Customer Service Audit

So, you made it to this page. I am not sure if it was your own appreciation for customer service, the offer of 1 (one) complimentary hour of service or both, but I am grateful. You see, we really want to get this customer service thing down. and we cannot do that without you. We can guess all day how well we do certain things and which areas have room for growth. But nothing comes close to hearing straight from our clients. So, go ahead and give it to us. The good. The bad. The truth. :)

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Politeness of Personnel

How important is it?
How do we do on it?

Getting the job done right the first time

How important is it?
How do we do on it?

Apologizing for delays

How important is it?
How do we do on it?

Prompt revisions

How important is it?
How do we do on it?

Not arguing over who's responsible for a problem (owning the problem)

How important is it?
How do we do on it?

Receiving things ready when promised

How important is it?
How do we do on it?

Making everything convenient for you

How important is it?
How do we do on it?

Being Available when needed

How important is it?
How do we do on it?

Performing the requested work, not extra work that wasn't wanted

How important is it?
How do we do on it?

Reminding you when you need new products

How important is it?
How do we do on it?

Reminding you when you need maintenance or updates

How important is it?
How do we do on it?

Responding quickly to complaints

How important is it?
How do we do on it?

Responding fairly to complaints

How important is it?
How do we do on it?

Matching competitors prices

How important is it?
How do we do on it?

Matching competitors capabilities

How important is it?
How do we do on it?

Answering the phone quickly

How important is it?
How do we do on it?

Responding quickly to emails

How important is it?
How do we do on it?

Avoiding irritating sales pitches

How important is it?
How do we do on it?

Invoicing accurately

How important is it?
How do we do on it?

Not using rude letters to collect balances

How important is it?
How do we do on it?

Not using rude phone calls to collect balances

How important is it?
How do we do on it?

Not adding promotions to invoices

How important is it?
How do we do on it?

Providing frequent user benefits

How important is it?
How do we do on it?

Honoring frequent-user offers fairly, without small print exceptions

How important is it?
How do we do on it?

Honoring coupons and other discounts

How important is it?
How do we do on it?

Informing you quickly and fully about problems

How important is it?
How do we do on it?

Making up for mistakes or delays with offers of real value

How important is it?
How do we do on it?

Being reliable

How important is it?
How do we do on it?

Being consistent and predictable

How important is it?
How do we do on it?

Being creative at problem solving

How important is it?
How do we do on it?

Caring about your concerns and issues

How important is it?
How do we do on it?

Listening well and fully to your complaints

How important is it?
How do we do on it?

Being easy to reach when there is a problem or complaint

How important is it?
How do we do on it?

Providing individual attention and custom service

How important is it?
How do we do on it?