Assess your Service Culture

Get to know strengths and weaknesses of your service culture. This simple tool assesses your culture using the framework of the Gustavson Service Leadership Program.

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Question Title

* 1. Please enter your contact details. We will send you an evaluation.

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Company

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Question Title

* 2. Indicate whether the following statements apply to your service culture.

	Disagree	Neither	Agree	Doesn't apply
1. Our employees are aware of how much their roles matter in our organization	1. Our employees are aware of how much their roles matter in our organization Disagree	1. Our employees are aware of how much their roles matter in our organization Neither	1. Our employees are aware of how much their roles matter in our organization Agree	1. Our employees are aware of how much their roles matter in our organization Doesn't apply
2. Our employees are engaged at work every day and are excited to work for us	2. Our employees are engaged at work every day and are excited to work for us Disagree	2. Our employees are engaged at work every day and are excited to work for us Neither	2. Our employees are engaged at work every day and are excited to work for us Agree	2. Our employees are engaged at work every day and are excited to work for us Doesn't apply
3. Our employees feel empowered to decide how to do their work	3. Our employees feel empowered to decide how to do their work Disagree	3. Our employees feel empowered to decide how to do their work Neither	3. Our employees feel empowered to decide how to do their work Agree	3. Our employees feel empowered to decide how to do their work Doesn't apply
4. Our employees understand the purpose of our brand	4. Our employees understand the purpose of our brand Disagree	4. Our employees understand the purpose of our brand Neither	4. Our employees understand the purpose of our brand Agree	4. Our employees understand the purpose of our brand Doesn't apply
5. Our employees have the ability to make front line decisions to improve the customer experience	5. Our employees have the ability to make front line decisions to improve the customer experience Disagree	5. Our employees have the ability to make front line decisions to improve the customer experience Neither	5. Our employees have the ability to make front line decisions to improve the customer experience Agree	5. Our employees have the ability to make front line decisions to improve the customer experience Doesn't apply
6. Our employees are clear on how to deliver great service to customers	6. Our employees are clear on how to deliver great service to customers Disagree	6. Our employees are clear on how to deliver great service to customers Neither	6. Our employees are clear on how to deliver great service to customers Agree	6. Our employees are clear on how to deliver great service to customers Doesn't apply
7. Our employees are clear on how to live up to our service values	7. Our employees are clear on how to live up to our service values Disagree	7. Our employees are clear on how to live up to our service values Neither	7. Our employees are clear on how to live up to our service values Agree	7. Our employees are clear on how to live up to our service values Doesn't apply
8. Our employees work hard to emotionally connect with the customer	8. Our employees work hard to emotionally connect with the customer Disagree	8. Our employees work hard to emotionally connect with the customer Neither	8. Our employees work hard to emotionally connect with the customer Agree	8. Our employees work hard to emotionally connect with the customer Doesn't apply
9. Our brand has unique personality traits	9. Our brand has unique personality traits Disagree	9. Our brand has unique personality traits Neither	9. Our brand has unique personality traits Agree	9. Our brand has unique personality traits Doesn't apply
10. We offer a different customer experience compared to the competition	10. We offer a different customer experience compared to the competition Disagree	10. We offer a different customer experience compared to the competition Neither	10. We offer a different customer experience compared to the competition Agree	10. We offer a different customer experience compared to the competition Doesn't apply
11. We communicate a uniquely presented brand	11. We communicate a uniquely presented brand Disagree	11. We communicate a uniquely presented brand Neither	11. We communicate a uniquely presented brand Agree	11. We communicate a uniquely presented brand Doesn't apply
12. Our brand has a clear identity and personality	12. Our brand has a clear identity and personality Disagree	12. Our brand has a clear identity and personality Neither	12. Our brand has a clear identity and personality Agree	12. Our brand has a clear identity and personality Doesn't apply
13. We understand our target markets’ needs	13. We understand our target markets’ needs Disagree	13. We understand our target markets’ needs Neither	13. We understand our target markets’ needs Agree	13. We understand our target markets’ needs Doesn't apply
