ORGANISATIONAL DIAGNOSTICS
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What is an audit and what to expect from an organisational survey?
Does the company need an organisational survey and when?
Advantages and disadvantages of organisational surveys
Why organisational surveys fail?
Client / Customer Service Survey
What does the questionnaire measure?
The questionnaire provides feedback to management about the various dimensions of customer/client service. The survey can be adapted for specific sale settings.
The purpose of the client service audit is to determine the following:
- What are the perceptions of employees in the various departments of the services they receive/give?
- How effective do customers perceive the services they receive to be in terms of quality, competence, urgency, value added and customer orientation?
What dimensions are measured?
The questionnaire measures the following main areas:
- image
- contact
- urgency
- flexibility
- competence
- added value
- relations
- cost consciousness
- methods
- potential
- Designed by Adéle Martins
- Copyright © 2002 Organisational Diagnostics. All rights reserved.
Revised: February, 2002
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