Diagnostic Surveys and Questionnaires

Published Books |  Handbooks and Reference Guides |  DVDs and Videos |  Diagnostic Surveys and Questionnaires  |  Copies of our PowerPoint Slides and Licensed Courses |  Other Fun Stuff

Please click on the link to go to the detailed listings.

We use a number of diagnostic tools to help us understand the nature of customer-centricity in our client companies. You can have access to these, and use them to plan your Customer Management strategies. There are four of these self-administered and self-scored questionnaires:

Are we Customer Driven?

Conduct a complete survey using more than 140 questions that determine if your company's people, structures, processes, systems and competences as they relate to customers are customer focused. You get feedback on your performance in 18 categories of practices, and this can help you to determine planning priorities for implementing action. (To see the list of all categories, please click here).

This assessment tool will help you to determine the current intent and reality, the consequences and effects of this reality, and the future desired state of affairs.

The list also serves as a checklist of all of the actions needed to ensure that you have covered all of the important activities to create a customer-driven architecture and culture in your business.

The Customer Relationship Assessment Tool.

A complete survey of your company's relationships with customers, and how they impact on your business. It helps you to analyse your relationships with customers as a precursor to a proper customer value analysis. (This survey can also serve as a checklist of the communication and relationship issues that can be enhanced to improve customer loyalty. Also available in a version for Internal Customer Assessment.)

The Attributes of a Customer-Focused Employee.

In typical performance management reviews, it is often useful to have a list of the behaviours and attitudes needed to delight customers. This survey can also be used for analysis of training needs, for analysis before the appointment of new employees, and also for briefing employees about your expectations as a manager.

Did You Inspire Me?

A survey of the management culture and behaviours that motivate people in a work environment. Measures aspects like: clarity of goals, job interest and challenge, satisfaction and rewards, standards of excellence, degree of responsibility and accountability, personal development and growth, working relationships, job security, management credibility, communication, and so on. Can be self-administered, or completed by members of a team.

“People don’t do business with a company, they do business with people who represent that company and can commit its resources and support. And people the world over do business with people they trust and respect.”

Carly Fiorina, Chairman and CEO of The Hewlett Packard Company (Retired)