Diagnose Your Service Culture and Climate! The questionnaire below is a simple 28 question assessment tool to evaluate strengths and weaknesses of your service culture as related to the FAME model from the book.

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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!

Name:

Organization:

Email address:

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2. Our employees are aware of how much their roles matter in our organization (Required.)

Strong Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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3. Our employees are engaged at work every day and are excited to work for us (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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4. Our employees feel empowered to decide how to do their work (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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5. Our employees understand the purpose of our organisation (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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6. Our employees have the ability to make front line decisions to improve the customer experience (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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7. Our employees are clear on how to deliver great service to customers (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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8. Our employees are clear on how to live up to our service values (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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9. Our employees work hard to emotionally connect with the customer (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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10. Our organisation has unique personality traits (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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11. We offer a different customer experience compared to other government services (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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12. We communicate a uniquely presented brand (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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13. Our organisation has a clear identity and personality (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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14. Our organisation understands our target markets’ needs (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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15. We understand what is unique in our service offering (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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16. Employees know the goal of their individual team and are working towards it (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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17. We can explain our services clearly to our customers (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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18. We have a clear service concept and vision (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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19. We have clear service metrics which relate to our service goals (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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20. We have linked service metrics to process improvements (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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21. HR practices like recognition and rewards and connected to service goals and metrics (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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22. We all know the importance of being ‘reliable’ in delivering service (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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23. We all understand the importance of taking ownership in delivering service (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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24. We know to build strong relationships with our customers (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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25. We know how to handle customer problems when they arise (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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26. We coach employees one-on-one to provide better service (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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27. There is a strong coaching and feedback culture in our teams (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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28. We meet regularly to talk about service in our teams (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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29. We share the voice of the customer consistently with all employees (Required.)

Strongly Disagree

Neither

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Thanks for filling out survey. Click Done and I will send you your evaluation in 24 hours!

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

* 5. Our employees understand the purpose of our organisation (Required.)

Question Title

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

Question Title

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

Question Title

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

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

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* 10. Our organisation has unique personality traits (Required.)

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

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* 12. We communicate a uniquely presented brand (Required.)

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* 13. Our organisation has a clear identity and personality (Required.)

Question Title

* 14. Our organisation understands our target markets’ needs (Required.)

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

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

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* 17. We can explain our services clearly to our customers (Required.)

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* 18. We have a clear service concept and vision (Required.)

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

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* 20. We have linked service metrics to process improvements (Required.)

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

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

Question Title

* 29. We share the voice of the customer consistently with all employees (Required.)

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

2. Our employees are aware of how much their roles matter in our organization (Required.)

3. Our employees are engaged at work every day and are excited to work for us (Required.)

4. Our employees feel empowered to decide how to do their work (Required.)

5. Our employees understand the purpose of our organisation (Required.)

6. Our employees have the ability to make front line decisions to improve the customer experience (Required.)

7. Our employees are clear on how to deliver great service to customers (Required.)

8. Our employees are clear on how to live up to our service values (Required.)

9. Our employees work hard to emotionally connect with the customer (Required.)

10. Our organisation has unique personality traits (Required.)

11. We offer a different customer experience compared to other government services (Required.)

12. We communicate a uniquely presented brand (Required.)

13. Our organisation has a clear identity and personality (Required.)

14. Our organisation understands our target markets’ needs (Required.)

15. We understand what is unique in our service offering (Required.)

16. Employees know the goal of their individual team and are working towards it (Required.)

17. We can explain our services clearly to our customers (Required.)

18. We have a clear service concept and vision (Required.)

19. We have clear service metrics which relate to our service goals (Required.)

20. We have linked service metrics to process improvements (Required.)

21. HR practices like recognition and rewards and connected to service goals and metrics (Required.)

22. We all know the importance of being ‘reliable’ in delivering service (Required.)

23. We all understand the importance of taking ownership in delivering service (Required.)

24. We know to build strong relationships with our customers (Required.)

25. We know how to handle customer problems when they arise (Required.)

26. We coach employees one-on-one to provide better service (Required.)

27. There is a strong coaching and feedback culture in our teams (Required.)

28. We meet regularly to talk about service in our teams (Required.)

29. We share the voice of the customer consistently with all employees (Required.)