Springville City: How Well are We Serving Our Customers?

1. First, what kind of position do you fill in our city right now?
1. I am in a management position and supervise others
2. I am in a non-management staff position


1. How Well Do We Solve Our Customers' Problems?


2. We usually have the products or services our customers come for
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
3. We are very good at answering questions they have about our services and products
4. Our customers seem pleasantly surprized because they are given more than they expected
5. We are staying very current with new products and services for our citizens
6. Our employees look for opportunities to "go the extra mile" with our customers
7. We go out of our way to help our customers find answers or products if we don't have what they need


2. And, We Leave them Feeling Good about the Relationship


8. We use the customer's names each time
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
9. We treat customers like welcome guests
10. We smile and greet customers within ten seconds of their entering
11. We listen to their needs and problems carefully before offering solutions
12. We apologize and make it right when a customer is unhappy
13. We warmly thank our customers each time they do business with us
14. We always specifically invite them to return
15. Customers usually leave with good feelings
16. We try to be uniquely nice to each customer (we dont treat them like a number}


3. We Take Care of Our Employees


17. (Managers only): We respect employee input, listen to their ideas, and incorporate them when possible
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
18. (Staff/non-managers only): Managers respect my input, listen openly to my ideas, and try to incorporate them
19. (Managers only) We involve employees in decision making, give them autonomy and empower them
20. (Staff/non-managers only) Managers involve me in decision making, give me sufficient autonomy and empower me
21. (Managers only) We make work fun and uplifting for our employees: they like working here
22. (Staff/non management only) Managers and coworkers make work fun for me: I like to work here!
23. (Managers only) We give employees reasonable freedom to deviate from service policy and procedures when it makes sense to serve the customer
24. (Staff/Non-managers only) I feel I have the freedom to reasonably deviate from service policy and procedures in order to satisfy a customer
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
25. (Managers only) We provide our staff with adequate customer service training
26. (Staff/non-managers only) I feel I receive adequate customer service training
27. (Managers only) We provide enough other job-related training to our staff to build their confidence
28. (Staff/non-managers only) I feel I receive enough other job-related training so I am confident at work
29. (Managers Only) We give our staff adequate recognition, thanks and appreciation for the things they do well in customer service and other areas.
30. (Staff/non-managers Only) I receive adequate recognition, thanks and appreciation for the things I do well in customer service and other areas.


4. Find Out What Our Customers Really Need


31. Our current customer service survey system is effective
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
32. We use customer focus groups effectively (inviting groups of citizens to share their ideas)
33. Management talks to me about what our customers are experiencing and requesting: my input is listened to
34. Our marketing research and best-practices research is effective and useful: we strive adopt cutting edge things


5. Innovate the Next Wave of Products and Services Customers will Want!


35. We are very innovative in creating new products and services
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
36. We have creative research and development teams and efforts
37. We have released new products and services within the past 90 days


6. Create a Compelling Vision that Excites Everyone Who Connects to It!




38. Our mission statement is effective, inspiring, short and memorable and reflects the "why" and just the "what" of our work
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39. Our vision/mission statement reflects what we really do
40. I personally know, can recite, and can relate to our city's mission statement
41. We use our mission statement to help us make decisions and plans
42. I have a firm feel of what our city values are


7. Hire People Who Like People!


43. Our hiring process emphasizes the people and customer service skills we need, not just the technical skills
44. We have successfully hired friendly, outgoing, people/customer service oriented employees for our front-line positions.


8. Build Customer Service Teams!


45. We have created customer service teams
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
46. Teams are empowered and sufficiently self-directed
47. We reward team achievements, not just individual efforts


9. Create and Accept Only Customer Friendly Processes


48. We continually examine our processes from within the customer's viewpoint and experience. We keep the best and improve the rest!
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
49. Our processes are very "customer friendly" and don't frustrate our patrons
50. We encourage and reward staff and customers who "challenge our processes" and make suggestions
51. We have established generous and well-understood guidelines for customer recovery


10. Resolve Customer Complaints Quickly and Generously

52. We have empowered everyone, especially the front-line staff, to use their initiative to satisfy and recover unhappy customers
53. Our processes and systems are flexible enough to allow everyone to satisfy the customer
54. I have been trained and know what I can and cannot do to satisfy a customer's problem


Answer these questions candidly with as much thought as you can. No one will be able to connect what you write to you personally.

55. What is one thing we should fix first in order to better serve our citizens and patrons?

56. If you were our customer, what would you like the best about our city and its services?

57. What would likely frustrate you the most if you were our customer?

58. What should our leaders do that would make you enjoy working here even more?

59. What is something you don't like about working here?

60. Here's your chance to input anything else you'd like to add. Think hard! We will really pay attention!