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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.
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:
*
2.
Our employees are aware of how much their roles matter in our organization
(Required.)
Strong Disagree
Neither
Strongly Agree
Clear
*
3.
Our employees are engaged at work every day and are excited to work for us
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
4.
Our employees feel empowered to decide how to do their work
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
5.
Our employees understand the purpose of our organisation
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
6.
Our employees have the ability to make front line decisions to improve the customer experience
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
7.
Our employees are clear on how to deliver great service to customers
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
8.
Our employees are clear on how to live up to our service values
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
9.
Our employees work hard to emotionally connect with the customer
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
10.
Our organisation has unique personality traits
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
11.
We offer a different customer experience compared to other government services
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
12.
We communicate a uniquely presented brand
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
13.
Our organisation has a clear identity and personality
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
14.
Our organisation understands our target markets’ needs
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
15.
We understand what is unique in our service offering
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
16.
Employees know the goal of their individual team and are working towards it
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
17.
We can explain our services clearly to our customers
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
18.
We have a clear service concept and vision
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
19.
We have clear service metrics which relate to our service goals
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
20.
We have linked service metrics to process improvements
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
21.
HR practices like recognition and rewards and connected to service goals and metrics
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
22.
We all know the importance of being ‘reliable’ in delivering service
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
23.
We all understand the importance of taking ownership in delivering service
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
24.
We know to build strong relationships with our customers
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
25.
We know how to handle customer problems when they arise
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
26.
We coach employees one-on-one to provide better service
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
27.
There is a strong coaching and feedback culture in our teams
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
28.
We meet regularly to talk about service in our teams
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
*
29.
We share the voice of the customer consistently with all employees
(Required.)
Strongly Disagree
Neither
Strongly Agree
Clear
Thanks for filling out survey. Click Done and I will send you your evaluation in 24 hours!
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