Customer Alignment Assessment

Ariad Partners Customer Alignment Assessment

The following questions are designed as a self-assessment to help you determine the “elevation” to which your brand has reached in customer focus. This assessment explores the four dimensions of customer service as relates to your brand: Responsiveness, Assurance, Tangibles and Empathy (RATE)

Company
Date
MM slash DD slash YYYY
1.The large majority of our marketing dollars are spent on increasing customer loyalty versus acquiring new customers.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
2.Every employee is motivated to exceed customer expectations and understands what it takes to deliver on what the brand stands for.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
3.Our employees are knowledgeable of our products and services, and prepared to answer questions accordingly.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
4.We assess all employment applicants during the interview process for their customer service focus/abilities.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
5.We report and monitor customer service processes regularly such as e-mail response time, phone handling time, time-to-resolution, escalation rates, etc. to identify opportunities to improve and enhance the customer experience.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
6.100% of the time, new products and services, programs, price changes are reviewed or tested with our customers as part of the decision-making process to ensure appropriateness.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
7.We trust and empower our employees to do whatever it takes to resolve customer issues immediately as they occur.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
8.Our customers are champions of our brand.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
9.We formally measure how our customers perceive our brand on a regular basis.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
10.We make it easy for customers to discuss issues with service received without contention or exception.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
11.We make it very easy for anyone (e.g., customers, suppliers, etc.) to reach us; our phone number is readily accessible on every product, package, and external communication document.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
12.Our phones are always answered within an acceptable standard (e.g., 3-4 rings).
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
13.When customers call in, they have the option to bypass the recorded message and talk to a live person.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
14.We welcome all complaints or issues expressed by customers and resolve them quickly and professionally, if not on the spot, within an appropriate time-frame to which we commit (e.g., within 24-48 hours)
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
15.Our employees greet every customer by their name and remembers something of important note about them (e.g., their likes or dislikes).
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
16.We provide 100% unconditional guarantee on all our products and services and honor all fees/prices quoted.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
17.Our employees are easy to identify and approach for assistance in our offices/facilities and on customer sites.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
18.We provide a consistent physical appearance in all aspects of our brand in terms of facilities and staff, website, theme, color scheme, style, ambience, customer communication and promotional materials.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
19.We set regular improvement targets to enhance the customer experience.
- 0 - Never
- 1 - Rarely
- 2 - Sometimes
- 3 - Usually
- 4 - Almost Always
- 5 - Always
20.We invest a substantial amount in customer service training with greater than ½ of our training dollars focused on servicing 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

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