First Choice Customer Service Survey (Internal)

This survey is going out to all our company employees to get your feedback on how you view our overall customer service system. Please be as honest and thorough as you can in your answers, including the open-ended responses at the end where you can offer any suggestions you want on anything. Your answers are flowing in confidentially to a third-party vendor and no one can link your answers directly to you. The data will all be combined, tabulated, graphed and provided to us in a report which we will use to help improve both our internal and external customer service. Thanks!

1. First, what kind of position do you fill in our company 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. Customers seem to feel loyalty to us: we have a lot of repeat customers
5. Our customers seem pleasantly surprized because they are given more than they expected
6. We are staying very current with new products and services
7. Our employees look for opportunities to "go the extra mile" with our customers
8. 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


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


3. We Take Care of Our Employees


18. (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
19. (Staff/non-managers only): Managers respect my input, listen openly to my ideas, and try to incorporate them
20. (Managers only) We involve employees in decision making, give them autonomy and empower them
21. (Staff/non-managers only) Managers involve me in decision making, give me sufficient autonomy and empower me
22. (Managers only) We make work fun and uplifting for our employees: they like working here
23. (Staff/non management only) Managers and coworkers make work fun for me: I like to work here!
24. (Managers only) We give employees reasonable freedom to deviate from service policy and procedures when it makes sense to serve the customer
25. (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
26. (Managers only) We provide our staff with adequate customer service training
27. (Staff/non-managers only) I feel I receive adequate customer service training
28. (Managers only) We provide enough other job-related training to our staff to build their confidence
29. (Staff/non-managers only) I feel I receive enough other job-related training so I am confident at work
30. (Managers Only) We give our staff adequate recognition, thanks and appreciation for the things they do well in customer service and other areas.
31. (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


32. Our current customer service survey system is effective
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
33. We use customer focus groups effectively (inviting groups of customers to share their ideas)
34. Management talks to me about what our customers are experiencing and requesting: my input is listened to
35. 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!


36. We are very innovative in creating new products and services
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
37. We have creative research and development teams and efforts
38. We have released new products and services within the past 90 days
39. We have created something totally unique in our market this year


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




40. Our mission statement is effective, inspiring, short and memorable and reflects the "why" and just the "what" of our work
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
41. Our vision/mission statement reflects what we really do
42. I personally know, can recite, and can relate to our company mission statement
43. We use our mission statement to help us make decisions and plans
44. I have a firm feel of what our company values are


7. Hire People Who Like People!


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


8. Build Customer Service Teams!


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


9. Create and Accept Only Customer Friendly Processes


50. 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
51. Our processes are very "customer friendly" and don't frustrate our patrons
52. We encourage and reward staff and customers who "challenge our processes" and make suggestions
53. We have established generous and well-understood guidelines for customer recovery


10. Resolve Customer Complaints Quickly and Generously

54. We have empowered everyone, especially the front-line staff, to use their initiative to satisfy and recover unhappy customers
55. Our processes and systems are flexible enough to allow everyone to satisfy the customer
56. 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.

57. What is one thing we should fix first in order to better serve our customers?

58. If you were our customer, what would you like the best about our business?

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

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

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

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