For each characteristic, rate the extent to which the statement is true about your own organization, using the scale below. Then add up the scours for each cluster in the space entitled Your Score. Next, calculate your percentage rating by dividing your score by the highest possible score. Our organization is totally committed to the idea of creating satisfied customers.
Executives demonstrate with their actions that customer satisfaction is important.
Our goal is to exceed the expectations of our customers in the things that matter most to them. Being customer-focused is a major factor in determining who gets ahead in our organization. Our organization is totally committed to the idea of quality. Serving customers needs takes precedence over serving our internal needs. When it comes to selling, we play a consultative or partnership role with our customers.