FITS – Customer Diagnostic

Read the following instructions carefully before completing the questionnaire

 

This questionnaire will assist you to identify the key forces that drive the behaviour of any external customer, stakeholder, or partner with whom your organisation interacts.

  • Select one of your external stakeholder’s, a partner or a customer/ segment that receives or purchases a particular product or service from your organisation and answer ALL  questions in relation to them.
  • Answer the questions from their perspective i.e. put yourself into the their shoes
  • The questions consist of 20 statements about how your organisation responds to a particular customer/segment or partner or external stakeholder.
  • Select one of the four options to complete each statement so that it most accurately reflects your organisation’s focus and strategy.
  • There are no ‘right’ or ‘wrong’ answers to these questions.
  • Once you have completed and submitted this questionnaire, please click MY ACCOUNT to return to the Member’s section. We will analyse your responses and email the results to you.
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Company Name
Name
Email
Please answer the questions from the perspective of the group you have selected
Name of Customer/Segment, Partner or external Stakeholder
Select ONE of the 4 options for each question that most accurately reflects what you think is their view 1. They prefer, expect or value.......
2. They prefer, expect or value......
3. Good service means.....
4.They prefer, expect or value....
5. They prefer, expect or value......
6. They prefer, expect or value.....
7. They prefer, expect or value......
8. The phrase that best describes what they want is.....
9. The word/phrase that best describes the way they prefer to deal with your organisation is.....
10. Their dominant need is......
11. They prefer, expect or value.....
12.They make decisions on the basis of....
13. When communicating with them, they prefer, expect or value.....
14.They prefer, expect or want you/your organisation to be....
15. They prefer, expect or value....
16.They prefer, expect or value.....
17. To them, quality means....
18. They define excellent service as....
19. In interfacing with our organisation, they prefer...
20. With regard to communication, they prefer....