For-Profits Tests
Take your company’s pulse.
Answer these two quick assessment tests honestly and you may have a valuable “Aha!” moment of insight into work you need to do with your employees, your customers, or your overall mission.
The Employees-Who-Delight-Their-Customers Test
Scoring: (4) Frequently, (3) Sometimes, (2) Rarely, (1) Never
| Do your employees: | Score |
| Readily solve customer problems rather than being road blocks? | |
| Relish thinking of customers as their job rather than as interruptions to their work? | |
| Gleefully keep smiles on their faces when they are with customers - in person, on the phone, or by email? | |
| Joyfully recognize they have both external and internal customers - their coworkers also need to be delighted? | |
| Acknowledge good performance and criticize constructively? | |
| TOTAL |
If your score is:
18 to 20 – you have customer-driven employees.
14 to 17 – you might want to reinforce your employee’s knowledge of your customers and customer service.
13 or below – your employees need a lot of help.
Satisfied Customers Test
Scoring: (4) Frequently, (3) Sometimes, (2) Rarely, (1) Never
| Do your customers: | Score |
| Call with positive comments? | |
| Recommend you to other potential customers? | |
| Let you know when they are not satisfied? | |
| Respond to surveys and other requests for information? | |
| Ask you for advice? | |
| TOTAL |
If your score is:
18 to 20 – you have great, loyal customers
14 to 17 – you have a solid customer base
13 or below – your organization isn’t connecting with its customers.
