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.

100 150 white

"It is an immutable law in business that words are words, explanations are explanations, promises are promises but only performance is reality."
– Harold S. Geneen
dc_03.jpg
Go to top