Section 1. (Immersion)

1. We review our signs and customer communication regularly and correct any negative statements. Somewhat Disagree
2. We have measurements in place that let us know if our service is meeting customer expectations. Somewhat Disagree
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
4. We have someone in charge of our customer experience, and a team that meets regularly to focus on improving our service levels. Somewhat Agree
5. 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)

1. Our employees understand what our customers may be going through and demonstrate compassion and empathy. Strongly Agree
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. Somewhat Disagree
3. All team members understand how their individual role impacts the experience we deliver. Strongly Agree

Section 3. (Relationship Building)

1. All team members are trained on skills to build rapport with customers. Somewhat Disagree
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.). Somewhat Disagree
3. We have a system to use the customer information employees have captured to personalize future experiences. Strongly Disagree

Section 4. (Customer Experience Cycle)

1. We have a training manual that includes service standards our team must deliver along with our operational standards. Strongly Disagree
2. We are aware of common service defects that may occur and train employees to anticipate and avoid these. Somewhat Agree
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. Somewhat Agree

Section 5. (Zero risk)

1. We receive very few customer complaints. Strongly Agree
2. We have protocol in place to address upset customers and challenging situations. Somewhat Disagree
3. All employees are confident to satisfy a customer complaint, regardless of whose fault it may be. Strongly Disagree
4. Our organization encourages feedback and customers can easily communicate with senior leadership. Somewhat Agree

Section 6. (World-class Internal Culture)

1. We have effective interdepartmental communication. N/A
2. Our team members and departments understand how their work impacts each other. Somewhat Agree
3. 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
4. Each of our departments have high morale and low employee turnover. Somewhat Agree

Section 7. (World-class Leadership)

1. Our leaders are trained to lead and coach within a service-oriented culture. Somewhat Agree
2. Our leaders know how to create accountability while building morale. Somewhat Disagree
3. Our leaders have weekly one on one meetings with their direct reports. Strongly Disagree
4. We attract, hire, and retain service-minded employees. Somewhat Agree
5. We have a system in place to celebrate employee achievements. Strongly Disagree

Section 8. (Above and Beyond Culture)

1. We document and share stories of employees going above and beyond for our customers. Strongly Disagree
2. We recognize and reward employees for going above and beyond for customers. Strongly Disagree
3. Our team is trained and empowered to go above and beyond for our customers. Somewhat Agree
4. We recognize and share stories of team members going above and beyond for other team members. Strongly Disagree
5. Our team is trained to constantly look for ways to exceed customer expectations. Somewhat Agree