Behavior Assessment

Ariad Partners Behavior Assessment

The following questions are designed as a self-assessment to help you determine the “elevation” to which your brand has reached in differentiating your brand behaviorally. This assessment explores three behavioral dimensions as relates to your brand both internally and externally and delivering the desired brand experience: Operational, Interpersonal and Exceptional.

Company
Date
MM slash DD slash YYYY
1. We have defined acceptable behaviors for our employees which are a reflection of our company values.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
2. We benchmark our behaviors against leading practices of highly successful brands.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
3. We hire employees based on behavioral attributes that reflect our company values.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
4. Our customer service training of employees emphasizes acceptable standards of behavior reflective of our company values.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
5. We have a specific “brand vocabulary” that reflects the essence of our Brand and behavioral standards.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
6. We regularly monitor (e.g., call monitoring) specific and accepted behaviors (of employees) to assess how we show up relative to what our brand stands for.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
7. We regularly ask our customers for feedback on our performance relative to our behavioral standards.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
8. Our systems and processes enable our employees to deliver positively engaging and differentiating behavioral experiences.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
9. Our culture fosters positive behaviors that differentiate us from our competitors.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
10. We implement appropriate interventions to promote and/or address key behavioral issues.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
11. Our employees demonstrate genuine caring, concern and sensitivity when interacting and responding to customer needs.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
12. Our employees exemplify the interpersonal skills necessary for delivering engaging and memorable experiences.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
13. Our customers perceive sincerity, loyalty and trust when interacting with any of our employees.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
14. We trust and empower our employees to make sensible decisions.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
15. We encourage our employees to behave in extraordinary ways toward one another and our customers.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
16. Our employees have the authority to “break the rules” to make a situation “right” for the customer.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always

We highly recommend that several key players in the company complete this assessment. We will analyze and compare the results and help you determine where the gaps are in perception and practice, and why those gaps exists.

Company

Resources

Ready To Get Started?