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Page 9 of 10
IT Self Assessment
Customer Service
1. Mark with a cross your current score in the performance rating column
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N/A
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not applicable to our business |
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1
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our poor performance is hurting our competitiveness |
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2
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we need to improve our lacklustre performance |
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3
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we are performing as well as most competitors |
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4
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we perform this better than all our competitors |
2. Mark with a tick where you would like to be
3. Identify which have the largest gap between where you are and where you want to be and mark with a star the issue for action column.
We suggest you pick no more than one or two issues for action per business activity.
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Performance rating
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Issue for action
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Your business solution might include:
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N/A
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1
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2
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3
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4
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| Do your systems enable staff to deal with routine customer enquiries quickly and devote time to more complex customer needs? |
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e-mail networks, document management systems |
| Are you able to track and immediately report on work-in-progress when taking care of a customer enquiry? |
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document management systems, networks |
| Can you exchange complex information (drawings, schedules, specifications, etc.) with customers, regardless of time and place? |
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video and data conferencing, Internet, e-mail, EDI |
| When away from the office, can your field staff access all the information they need to complete any job on site? |
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mobile communications, Web site, CD-ROM |
| Do your systems enable you to collect and act on customer feedback? |
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Internet, e-mail |
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N/A = not applicable 1 = poor 2 = need to improve 3 = OK 4 = excellent
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Business Advice