ST. LOUIS REGION CUSTOMER SERVICE SURVEY

Is your organization's strategy for working with customers primarily focused on: (Select all that apply).

Acquisition of new customers
Determining customer value
Retention
One-time Transactions
Improving the brand through “positive word of mouth” advertising
Other (please specify)

Which customer service values does your organization already fulfill? (Select all that apply).

Deliberately helps customers achieve their goals
Communicate through a wide range of appropriate media
Take action to collaborate with customer
None of these things
Other

How does your organization use customer information? (Select all that apply).

We just don't use customer information
Reporting, little action taken
Use information from analysis to help in tactical activity
Integrated customer information used for all decision support
Customer insight drives the development of the organization

Where are your customer service resources focused?

ONLY on improving the business aspect
MAINLY on improving the business aspect
BALANCED between the business and human aspect
MAINLY on improving the human aspect
ONLY on improving the human aspect

At what levels does your organization currently offer customer service training? (Select all that apply).

Executive Management Level
Mid-Management Level
Supervisor Level
Frontline Service Level
None

My company actively engages in activities to meet customer expectations.

Strongly Agree
Agree
Neither agree nor disagree
Disagree
Strongly Disagree

What's important to you as customer? (Select all that apply).

Seamless Service
Trustworthiness
Resourcefulness
Attentiveness
Other

Would you like to know about future needs in the following customer service areas? (Select all that apply).

Creating customer loyalty
Improving bottom-line results
Anticipating customer's needs
Handling customer complaints
Other

Which of the following best describes your company?

Manufacturing                             Lodging and Food Services
Financial/Insurance                    Healthcare
Construction                               Transportation/Telecommunication/Utilities
High-tech                                     Other
Retail Products and Services      

How many employees are at your current location?

1 - 74
75 - 99
100 - 249
250 - 499
500 - 1000
Over 1000

 

Contact Information

Your Name:
Title:
Email:
Company:
Business Phone #:

 

I would like to receive a complimentary copy of the survey report.

 

 

 

I would like to be contacted by CBIL to schedule a no-cost consultation with a Business Practice Leader.

Thank you for your contribution to our ability to serve the St. Louis Region.