Customer Focus Self Assessment Questionnaire
This self-assessment questionnaire is designed to be used in preparation for work developing team and service awareness of their customer focus.
Focussed Services
(1.
Is the key purpose of the service or services clearly defined?
some way to go
acceptable
doing well
not applicable
(2.
Is it clear who the service or services are targeted at?
(3.
Are you able to tell whether your services are reaching their target group? Would you be able to tell if any priority customers are failing to get a service?
(4.
Do you monitor service use for equal opportunities purposes to ensure a fair and consistent service is received by all your customers?
(5.
Are you confident that staff structures reflect the needs of customers?
(6.
Are services being designed in conjunction with key partners to ensure joined up or seamless delivery to customers?
Where more than one organisation or part of the Council delivers to the same group of users:
(7.
(8.
Has the customer journey been mapped and services changed to ensure that they are customer focussed?
(9.
Can you demonstrate that your service provides value for money?
Clear standards
(10.
Are clear and relevant service standards in place?
(11.
Is performance monitored against agreed standards in order to make improvements?
(12.
Is performance benchmarked with other organisations and services?
Engagement
(13.
Are customers involved in the planning of new services?
(14.
Is customer feedback gathered and used to make direct service improvements?
(15.
Do employees have the opportunity to make suggestions for service improvements?
Communication
(16.
Are service standards and complaints procedures communicated to customers?
(17.
Are your communications in plain English?
(18.
Are all your customer-facing communications available in other languages?
Responsiveness to customer needs
(19.
Are new ways of providing your services being investigated in order to better meet the needs of your customers?
(20.
Has the learning and development required to ensure continuous improvement in customer service been identified?
(21.
Do you have any (ICT based) processes in place that enable customer to self-serve?
(22.
Do customers advocate the service?