularly give information to customers that helps shape realistic expectations.
_____
5.
 Our key managers clearly understand customers’ requirements.
_____
6.
 Within the organization, there is agreement about who our "real" customers is.
_____
7.
 Our executives have frequent contact with customers.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
REACHING OUT FOR OUR CUSTOMERS
1.
 We make it easy for our customers to do business with us.
_____
2.
 Employees are encouraged to go above and beyond to serve customers well.
_____
3.
 We try to resolve all customer complaints.
_____
4.
 We make easy for customers to complain to us about our products and services.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
COMPETENCE, CAPABILITY AND EMPOWERMENT OF PEOPLE
1.
 We treat employees with respect.
_____
2.
 Employees at all levels have a good understanding of our products and services.
_____
3.
 Employees who work with customers are supported with resources that are sufficient for doing the job well.
_____
4.
 Even at lower levels of our organization, employees are empowered to use their judgment when quick action is needed to make things right for a customer.
_____
5.
 Employees feel they are involved in an exciting enterprise.
_____
6.
 Employees at all levels are involved in making decisions about some aspects of their work.
_____
7.
 Employees are cross-trained so that they can fill in for each other when necessary.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____
  
CONTINUOUSLY IMPROVING OUR PROCESSES AND PRODUCTS
1.
 Instead of competing with one another, functional groups cooperate to reach shared goals.
_____
2.
 We study the best practices of other companies to get ideas about how we might do thing better.
_____
3.
 We work to continuously improve our products and services.
_____
4.
 We systematically try to reduce our research-and-development cycle times.
_____
5.
 When problems with quality are identified, we take quick action to solve them.
_____
6.
 We invest in the development of innovative ideas.
_____
 
Your score _____
÷ a possible 25 (your percentage score) = _____