Lite Diagnostic Tool

Online questionnaire

SIMPLY SELECT THE CIRCLE BELOW FOR EACH QUESTION | 1 = DON'T AGREE | 4 = STRONGLY AGREE

    1) We know how to keep our customers interested

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    2) We know why customers leave

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    3) We know why customers stay

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    4) Our staff have the right tools to troubleshoot customer concerns

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    5) We know that the product we deliver meets customer expectations

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    6) Staff know what to communicate at the beginning, middle and end of the customer journey

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    7) What we promise and what we deliver are the same

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    8) The instructions on how to use our product are clear

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    9) The expected customer experience is clear to our staff

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    10) We have continuous strategy initiatives in place to stay relevant

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    11) Our product is the best it can be currently

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    12) Our leaders are informed about current trends in the market

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    13) Our staff are given the right tools and information to do their jobs

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    14) The importance of each role in the organization is clear

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    15) Our staff understand the customer and their pain points

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    16) We have learning material in place that is easy to understand

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    17) We communicate with employees on a regular basis about what we stand for

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    18) Our leaders model the right behaviours for staff

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    19) Staff know and understand our purpose and values

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    20) The reason why values are necessary is clear

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    21) Our values are integrated into staff induction and onboarding

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    22) Our company values are easy to understand and remember

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    23) Our vision is purpose-lead

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    24) We have collateral explaining our vision

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    25) Our vision is clear to our staff

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    26) We have a clearly defined brand promise

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    27) Our strategy is customer centric

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    28) I understand difference between a cost and differentiation strategy

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    29) Our company or organization is positioned in the market based on our purpose

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    30) Awareness of our purpose boosts productivity

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    31) Our staff know what our purpose is

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    32) Our purpose drives strategic and operating decisions

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    33) The pain points of our target market are clearly defined

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    34) Our target market is clear to all our staff

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    35) We use digital platforms to engage our audience

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    36) Our message is consistent across all physical and digital touch-points

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    37) Our business message can be told as a story

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    38) Customers can see and understand all of our offering

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    39) Our core product or service offering is clearly defined and easy to understand

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    40) Our sales content is easy to understand

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    41) The sales team understands our customer value proposition

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    42) I know which sales activities get results

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    43) Each role in the value chain is measured for success

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    44) Our workflow is understood by our staff

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    45) We get the job done on time

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    46) Suppliers know and understand what is expected of them

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    47) The goods/services we procure are of a high standard

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    48) Our process is clear to our suppliers

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    49) Our staff are educated on how to use our systems and processes

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    50) We have clearly defined cost structures that enable the team to make decisions by themselves

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    51) We automate admin work whenever possible

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    52) Our leaders communicate our process and purpose on a regular basis

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    53) We try to avoid jargon whenever possible

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    54) Our methodology is communicated simply and clearly to all staff

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