B.O.B. Customer Feedback Programs Best Practices Self-Assessment Survey

Customer Feedback Programs Best Practices
Self-Assessment Survey

How well does your company adopt best practices in their Customer Feedback Program? Complete this short questionnaire to find out. This questionnaire is designed to assess your company's level of commitment toward the customers. Business Over Broadway has developed the first online Customer Feedback Programs Best Practices Survey based on scientific research that has identified specific business practices that significantly impact the success of Customer Feedback Programs.

To obtain your free assessment, simply answer each of the questions below regarding your company's current practices in their Customer Feedback Program. There are no "right" or "wrong" answers.

After completing the questionnaire, you will receive your personal score accompanied by brief feedback.

Be sure to answer all 25 questions. If left blank, you will not receive your score. When you have completed the survey, hit the submit button at the bottom of the page for your company's results.

Overall, how satisfied are you with the effectiveness of your company's customer feedback program in managing the customer relationship?

Please estimate how loyal your customers are now, relative to the customers of your industry competitors. For example, if your company has the highest customer loyalty, you would select "Highest Loyalty"; if your company's customer loyalty score was higher than 60% of your industry competitors, you would select "60th percentile". If your company does not know where they fall in the distribution, simply indicate "Don't know." If that information is confidential, simply indicate "Confidential."

For questions 1 through 25, please indicate how much you agree or disagree with each of the following statements. (check one response for each question)

	Strategy/Governance	Strongly Agree	Agree	Neither Agree Nor Disagree	Disagree	Strongly Disagree
1.	Customer feedback is included in the company’s strategic vision, mission and goals.
2.	A top executive (e.g., CEO, VP) is a champion of the customer feedback program.
3.	Customer feedback results are used in executives’ objectives and incentive compensation.
4.	Customer feedback results are used in front-line employees’ objectives and incentive compensation.
5.	Customer feedback results are as important as financial measures in making business decisions.





	Business Process Integration	Strongly Agree	Agree	Neither Agree Nor Disagree	Disagree	Strongly Disagree
6.	Customer feedback program is integrated into business processes and technology (e.g., CRM system).
7.	Customer feedback results are included in the company/executive dashboards.
8.	All areas of the customer feedback program (e.g., process and goals) are communicated regularly to the entire company.
9.	Customer feedback data are housed in the company’s CRM system.
10.	The resolution of customer issues that are identified using the customer feedback program is integrated into the company’s Customer Relationship Management system.





	Method	Strongly Agree	Agree	Neither Agree Nor Disagree	Disagree	Strongly Disagree
11.	Multiple methods of collecting customer feedback are used (e.g., Relationship survey, transactional surveys, Web site survey).
12.	Customer contact management process (e.g., identifying who gets surveyed) for the feedback process is integrated with the company’s Customer Relationship Management system.
13.	Company has evidence regarding the measurement quality (e.g., reliability and validity) of the data from the customer feedback program.
14.	Web surveys are used to collect customer feedback.
15.	Different measures of customer loyalty (e.g., advocacy, purchasing, and retention) are used.





	Reporting	Strongly Agree	Agree	Neither Agree Nor Disagree	Disagree	Strongly Disagree
16.	Web-based reporting tools are used to report customer feedback results to employees.
17.	Customer feedback results are shared throughout the company.
18.	Results of customer satisfaction research are presented externally (e.g., conferences, user groups, though-leader events).
19.	Customer feedback results are benchmarked against competitors and industry averages.
20.	Customer feedback data are reported at Account level (B2B) and for specific customer segments.





	Research	Strongly Agree	Agree	Neither Agree Nor Disagree	Disagree	Strongly Disagree
21.	Existing information from customer databases is used to help segment customer feedback data.
22.	Statistical relationships are established between customer feedback data and business metrics (e.g., revenue, margin).
23.	Statistical relationships are established between customer feedback data and operational metrics (e.g., turnaround time, hold time).
24.	Statistical relationships are established between customer feedback data and other constituency metrics (e.g., employee satisfaction or partner satisfaction metrics).
25.	Applied research using customer feedback data (e.g., validation studies, in-depth studies) is regularly conducted.

Additional Information

If you would like an in-depth assessment of your current Customer Feedback Program, please provide the information below or email us at info@businessoverbroadway.com.

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