1. We have regular on-going training in Customer Care Skills.

Yes

No

2. We have a clear vision of what we want the customer experience to look like.

Yes

No

3. We talk about how to delight our customers at our staff meetings.

Yes

No

4. Our company culture is customer-focused.

Yes

No

5. We know what our customers' expectations are.

Yes

No

6. We have a strategy for keeping more of our customers.

Yes

No

7. We have a set of customer care standards.

Yes

No

8.We measure our performance against those standards.

Yes

No

9. We know why we lose customers.

Yes

No

10. We have a "recovery strategy" for dealing with customer problems.

Yes

No