Many organisations include customer centricity and customer-first as strategic business goals in their annual reports and marketing collateral. Management systems will often be put in place to track customer-centric business metrics (KPIs) to track and respond to improvements or degradations in the quality of service delivered. Management systems are often complemented by sanity checks to discover what actually happens on the ground. This would include some kind of mystery shopping as well as the staging of periodic customer and staff surveys to track the actual customer experience that is being delivered and to determine whether strategic business goals are within reach or actually being met 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 could be used effectively in the context of staff customer experience improvement workshops and at one on one staff-management meetings.