This short quiz will help you to take a closer look at your company’s
performance in different areas of customer service. These assessments can help
you to determine how you and your company can create greater customer
satisfaction.
On a scale of one to five, with five being the highest, rate
your company on the following:
| Service Quality |
Description |
Score |
| Active Listening |
Are people in your company good
listeners, especially when it comes to customer problems? |
1 2 3 4 5 |
| Attitude |
Do your employees treat customers
with a positive and courteous attitude? |
1 2 3 4 5 |
| Competition |
Do your employees understand the
benefits for your customers in using your products/ services as compared to
your competitors? |
1 2 3 4 5 |
| Conflict Resolution |
Do your employees have the skills
to handle difficult customers and create solutions to their problems? |
1 2 3 4 5 |
| Consistency |
Do your customers experience the
same level of friendliness when they interact with different members of your
staff? |
1 2 3 4 5 |
| First Impression |
Is each one of your employees
making a positive impression with every customer contact? |
1 2 3 4 5 |
| Individual Service |
Do customers get “cookie-cutter”
service or are they treated like individuals? |
1 2 3 4 5 |
| Knowledgeable |
Are your employees knowledgeable
about all of the products and services your company provides? |
1 2 3 4 5 |
| Personal Service |
How well do service
representatives, receptionists, and other front-line people show customers
that they are special? |
1 2 3 4 5 |
| Relationship |
How well does your company show
customers that they care and want long-term relationships? |
1 2 3 4 5 |
| Reliability |
How dependable is your product or
service? How well does your company follow through on promises? |
1 2 3 4 5 |
