CUSTOMER RELATIONS QUESTIONNAIRE
1.
Customer satisfaction measurement – These questions ask about
whether and how your RTO measures customer satisfaction (through
customer satisfaction surveys, follow-up of main clients, product
satisfaction panels, group sessions, etc.) and about how you use the
survey results of these measurements
Check the statement that
best corresponds to your
RTO
1 We do not really know how to measure customer satisfaction.
2 We sporadically or unsystematically measure customer satisfaction.
3 We systematically and regularly measure customer satisfaction according to a
standard specification.
4 Our regularly conducted customer measurement is used to identify measures
for improvement.
5 Our regularly conducted customer measurement is systematically and
comprehensively used to identify measures for improvement and to define the
strategy of the RTO.
2.
Factors influencing customer satisfaction – These questions ask
about how well your RTO understands what makes a customer satisfied
1 We do not really know the factors influencing customer satisfaction.
2 From experience we know some factors influencing customer satisfaction.
3 We know how to measure customer satisfaction.
4 We systematically measure and analyse customer satisfaction.
5 We continuously improve our service to customers by systematically analysing
all of the factors which influence customer satisfaction.
Check the statement that
best corresponds to your
RTO
3.
Customer complaints response – These questions ask about how
your RTO deals with customer complaints
Check the statement that
best corresponds to your
RTO
1 We have no specific procedures for dealing with customer complaints.
2 We know that customer complaints should be dealt with immediately.
3 We have specific procedures for dealing with customer complaints.
4 Customer complaints are dealt with as a matter of urgency and their causes
are eliminated.
5 Our customer complaints management is constantly improved in collaboration
with our employees and customers.
4.
Customer information in case of performance defaults – These
questions ask about what you do when there are problems in providing
the service agreed with the customer
1 Our customers are not systematically informed in case of a performance
default
2 We have a general common understanding in our RTO of the type and scope
of information to be given to our customers in case of a performance default.
3 We have clear rules and procedures internally for recording performance
defaults and about the type and scope of information to be given to the customer.
4 Customers are immediately and fully informed in the case of a performance
default.
5 Our reporting system to customers is constantly reviewed and improved n the
basis on on-going experience.
Check the statement that
best corresponds to your
RTO
5.
Customer needs – These questions ask about whether and how your
RTO collects and uses information about customer and market needs
Check the statement that
best corresponds to your
RTO
1 We do not collect information regarding customer or market needs for
designing our services.
2 When we have information about customer and market needs we take account
of it when designing our services.
3 We have procedures for collecting information about customer and market
needs so that we can take account of it when designing services.
4 We always develop our services on the basis of customer and market needs.
5 Our customers are fully incorporated in the development of our services.
6.
Feasibility of customer specifications – These questions ask about
what feasibility checks are made before accepting to undertake a piece of
work for a customer
1 Customer specifications are not reviewed in regard to feasibility before we
accept to do a piece of work.
2 Our individual employees can judge the feasibility of what the customer asks
for.
3 There are determined procedures for checking feasibility before we accept to
do a piece of work.
4 In all cases, the feasibility of the customer’s specification is verifiably reviewed
before performing a service.
5 Our criteria for verifying feasibility before accepting to do a piece of work are
continuously reviewed and adjusted on the basis of on-going experience.
Check the statement that
best corresponds to your
RTO
7.
External presentation of services – These questions ask about how
you market your services to potential customers
Check the statement that
best corresponds to your
RTO
1 Our external presentation inadequately conveys the features of our service to
potential customers.
2 We have made first attempts to selectively present our service features
according to customer categories.
3 We have clear rules for the type and content of service presentation according
to customer categories..
4 We systematically review the publicity value/impact of our service presentation.
5 We systematically develop and improve our service presentation in
collaboration with customers.
8.
Customer contact points - These questions ask about how your RTO
manages its relations with its customers
1 We do not have identified contact points for our customers.
2 We know that customers should preferably have determined contact points
inside our RTO.
3 Our customers do have individually determined contact points in our RTO.
4 Our customers verifiably know their contact points.
5 Our customer contact system is continuously developed further.
Check the statement that
best corresponds to your
RTO
9.
Managers’ customer contact – These questions ask to what extent
your RTO’s managers (department heads, institute directors, etc.) are
themselves in contact with the RTO’s customers
Check the statement that
best corresponds to your
RTO
1. Our managers have no personal contact with customers.
2. Our managers understand the importance of customer contact.
3. Our managers are expected to have regular personal contact with customers.
4. Our managers practice systematic contact with customers.
5. Our managers customer contacts are a key source for improvements in the
design and delivery of our services.
10.
Customer follow-up – These questions ask to what extent your RTO
maintains longer-term contact with customers
1. Our relationship with the customer finishes after completion of the project.
2. We keep contact with customers and invite them to information events or send
them information about our RTO from time to time.
3. We systematically contact each customer some time after the end of the
project to evaluate the impact on the customer.
4. We have specific personnel charged with maintaining customer contact on a
regular basis.
5. We view our customers as long-term partners and staying in touch with them
provides important feedback for developing and improving our services.
Check the statement that
best corresponds to your
RTO
11.
Customization of services – These questions ask to what extent your
service offering are adapted to the needs of specific customer segments
1. We have one standard set of services that we offer to all of our customers
without differentiation.
2. We have adapted some of our services to meet the needs of particular
categories of customer, e.g. by size of firm, sector, R&D intensity etc.
3. We have departments/programmes devoted to particular categories of
customer, e.g. SMEs.
4. We review our service offering from time to time to see whether they are in line
with customer needs.
5. We systematically monitor actual and potential customer segments and their
needs, which are a key driver for developing and improving our services.
Check the statement that
best corresponds to your
RTO