14. We understand what is unique in our service offering	14. We understand what is unique in our service offering Disagree	14. We understand what is unique in our service offering Neither	14. We understand what is unique in our service offering Agree	14. We understand what is unique in our service offering Doesn't apply
15. Employees know the goal of their individual team and are working towards it	15. Employees know the goal of their individual team and are working towards it Disagree	15. Employees know the goal of their individual team and are working towards it Neither	15. Employees know the goal of their individual team and are working towards it Agree	15. Employees know the goal of their individual team and are working towards it Doesn't apply
16. We can explain our target market offer clearly to our customers	16. We can explain our target market offer clearly to our customers Disagree	16. We can explain our target market offer clearly to our customers Neither	16. We can explain our target market offer clearly to our customers Agree	16. We can explain our target market offer clearly to our customers Doesn't apply
17. We have a clear service concept and vision	17. We have a clear service concept and vision Disagree	17. We have a clear service concept and vision Neither	17. We have a clear service concept and vision Agree	17. We have a clear service concept and vision Doesn't apply
18. We have clear service metrics which relate to our service goals	18. We have clear service metrics which relate to our service goals Disagree	18. We have clear service metrics which relate to our service goals Neither	18. We have clear service metrics which relate to our service goals Agree	18. We have clear service metrics which relate to our service goals Doesn't apply
19. We have linked service metrics to process improvements	19. We have linked service metrics to process improvements Disagree	19. We have linked service metrics to process improvements Neither	19. We have linked service metrics to process improvements Agree	19. We have linked service metrics to process improvements Doesn't apply
20. HR practices like recognition and rewards are connected to service goals and metrics	20. HR practices like recognition and rewards are connected to service goals and metrics Disagree	20. HR practices like recognition and rewards are connected to service goals and metrics Neither	20. HR practices like recognition and rewards are connected to service goals and metrics Agree	20. HR practices like recognition and rewards are connected to service goals and metrics Doesn't apply
21. We all know the importance of being ‘reliable’ in delivering service	21. We all know the importance of being ‘reliable’ in delivering service Disagree	21. We all know the importance of being ‘reliable’ in delivering service Neither	21. We all know the importance of being ‘reliable’ in delivering service Agree	21. We all know the importance of being ‘reliable’ in delivering service Doesn't apply
22. We all understand the importance of taking ownership in delivering service	22. We all understand the importance of taking ownership in delivering service Disagree	22. We all understand the importance of taking ownership in delivering service Neither	22. We all understand the importance of taking ownership in delivering service Agree	22. We all understand the importance of taking ownership in delivering service Doesn't apply
23. We know to build strong relationships with our customers	23. We know to build strong relationships with our customers Disagree	23. We know to build strong relationships with our customers Neither	23. We know to build strong relationships with our customers Agree	23. We know to build strong relationships with our customers Doesn't apply
24. We know how to handle customer problems when they arise	24. We know how to handle customer problems when they arise Disagree	24. We know how to handle customer problems when they arise Neither	24. We know how to handle customer problems when they arise Agree	24. We know how to handle customer problems when they arise Doesn't apply
25. We coach employees one-on-one to provide better service	25. We coach employees one-on-one to provide better service Disagree	25. We coach employees one-on-one to provide better service Neither	25. We coach employees one-on-one to provide better service Agree	25. We coach employees one-on-one to provide better service Doesn't apply
26. There is a strong coaching and feedback culture in our teams	26. There is a strong coaching and feedback culture in our teams Disagree	26. There is a strong coaching and feedback culture in our teams Neither	26. There is a strong coaching and feedback culture in our teams Agree	26. There is a strong coaching and feedback culture in our teams Doesn't apply
27. We meet regularly to talk about service in our teams	27. We meet regularly to talk about service in our teams Disagree	27. We meet regularly to talk about service in our teams Neither	27. We meet regularly to talk about service in our teams Agree	27. We meet regularly to talk about service in our teams Doesn't apply
28. We share the voice of the customer consistently with all employees	28. We share the voice of the customer consistently with all employees Disagree	28. We share the voice of the customer consistently with all employees Neither	28. We share the voice of the customer consistently with all employees Agree	28. We share the voice of the customer consistently with all employees Doesn't apply