BAQ Customer Relations Business Assessment Questionnaire – Customer Relations Company name Email address Are your employees trained to provide excellent customer service? YesNo Do your employees feel empowered to resolve customer complaints and issues? YesNo Do you have a secret Shopper program? YesNo Do you use interactive scripts when calling customers? YesNo Do you collect data about customer satisfaction, loyalty and/or defection? YesNo Do you allow your staff to have direct contact with your customers? YesNo 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 12345 Employees are empowered to resolve customer complaints and issues up to a specified dollar amount in claims quickly 12345 If we cannot deliver the product/service as promised and on time we notify the customer in advance 12345 We strive to make sure that our customers have an outstanding experience with us by doing little things and “going the extra mile” 12345 We visit and/or survey our customers regularly to determine their satisfaction 12345 We always treat customers the way we would want to be treated 12345 Employees are always neatly dressed and groomed 12345 Both the outside and inside of our facilities are clean, attractive, in good repair, and inviting 12345 We consistently under-promise and over-deliver 12345 Δ