Survey

Are you a customer driven organization

Each question must be answered on a 1 to 5 scale. ( 1 is the lowest & 5 is the highest )

Sl. Questions Score

1 Does the company have a customer driven vision which is shared by all the employees?.
2 Is the top management having personal visible involvement in all aspects of quality management?
3 Do they actively participate in creating and reinforcing customer focus throughout the organization?
4 Are the company’s strategies targeted for quantified measurable improvement in important areas
and is building for future seen as more important than short term benefits?
5 Does the company’s long term projections of operational performance effectively incorporate
comparisons with competitors?
6 Does the company promptly resolve all formal and informal customer complaints?
7 Does the company regularly determine customer’s current and expected requirements?
8 Does the company regularly evaluate and improve its processes based in changing customer
expectations?
9 Does the company address future needs taking into account competitors and changing customer
expectations?
10 Is the customer satisfaction level effectively compared with that of your key competitors by
in-house studies and independent surveys?
11 Does the company determine specific product feature and their relative importance using
customer listening techniques like QFD?
12 Has the company achieved better customer satisfaction for its products and services in relation
to its key competitors?
13 Does the company constantly endeavor for development of capabilities of its suppliers?
14 Does the company regularly improve the key business processes, their requirements, quality
and operational performance?
15 Is there a judicious planning for balancing cost, quality and time in every decision taken in the
organization?
16 Does the company make efforts to find out information from best in the class and make use of
 this information for process improvement?
17 Is the criterion of benchmarking well defined and documented?
18 Does the company promote ethical conduct in all activities that it does and are the company’s
ad-campaigns truthful and reflect facts?
19 Has the company significantly improved the product quality from the last financial year?
20 Is the company’s market share & financial results more than the last financial year?
Serious situation Average Good Excellent 0