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* 1. Please add your name and email and I will send you an assessment of your results. Please leave blank if you wish!

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* 2. Our employees are aware of how much their roles matter in our organization

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* 3. Our employees are engaged at work every day and are excited to work for us

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* 4. Our employees feel empowered to decide how to do their work

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* 5. Our employees understand the purpose of our organisation

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* 6. Our employees have the ability to make front line decisions to improve the customer experience

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* 7. Our employees are clear on how to deliver great service to customers

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* 8. Our employees are clear on how to live up to our service values

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* 9. Our employees work hard to emotionally connect with the customer

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* 10. Our organisation has unique personality traits

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* 11. We offer a different customer experience compared to other government services

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* 12. We communicate a uniquely presented brand

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* 13. Our organisation has a clear identity and personality

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* 14. Our organisation understands our target markets’ needs

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* 15. We understand what is unique in our service offering

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* 16. Employees know the goal of their individual team and are working towards it

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* 17. We can explain our services clearly to our customers

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* 18. We have a clear service concept and vision

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* 19. We have clear service metrics which relate to our service goals

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* 20. We have linked service metrics to process improvements

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* 21. HR practices like recognition and rewards and connected to service goals and metrics

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* 22. We all know the importance of being ‘reliable’ in delivering service

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* 23. We all understand the importance of taking ownership in delivering service

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* 24. We know to build strong relationships with our customers

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* 25. We know how to handle customer problems when they arise

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* 26. We coach employees one-on-one to provide better service

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* 27. There is a strong coaching and feedback culture in our teams

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* 28. We meet regularly to talk about service in our teams

Strongly Disagree Neither Strongly Agree
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* 29. We share the voice of the customer consistently with all employees

Strongly Disagree Neither Strongly Agree
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