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Section 1. (Immersion)
- We review our signs and customer communication regularly and correct any negative statements. Somewhat Disagree
- We have measurements in place that let us know if our service is meeting customer expectations. Somewhat Disagree
- 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
- We have someone in charge of our customer experience, and a team that meets regularly to focus on improving our service levels. Somewhat Agree
- When implementing new initiatives, we follow a process that includes training and clear expectations of our team Strongly Disagree
Section 2. (Customer Experience Action Statement)
- Our employees understand what our customers may be going through and demonstrate compassion and empathy. Strongly Agree
- 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. Somewhat Disagree
- All team members understand how their individual role impacts the experience we deliver. Strongly Agree
Section 3. (Relationship Building)
- All team members are trained on skills to build rapport with customers. Somewhat Disagree
- 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.). Somewhat Disagree
- We have a system to use the customer information employees have captured to personalize future experiences. Strongly Disagree
Section 4. (Customer Experience Cycle)
- We have a training manual that includes service standards our team must deliver along with our operational standards. Strongly Disagree
- We are aware of common service defects that may occur and train employees to anticipate and avoid these. Somewhat Agree
- Our service is excellent- regardless of whom the customer encounters, what day of week it is or what time of day they contact us. Somewhat Agree
Section 5. (Zero risk)
- We receive very few customer complaints. Strongly Agree
- We have protocol in place to address upset customers and challenging situations. Somewhat Disagree
- All employees are confident to satisfy a customer complaint, regardless of whose fault it may be. Strongly Disagree
- Our organization encourages feedback and customers can easily communicate with senior leadership. Somewhat Agree
Section 6. (World-class Internal Culture)
- We have effective interdepartmental communication. N/A
- Our team members and departments understand how their work impacts each other. Somewhat Agree
- Our different departments know what it’s like to walk in each other’s shoes and display empathy and compassion with each other. Somewhat Agree
- Each of our departments have high morale and low employee turnover. Somewhat Agree
Section 7. (World-class Leadership)
- Our leaders are trained to lead and coach within a service-oriented culture. Somewhat Agree
- Our leaders know how to create accountability while building morale. Somewhat Disagree
- Our leaders have weekly one on one meetings with their direct reports. Strongly Disagree
- We attract, hire, and retain service-minded employees. Somewhat Agree
- We have a system in place to celebrate employee achievements. Strongly Disagree
Section 8. (Above and Beyond Culture)
- We document and share stories of employees going above and beyond for our customers. Strongly Disagree
- We recognize and reward employees for going above and beyond for customers. Strongly Disagree
- Our team is trained and empowered to go above and beyond for our customers. Somewhat Agree
- We recognize and share stories of team members going above and beyond for other team members. Strongly Disagree
- Our team is trained to constantly look for ways to exceed customer expectations. Somewhat Agree