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
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