Page 11 - Corporate Health Check

Customer Satisfaction

My company has an accurate & realistic overview of the
1) total complaint level as received by all areas and functions agree disagree don’t know
within the organization.

At least 20% of your revenue and 25% of our sales volume
2) generated through concepts to customers that are less than agree disagree don’t know
two years (one year) in existence/our portfolio.

My company evaluates its management of the customer
relationship through measures that predict or influence
3) customer satisfaction, such as response accuracy, timeliness, agree disagree don’t know
returns, lost customer etc., and it does regularly measure,
know, and act on the results.

The predictions of customer satisfaction as above show an
4)
improving trend. agree disagree don’t know
The company can show that these results are better or
5)
comparable with the competition. agree disagree don’t know

Regular surveys are conducted of the satisfaction level
6) covering at least 60% of our customers representing 80% agree disagree don’t know
or more of our revenue.

The perception measures of customer satisfaction as above
7)
show an improving trend. agree disagree don’t know

My company can demonstrate that these results are
8)
comparable with or better those of the competition. agree disagree don’t know
My company has a system which routinely ensures that
the portfolio of customer satisfaction measures is comprehensive,
9)
relevant, and accurate, and that these measurements are fully agree disagree don’t know
incorporated into operational routine.

My company has a routine method for analysing the performance
of its predictor and perception measures, and it has established
10) agree disagree don’t know
the causality and response loops for measuring the improvement
of requisite performance.

Our organization has a method that measures performance of
response loops between the organization’s sales force and
11) agree disagree don’t know
customer value maps as well as its dynamics and the requisite
performance shows improving trends.

My company has a method that measures the performance of the
translation process that translates understanding of the customers’
value map and its dynamics into process, code, and concept
12) agree disagree don’t know
improvement and innovation and the requisite performance shows
improving trends.

Our organization has a method that measures the ability of the
13) organization to introduce new concepts into the customers’ value agree disagree don’t know
map(s) and the requisite performance shows improving trends.

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