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START & EXPLANATION
THE RIGHT MINDSET
EMPATHY AND CONNECTION
PROFESSIONAL RELIABILITY
CRAFTSMANSHIP AND EXPECTATION MANAGEMENT
PROACTIVE VALUE CREATION
CONTACT DETAILS & SUBMIT

Discover in 5 minutes how your business
scores on customer experience!

With this comprehensive quickscan, you will quickly gain insight into your customer experience, based on the 5 pillars of the Ultimate Customer Experience:

⭐ The right mindset
⭐ Empathy & connection
⭐ Professional reliability
⭐ Craftsmanship & expectation management
⭐ Proactive value creation

You will assess 50 statements, divided into 5 pillars, with a score of 1 to 5 stars:

⭐ = needs improvement
⭐⭐ = fair
⭐⭐⭐ = satisfactory
⭐⭐⭐⭐ = good
⭐⭐⭐⭐⭐ = excellent

At the end, we ask for your name, company name, and email address so that we can send your personal profile by email, including a clear scorecard and three concrete recommendations.

1. Management sees customer service as an important means of distinguishing ourselves from the competition.

needs improvementfairsatisfactorygoodexcellent

2. In our organisation, we believe that investing in customer service contributes to long-term success.

needs improvementfairsatisfactorygoodexcellent

3. Customer service is seen as an important part of who we are as a brand.

needs improvementfairsatisfactorygoodexcellent

4. We understand that good customer contact helps us fulfil our brand promise.

needs improvementfairsatisfactorygoodexcellent

5. Employees know that the way we provide service is part of how our brand is perceived.

needs improvementfairsatisfactorygoodexcellent

6. Within the organisation, it is clear that customer loyalty and long-term relationships are important for our growth.

needs improvementfairsatisfactorygoodexcellent

7. Even as we grow, everyone still considers it important to provide excellent customer service.

needs improvementfairsatisfactorygoodexcellent

8. Employees feel responsible for ensuring that customers are satisfied.

needs improvementfairsatisfactorygoodexcellent

9. Employees are given trust and space to make decisions that contribute to customer satisfaction.

needs improvementfairsatisfactorygoodexcellent

10. We actively use customer feedback to improve our service.

needs improvementfairsatisfactorygoodexcellent

11. Employees listen attentively to the customer and genuinely try to understand the situation.

needs improvementfairsatisfactorygoodexcellent

12. Customers feel understood and helped, even if they have a complaint.

needs improvementfairsatisfactorygoodexcellent

13. Our communication is clear, friendly, and focused on finding a solution.

needs improvementfairsatisfactorygoodexcellent

14. Customers are always treated politely and respectfully.

needs improvementfairsatisfactorygoodexcellent

15. Complaints are resolved professionally and thoroughly.

needs improvementfairsatisfactorygoodexcellent

16. The customer experience is consistent, regardless of which channel they use to contact us.

needs improvementfairsatisfactorygoodexcellent

17. Employees are friendly, knowledgeable, and work with the customer to find solutions.

needs improvementfairsatisfactorygoodexcellent

18. Customers are kept well informed if there are delays or errors.

needs improvementfairsatisfactorygoodexcellent

19. Employees show understanding and patience, even with difficult or angry customers.

needs improvementfairsatisfactorygoodexcellent

20. We show that we listen to feedback and improve our service where necessary.

needs improvementfairsatisfactorygoodexcellent

21. We have clear agreements on how quickly we respond to customer inquiries, and these are actively monitored.

needs improvementfairsatisfactorygoodexcellent

22. Follow-up on customer inquiries is always carried out neatly and consistently.

needs improvementfairsatisfactorygoodexcellent

23. There is a fixed process for handling customer inquiries, so everyone does the same.

needs improvementfairsatisfactorygoodexcellent

24. Customer inquiries are centrally recorded, not scattered across mailboxes, WhatsApp, or other isolated platforms.

needs improvementfairsatisfactorygoodexcellent

25. Roles and responsibilities for customer contact are clear to everyone.

needs improvementfairsatisfactorygoodexcellent

26. Our team can respond quickly and effectively to customer inquiries and complaints.

needs improvementfairsatisfactorygoodexcellent

27. Escalations run smoothly, without chaos or confusion.

needs improvementfairsatisfactorygoodexcellent

28. The service experience is the same everywhere, regardless of which employee or channel the customer speaks to.

needs improvementfairsatisfactorygoodexcellent

29. The brand promise matches what customers actually experience, and employees actively convey this in their contact.

needs improvementfairsatisfactorygoodexcellent

30. Customer data is correctly and securely collected and used so we can improve our service.

needs improvementfairsatisfactorygoodexcellent

31. We have clearly defined what our service promise is.

needs improvementfairsatisfactorygoodexcellent

32. We have clearly agreed on the level of service we provide and what we do not offer, so customers know what to expect.

needs improvementfairsatisfactorygoodexcellent

33. Employees have the right knowledge of products and processes to assist customers effectively.

needs improvementfairsatisfactorygoodexcellent

34. Customer inquiries are answered correctly and completely.

needs improvementfairsatisfactorygoodexcellent

35. Employees receive training in customer-oriented working and how to represent our brand promise.

needs improvementfairsatisfactorygoodexcellent

36. Team leaders ensure the quality of customer contact remains high.

needs improvementfairsatisfactorygoodexcellent

37. Recurring customer issues are addressed structurally.

needs improvementfairsatisfactorygoodexcellent

38. Internal processes are designed to resolve customer issues quickly and efficiently.

needs improvementfairsatisfactorygoodexcellent

39. Collaboration between teams (e.g. sales, support, marketing) is efficient.

needs improvementfairsatisfactorygoodexcellent

40. Technologies such as CRM, helpdesk, chat, or self-service effectively support employees in customer contact.

needs improvementfairsatisfactorygoodexcellent

41. Our customer service has clear tasks and responsibilities.

needs improvementfairsatisfactorygoodexcellent

42. Frequently asked questions are documented in a knowledge base or FAQ.

needs improvementfairsatisfactorygoodexcellent

43. We actively measure customer satisfaction and use feedback to improve our service.

needs improvementfairsatisfactorygoodexcellent

44. Our customer service is continuously developing based on data and insights.

needs improvementfairsatisfactorygoodexcellent

45. We track important KPIs such as first-time fix, NPS, response time, and customer satisfaction.

needs improvementfairsatisfactorygoodexcellent

46. Customers are proactively informed about new services or changes.

needs improvementfairsatisfactorygoodexcellent

47. Customer insights are systematically collected and used to improve processes.

needs improvementfairsatisfactorygoodexcellent

48. We use technology to reduce repetitive tasks and enhance the customer experience.

needs improvementfairsatisfactorygoodexcellent

49. Feedback from customers is communicated back to both customers and employees.

needs improvementfairsatisfactorygoodexcellent

50. Improvement actions based on feedback are systematically implemented and monitored.

needs improvementfairsatisfactorygoodexcellent

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