Company Service Aptitude Test

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Company Service Aptitude Test

This test is designed to identify areas of opportunity within the organization regarding the level of customer service. Please answer as honestly as you can based on your opinion and experience, or N/A if you feel a question does not apply to our department.

I. SERVICE VISION
Service Vision--A clear purpose of why the business exists

USE THE FOLLOWING GUIDE WHEN ANSWERING:
Extremely Inaccurate: happens less than 25% of the time
Somewhat Inaccurate: happens less than 60% of the time
Somewhat Accurate: happens more than 60% of the time
Extremely Accurate: happens more than 85% of the time

1.Our company has a strong service brand promise which instills service passion in all employees

2.Our employees can articulate what our service brand promise(s) is

3.Our employees are educated on how critical their role is in successfully delivering our service brand promise

4.Our company constantly articulates our service brand promise and vision to all NEW employees during their orientation

5.Our company constantly articulates our service brand promise and vision to all EXISTING employees through various communications, i.e. signage, meetings

II. WORLD CLASS INTERNAL CULTURE
World Class Internal Culture--Attract, hire and retain only the people who have the Service DNA

USE THE FOLLOWING GUIDE WHEN ANSWERING
Extremely Inaccurate: happens less than 25% of the time
Somewhat Inaccurate: happens less than 60% of the time
Somewhat Accurate: happens more than 60% of the time
Extremely Accurate: happens more than 85% of the time

1. We have a daily staff meeting with employees, in person or by phone, at the start of each workday/shift

2. Our company's culture was created intentionally by design with constant focus on company values, not just announced

3. Our employees challenge each other to meet customer service standards

4. Our internal/employee culture is very strong