Organisations normally have very laudable goals about customer centricity in their annual reports and strategic documents. A strong management system would always involve some sanity checking of what actually happens on the ground to implement the strategy. This would include some kind of mystery shopping as well as customer and staff surveys, to measure and track what level of customer experience is being delivered in practice.
This Quick Staff Survey Tool is a useful tool for a quick overview of what a large number of staff think. This tool should be used in addition to other tools like detailed staff surveys, workshops and one on one meetings.
Thanks to our colleagues in fabularum for contributing this tool.