Service Quality Scorecard

Print this page and survey different areas of your organization.

Service quality is a journey. How are you doing along the way? In response to each of the following questions, indicate how you would rate your company on a scale of one to seven, with one being low and seven being high.

1. Everyone in the company accepts personal responsibility for our customers’ satisfaction.

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2.  The leaders of our company are prepared to deal with the wide range of organizational and cultural issues that will come to the forefront in a service quality initiative. 

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3.  We have in place a variety of effective ways of listening to our customers. 

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4.  We have determined and regularly monitor our most significant measures of customer satisfaction.

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5.  We effectively measure the profit impact of customer retention.

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6.  We have reduced or eliminated those sources of dissatisfaction that cause customers to defect. 

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7.  Our company is positively differentiated in the minds of our customers as a provider of exceptional service. 

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 8.  We are continually raising our own standards of customer satisfaction ahead of our competitors and in excess of our customers’ expectations. 

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SCALE:

50>     :Service Quality Champions - "Provide the best to internal and external customers"
41-49 :Service Quality Motivated - "Best intentions, still need a bit more commitment. 
31-40 :Mediocre - "One of the many"   
<30    :Corporate Arrogant - "Who needs customers"

ACTION PLAN:   Based on this scorecard, what we are going to do next in the pursuit of total customer satisfaction?

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Need assistance with Service Quality click here to download a .pdf overview of our Service Quality Program. 

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