BAQ Customer Relations

Company name

Email address

Are your employees trained to provide excellent customer service? YesNo

Do your employees feel empowered to resolve customer complaints and issues? YesNo

Do you have a secret Shopper program? YesNo

Do you use interactive scripts when calling customers? YesNo

Do you collect data about customer satisfaction, loyalty and/or defection? YesNo

Do you allow your staff to have direct contact with your customers? YesNo

Note that #1 means you strongly agree,

#2 means you somewhat agree,

#3 means you neither agree nor disagree,

#4 means you somewhat disagree and

#5 means you strongly disagree.

We quickly resolve customer problems to the satisfaction of the customer 12345

Employees are empowered to resolve customer complaints and issues up to a specified dollar amount in claims quickly 12345

If we cannot deliver the product/service as promised and on time we notify the customer in advance 12345

We strive to make sure that our customers have an outstanding experience with us by doing little things and “going the extra mile” 12345

We visit and/or survey our customers regularly to determine their satisfaction 12345

We always treat customers the way we would want to be treated 12345

Employees are always neatly dressed and groomed 12345

Both the outside and inside of our facilities are clean, attractive, in good repair, and inviting 12345

We consistently under-promise and over-deliver 12345

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