Sample Online Assessment Report

Customer Focused Organization Assessment Summary Report
for
ORGANIZATION “XYZ”

DEMOGRAPHIC SUMMARY

COMPETENCY SUMMARIES

	No 1 A Little 2 Some 3 Mostly 4 Yes 5
	I. Customer-Focused Organizations Overall (Questions 1-16):
	II. Unsurpassed Customer Service at the "Moment of Truth" (Questions 17-27):
	I. CUSTOMER-FOCUSED ORGANIZATION OVERALL:
	No 1 A Little 2 Some 3 Mostly 4 Yes 5
1	Are you "close to the customer"--especially senior executives (i.e., do you see, touch, feel, meet and dialogue with them face-to-face on a regular basis out in the marketplace)?
2	Do executives include the customers in their decisions, focus groups, meetings, planning and deliberations?
3	Does your organization know and anticipate the customer's needs, wants and desires--continually, as they change?
4	Is surpassing customer needs the driving force of the entire organization?
5	Do you survey the customer's satisfaction with your products and services on a regular basis?
6	Does your organization have a clear "positioning" in the marketplace vs. the competition in the eyes of the customer?
7	Does your organization focus on Creating Customer Value--i.e. "value-added" benefits to the customer such as: Quality and reliable products and services, Individual Customer Choices, Customer Responsiveness, delivery, speed, Customer Service, relationships and caring, Total Cost of doing business with you
8	Does your organization set quality customer-service standards and expectations that are specific and measurable to each department?
9	Are each department's customer service standards based on customer input and/or focus groups?
10	Does your organization require everyone to experience moments of truth by meeting and servicing the external customer directly at least one day every year?
11	Does your organization focus and reengineer the business processes based on the customer needs and perceptions and do it across all functions?
12	Is your organization structure focused and based on the marketplace -- i.e. structure the organization by customer markets (1 customer = 1 representative)?
13	Does your organization reward customer-focused behaviors (especially cross-functional teams) that work together to serve the customer (both internal and external)?
14	Does your organization have a clear policy and the heavy use of Customer Recovery Strategies (CRS) to surpass customer expectations?
15	Does your organization hire and promote "customer friendly" people?
	II. Unsurpassed Customer Service At the "Moment of Truth":
	No 1 A Little 2 Some 3 Mostly 4 Yes 5
17	Does your organization focus on the 5-10 year ROI of the customer?
18	Does your organization focus on your long-term image and reputation? (Remember, unhappy people tell 11 others; happy customers tell 4 others.)
19	Does your organization empower the person at the "moment of truth" to be creative and innovative to surpass the customer's expectations as to solving any problem?
20	Does your organization provide expenditure authority limits to do the above?
21	Does your organization ensure accountability = responsibility = rewards--at the moment of truth?
22	Does your organization focus Customer Recovery Strategies (CRS) on future business (i.e., 50% off next time; free the next time, etc.)?
23	Does your organization speed up the Customer Recovery Strategies (CRS) to happen immediately at the "moment of truth"?
24	Does your organization develop a "Customer Guarantee" and live up to it and even surpass it? ("under promise, over deliver")
25	Does your organization ensure that all senior management uses "thank you cards" to reinforce excellence in quality of customer service on a daily basis?
26	Does your organization have a strong and effective quarterly recognition program for organization-wide public celebration of Customer Recovery Strategies (CRS) that resulted in customer service excellence?
	III. FIVE LEVELS OF CUSTOMER RECOVERY STRATEGY MASTERY (Distribute 10 points across they five areas)
28 Deny it's our problem. ("I just work here.") 0.92 29 Fight their concern but eventually give in to them. ("They won".) 0.76 30 Meet their expectations. ("Customer is always right.") 2.80 31 Meet their expectations and then do something else beyond it that they don't expect (including possibly an apology and/or supervisor follow up to ensure satisfaction.) ("I'm sorry.") 3.12 32 Do #4 and fix the underlying system or process problem of which it might be a symptom. (Fix the process.) 2.40 Total Points (must equal 10) 10.00
	WRITTEN COMMENTS
16	Comments? (Please indicate question #1-15) Q#2 - Although customers are considered in decisions, deliberations, meetings, etc., they are not "physically" included very often, except in focus groups when conducted. I think some departments focus on the "Customer First" philosophy or are beginning to - but we haven't reached this goal as a whole yet. #8, #9, #10 and #14: Do not know what XYZ's policy or practice is in these areas.
27	Comments? (Please indicate question #17-26) I honestly don't know the answer to some of these I believe we as a whole are committed to the "Moment of Truth" impact in terms of our customer’s perception of service levels. However, it will take an incredible amount of effort to reinforce the empowerment and reward of this business ethic. Probably a redistribution of staff and or processes as well. #20 through #25 - Do not know XYZ's policy and practice in these areas. #25 - Thank you cards daily seem very unrealistic. How would they get anything else done?

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