Do you know your company service aptitude?

The Company Service Aptitude Test [Co‑SAT™] is a free tool based on the CX Coaching methodology to providing a World-Class Customer experience. It pinpoints the Service Aptitude Level of your organization and lets management know where the strengths and opportunities lie.

Section 1. (Immersion)

Question 1

We review our signs and customer communication regularly and correct any negative statements.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We have measurements in place that let us know if our service is meeting customer expectations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

We adhere to a simple set of standards that make it clear to our team what they should always and never do when representing our brand.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

We have someone in charge of our customer experience, and a team that meets regularly to focus on improving our service levels.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

When implementing new initiatives, we follow a process that includes training and clear expectations of our team

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 2. (Customer Experience Action Statement)

Question 1

Our employees understand what our customers may be going through and demonstrate compassion and empathy.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We have an action statement, separate from our mission and values, that guides our team and creates a culture that is obsessed with providing a great experience.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

All team members understand how their individual role impacts the experience we deliver.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 3. (Relationship Building)

Question 1

All team members are trained on skills to build rapport with customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Our employees are trained to listen for customer information presented beyond what is necessary for the transaction, including family, occupation, recreation, and dreams (F.O.R.D.).

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

We have a system to use the customer information employees have captured to personalize future experiences.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 4. (Customer Experience Cycle)

Question 1

We have a training manual that includes service standards our team must deliver along with our operational standards.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We are aware of common service defects that may occur and train employees to anticipate and avoid these.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our service is excellent- regardless of whom the customer encounters, what day of week it is or what time of day they contact us.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 5. (Zero risk)

Question 1

We receive very few customer complaints.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We have protocol in place to address upset customers and challenging situations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

All employees are confident to satisfy a customer complaint, regardless of whose fault it may be.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Our organization encourages feedback and customers can easily communicate with senior leadership.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 6. (World-class Internal Culture)

Question 1

We have effective interdepartmental communication.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Our team members and departments understand how their work impacts each other.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our different departments know what it’s like to walk in each other’s shoes and display empathy and compassion with each other.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

Each of our departments have high morale and low employee turnover.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 7. (World-class Leadership)

Question 1

Our leaders are trained to lead and coach within a service-oriented culture.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

Our leaders know how to create accountability while building morale.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our leaders have weekly one on one meetings with their direct reports.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

We attract, hire, and retain service-minded employees.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

We have a system in place to celebrate employee achievements.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Section 8. (Above and Beyond Culture)

Question 1

We document and share stories of employees going above and beyond for our customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 2

We recognize and reward employees for going above and beyond for customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 3

Our team is trained and empowered to go above and beyond for our customers.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 4

We recognize and share stories of team members going above and beyond for other team members.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

Question 5

Our team is trained to constantly look for ways to exceed customer expectations.

  • Strongly
    Disagree
  • Somewhat
    Disagree
  • Neutral
  • Somewhat
    Agree
  • Strongly
    Agree
  • N/A

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