Internal Customer Service I.Q. Quiz
What is your organization’s Internal Customer Service I. Q?
Organizations with high Internal Customer Service I.Q. demonstrate the following advantages.
Assess your organization:
Score the following statements from a low score of 1 Never to high score of 10 Always.
| Statement | Score | |
| 1. | All employees see the same big picture and understand how everyone’s job fits into the organization’s business chain and contributes to customer satisfaction. | |
| 2. | Rather than work as silos, departments and employees work collaboratively to meet company goals and to deliver external customer satisfaction. | |
| 3. | Everyone understands customer expectations (internal and external) and responds appropriately to customer needs | |
| 4. | When communication breakdown’s occur, employees/teams are proactive about finding a better way and working toward a solution, rather than engaging in counterproductive behavior. | |
| 5. | Personal, team and organizational performance isn’t hampered by negativity and resistance. | |
| 6. | All departments value and treat each other with respect. | |
| 7. | Everyone participates fully in team meetings, processes, and feedback sessions. | |
| 8. | Employees recognize that job knowledge alone does not outweigh the value of communication skills and teamwork. | |
| 9. | Everyone understands managing internal and external customer relationships is part of the job. | |
| 10. | Employees are aware there is a cost involved in communication breakdowns and in allowing internal problems to derail productivity. | |
| Total Score: | ||
| What does your score mean? | ||
| 75-100 | = | High functioning organization which operates cost efficiently, with high morale, and highly communicative and proactive employees. |
| 65-75 | = | Above average, however your organization could improve communication, collaboration and productivity with targeted educational modules. |
| 45-65 | = | Average organizational functioning which needs retooling to sustain a motivated workforce, and collaborative work habits and culture. |
| 30-45 | = | A score in this range indicates a lack of focus on internal processes, communication and employee cooperation. To promote a better workplace and improve workflow, a concentrated retooling and training should be considered. |
| Up to 30 | = | Neither productivity nor productive employees will last without retooling and focused retraining. |
Contact us with your organization’s score, and we’ll provide an interpretation and suggestions.
See our workshop Internal Customer Service Savvy.
Read our articles What Is Internal Customer Service? A Definition and Case Study and Providing Excellent Internal Customer Service
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