Assessment tool - quick and easy - to determine level of customer service and satisfaction. Also includes characteristics and criteria for moving level of customer satisfaction along the continuum.

1. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
Customer Satisfaction
Practices Inventory
An Assessment Tool to Measure
Customer Service Performance
2012
2012

2. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
Customer Satisfaction Assessment
Where are We Today?
Instructions for Completion
The Focus of Your Responses
This tool has been designed for use by departments, business units, and organizations. You may have quite
different views about each of these groups. It is important that you have clearly in mind what group you are
assessing. To be consistent in your responses, indicate here the focus of your assessment.
My responses will describe (check one):
My department/work group____________
My business unit/functional area_______________
My organization, as a whole_____________
This inventory has thirty (30) statements about various organizational behaviours and actions associated with the
delivery of customer satisfaction. Please read each statement carefully, and then rate your organization (per The
Focus of Your Responses identified above) on the extent to which the statement describes the organization. Use
the following scale to rate the organization selected.
1= If the organization almost never does what is described in the statement.
2= if the organization does what is described in the statement occasionally.
3= if the organization sometimes does what is described in the statement.
4= if the organization often does what is described in the statement.
5= if the organization almost always does what is described in the statement.
In selecting your response, be realistic about what the organization actually does, the behaviours members of the
organization engage in when delivering customer satisfaction. Do not respond in terms of how you would like
the member of your organization to behave or in terms of how you think they should behave.
2 2012

3. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
# Statement 1 2 3 4 5
1 We ask our customers for feedback on how we are doing.
2 We customize products and services to meet our customers’ needs.
3 We measure each functional department/team/area on its level of customer satis-
faction.
4 People in our organization are recognized/rewarded when they deliver high levels
of customer satisfaction.
5 Employees have access to the resources they need to solve customer problems.
6 We clearly define our customer groups according to their needs and profitability.
7 We provide ‘value-added’ services to our loyal customers.
8 We partner with our customers to enhance the communities in which we work.
9 Customer satisfaction results are given consideration in employee performance and
compensation.
10 We compare our performance on customer satisfaction to the best in the industry.
11 Customer focus is an important part of new employee orientation.
12 We share customer satisfaction data and feedback with every employee.
13 We allocate resources based on the profitability of the customers.
14 We invite our customers to participate in the design, implementation and measure-
ment of the systems and processes that directly affect them.
15 We compare employee satisfaction results to customer satisfaction results.
16 We measure internal customer satisfaction—how well our functional departments/
teams/area service each other.
17 Employees are able to handle most customer problems without seeking manage-
ment’s help.
18 We have an in-depth knowledge of the needs and expectations of each of our cus-
tomer groups.
19 We work with our customers to help them become more profitable.
20 Our customers define how they want to be contacted by us, and how often.
3 2012

4. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
# Statement 1 2 3 4 5
21 We have well-define customer satisfaction targets and they are a key performance
measure.
22 We take action on the results of employee feedback.
23 Employees are provided with many opportunities to improve their customer service
skills.
24 We ask employees for feedback on our customers’ needs and expectations.
25 We demonstrate appreciation for customers who refer business to us.
26 Our customers would say we deal with them in a ‘personalized way’.
27 We respond to all customer feedback in a timely manner.
28 Employees are involved in developing goals and targets for customer satisfaction.
29 Management in this company has a ‘customer first’ focus.
30 We build long term relationships with our customers.
4 2012

5. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
Response Sheet
Circle the number that represents your response for each statement. N.B. Statements read left to right.
1 2 3 4 5 6
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
7 8 9 10 11 12
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
13 14 15 16 17 18
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
19 20 21 22 23 24
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
25 26 27 28
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
29 30
1 2 3 4 5 1 2 3 4 5
Add each column down and enter subtotal in circles under the column then total circles and enter in oval for customer focus,
measurement and environment.
+ + +
= = =
Customer Focus Measurement Environment
Total Score—add 3 ovals
5 2012

6. Boomer Match to Business
match@bm2b.ca 905.662.5130 www.bm2b.ca
Interpreting Your Scores
Total Score _______________ (range 30—150)
The three dimensions on the scoring form for customer focus, measurement and environment make up the total
score for your organization. Taken together they provide an overall assessment on the level of how ‘customer-
centred’ your organization is today.
Total Score Stage on the Continuum
0—30 Stage 1—MINIMIZE HASSLES ‘ Keep the customers under control’
31—90 Stage 2—MANAGE DISCONTENT ‘Listen to the customer’
91—120 Stage 3—LINK EMPLOYEES WITH CUSTOMERS ‘Empower both employees and customers’
121—149 Stage 4—PROMOTE COMMUNITY ‘Create a sense of community with your customers’
150 Stage 5—BUILD A CUSTOMER-FOCUSED CULTURE ‘Everyone knows what to expect and is
constantly delighted.
_____________________________________________________________________________________________
CUSTOMER FOCUS Your Score______________
(range 12 to 60)
A high score indicates the members of the organization are externally focused and proactive in their relationships
with their customers; customers are invited to participate in the design, implementation and measurement of all
processes and systems that will directly affect them.
A low score indicates the members of the organization are internally focused and reactive in their relationships
with their customers; they only respond and react to customer questions and concerns.
MEASUREMENT Your Score______________
(range 10 to 50)
A high score indicates the members of the organization set customer satisfaction goals and measure their success
against these goals; respond to all customer input; communicate the results back to all stakeholders in a timely
manner.
A low score indicates the members of the organization either do not measure customer satisfaction on a regular
basis or they measure it but do not respond to the input or communicate results back to all stakeholders.
ENVIRONMENT Your Score______________
(range 8 to 40)
A high score indicates the people, processes and systems are in place to support the customer. The management
recognizes and rewards long term customers.
A low score indicates the people, processes and systems are designed solely for the benefit of the organization.
The customer is not a primary consideration when developing, or changing, processes and systems.
6 2012