BAQ Customer Relations

Business Assessment Questionnaire – Customer Relations

    Are your employees trained to provide excellent customer service?

    Do your employees feel empowered to resolve customer complaints and issues?

    Do you have a secret Shopper program?

    Do you use interactive scripts when calling customers?

    Do you collect data about customer satisfaction, loyalty and/or defection?

    Do you allow your staff to have direct contact with your customers?

    Note that #1 means you strongly agree,

    #2 means you somewhat agree,

    #3 means you neither agree nor disagree,

    #4 means you somewhat disagree and

    #5 means you strongly disagree.

    We quickly resolve customer problems to the satisfaction of the customer

    Employees are empowered to resolve customer complaints and issues up to a specified dollar amount in claims quickly

    If we cannot deliver the product/service as promised and on time we notify the customer in advance

    We strive to make sure that our customers have an outstanding experience with us by doing little things and “going the extra mile”

    We visit and/or survey our customers regularly to determine their satisfaction

    We always treat customers the way we would want to be treated

    Employees are always neatly dressed and groomed

    Both the outside and inside of our facilities are clean, attractive, in good repair, and inviting

    We consistently under-promise and over-deliver