Parker Wright Customer Service Assessment

1. Parker Wright Customer Service Assessment

This brief assessment will offer you an indication of your current customer service capacity. The following questions will take less than seven minutes to complete. We hope you find value in this exercise.

Question Title

* 1. Has your organization clearly identified and communicated to all levels of the organization who are your customers?

Yes, everyone is aware

Yes, we are pretty clear on customer value

We think we have

Not, clear at this time

Have not performed that work

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* 2. Have you determined the "lifetime" value of each customer?

Yes

Partially

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* 3. Do you have written customer service procedures?

Yes

In Some Areas

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* 4. When was the last time you had direct customer service contact?

This month

This quarter

This year

Last year

Longer than that

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* 5. When was the last time you conducted a customer satisfaction survey?

Part 6 Months

6 to 12 Months

1 to 2 Years Ago

2 to 3 Years Ago

Never

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* 6. How does your organization compete, strategically, in the marketplace?

Low Cost -- Operational Excellence, we can sustain our competitive advantage with our cost structure

Most Products -- Product Differentiation, we can continue to offer more and better products than our competition

Customer service -- Customer Intimacy, we know our customers, their needs and meet those needs better than the competition

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* 7. How does your organization capture and report customer satisfaction information? (i.e. How do you know if you are doing well and who gets the reports?)

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* 8. Does your organization have a receptionist, i.e. a physical person, who handles customers calls, initial inquiries and walk-ins to your location?

Yes

In a manner of speaking

Parker Wright Customer Service Assessment

1. Parker Wright Customer Service Assessment

Question Title

* 1. Has your organization clearly identified and communicated to all levels of the organization who are your customers?

Question Title

* 2. Have you determined the "lifetime" value of each customer?

Question Title

* 3. Do you have written customer service procedures?

Question Title

* 4. When was the last time you had direct customer service contact?

Question Title

* 5. When was the last time you conducted a customer satisfaction survey?

Question Title

* 6. How does your organization compete, strategically, in the marketplace?

Question Title

* 7. How does your organization capture and report customer satisfaction information? (i.e. How do you know if you are doing well and who gets the reports?)

Question Title

* 8. Does your organization have a receptionist, i.e. a physical person, who handles customers calls, initial inquiries and walk-ins to your location?

Question Title

* 9. If your response to question 8 was -- In a manner of speaking -- please explain.

Question Title

* 10. If you would like to receive the basic results of this survey, please provide your e-mail address below. Thank you.