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Seb Anthony

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Customer Focus


I am looking for a Customer Service -self evaluation questionnaire or similar which may help to identify the current level of customer service provided by the delegates. I would like to use it as a starting point of the course which I can then build on throughout the day.

I would also appreciate any other advice of what people include in their "Developing Customer Focus" courses.
Thanks in advance
Liz Mackay

2 Responses

  1. …i’m not sure….
    Hi Liz

    Do you think you will be able to find a meaningful self diagnostic of the customer perceptions?

    My suspicion is that the best you will get out of this is a biased view based on customer complaint levels and/or repeat business. Given the statistics on complaint:satisfaction ratios this is at best devisive.

    Your audience base is varied enough to have a range of B2C and B2B organisations with sales that range from high value-low volume to low value-high volume in each case. Therfore there may be enough apparent justification for claims of irrelevance of any comparison.

    Having been so negative what you could perhaps do is create your own own questionnaire and then ask the delegates to group together in affinity groups to investigate the issues and solutions. That might be more pertinent to them and less contentious for you.

    If they are all local businesses be aware of the fact that they may actually be each other’s customers….I can tell you from experience that that can really open up some interesting discussions!

    I hope this helps


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