Customer Focus Inventory Worksheet (v3)

Page 1 of 8
Customer Focus Inventory
CUSTOMER FEEDBACK
1. Customer feedback is shared with employees at all levels.
-2 -1 0 1 2
Strongly Disagree Neutral Agree Strongly
Disagree Agree
2. Most customer feedback is captured proactively.
-2 -1 0 1 2
Disagree Agree
3. We always take action on trends in customer feedback.
-2 -1 0 1 2
Disagree Agree
4. We tell customers about improvement we’ve made as a result of their feedback.
-2 -1 0 1 2
Disagree Agree
5. We take action on customer feedback as soon as possible after receiving it.
-2 -1 0 1 2
Disagree Agree
6. Capturing customer feedback is not an “event” in our organization—we do it all the

time.
-2 -1 0 1 2
Disagree Agree
Page score:_____
Page 2 of 8
TOP MANAGEMENT
7. Top management frequently communicates the importance of the customer.
-2 -1 0 1 2
Disagree Agree
8. Top management consistently exhibits customer focus in their daily actions and
decisions.
-2 -1 0 1 2
Disagree Agree
9. Top management takes a genuine interest in the organization’s employees and their
well-being.
-2 -1 0 1 2
Disagree Agree
10. Customer satisfaction metrics are included in our organization’s Key Measures.
-2 -1 0 1 2
Disagree Agree
11. Meetings of top management frequently include the analysis and action on customer
feedback.
-2 -1 0 1 2
Disagree Agree
12. The top three causes of customer complaints are known by top management.
-2 -1 0 1 2
Disagree Agree
13. Measurements of top management performance include customer loyalty and/or

customer satisfaction.
-2 -1 0 1 2
Page score:_____
Page 3 of 8

Disagree Agree
COMPLAINTS
14. Team problem solving is utilized to address customer complaints.
-2 -1 0 1 2
Disagree Agree
15. Our organization never views a complaint as a nuisance.
-2 -1 0 1 2
Disagree Agree
16. We always verify that corrective actions taken on complaints are effective.
-2 -1 0 1 2
Disagree Agree
17. The status of customer complaints, including corrective actions, is communicated

throughout the organization.
-2 -1 0 1 2
Disagree Agree
18. We view customer complaints as learning opportunities.
-2 -1 0 1 2
Disagree Agree
19. We try to make it convenient for customers to complain.
-2 -1 0 1 2
Disagree Agree
20. Ineffective actions on complaints are viewed as serious threats to our survival.
-2 -1 0 1 2
Page score:_____
Page 4 of 8

Disagree Agree
21. Root cause analysis is vigorously enforced on customer complaints.
-2 -1 0 1 2
Disagree Agree
GENERAL AWARENESS
22. Personnel throughout the organization know who their customers are, both internal
and external.
-2 -1 0 1 2
Disagree Agree
23. Personnel through the organization can communicate how their actions affect
customers.
-2 -1 0 1 2
Disagree Agree
24. Employees at all levels of the organization know how our products are used by
customers.
-2 -1 0 1 2
Disagree Agree
25. Nobody in our organization would claim they don’t have a customer.
-2 -1 0 1 2
Disagree Agree
26. Customer service success stories are shared widely throughout the organization.
-2 -1 0 1 2
Disagree Agree
27. Customer tours in our facility are a regular occurrence.
Page score:_____
Page 5 of 8
-2 -1 0 1 2
Disagree Agree
28. Our personnel often visit customer locations to observe our products in use.
-2 -1 0 1 2
Disagree Agree
INNOVATION
29. Customers are always queried before we embark on product innovations.
-2 -1 0 1 2
Disagree Agree
30. We target product innovations that customers strongly value.
-2 -1 0 1 2
Disagree Agree
31. Innovation is a key organizational strategy.
-2 -1 0 1 2
Disagree Agree
32. Innovations are never taken simply for the sake of innovation.
-2 -1 0 1 2
Disagree Agree
33. Innovations are always validated prior to full market roll-out.
-2 -1 0 1 2
Disagree Agree
ORGANIZATIONAL CULTURAL
34. Employees are recognized for their contributions to excellent customer service.
Page score:_____
Page 6 of 8
-2 -1 0 1 2
Disagree Agree
35. Employees at all levels have the authority to take action to ensure customer
satisfaction.
-2 -1 0 1 2
Disagree Agree
36. Our organization has a process for getting to know our customers on a personal level.
-2 -1 0 1 2
Disagree Agree
37. We are focused on helping our customer become more successful.
-2 -1 0 1 2
Disagree Agree
38. We have a systematic way of soliciting employee ideas for improving products,
processes, and customer service.
-2 -1 0 1 2
Disagree Agree
39. We always hire the kind of people who take charge and make customer satisfaction
their personal responsibility.
-2 -1 0 1 2
Disagree Agree
TRAINING
40. Employee training includes how each person can impact the customer.
-2 -1 0 1 2
Page score:_____
Page 7 of 8

Disagree Agree
41. Employees are trained in effective customer communication.
-2 -1 0 1 2
Disagree Agree
42. Employee training stresses ethical behavior.
-2 -1 0 1 2
Disagree Agree
43. Employees never come into contact with customers until they have received
appropriate training.
-2 -1 0 1 2
Disagree Agree
44. Our training programs are revised when we discover new and better methods for
ensuring customer satisfaction.
-2 -1 0 1 2
Disagree Agree
MANAGEMENT SYSTEMS
45. We take pains to keep our management system as streamlined as possible.
-2 -1 0 1 2
Disagree Agree
46. We always try to utilize simple, visual procedures to control our processes.
-2 -1 0 1 2
Disagree Agree
47. Responsibilities and authorities for serving customers are clearly defined at all levels
of our organization.
Page score:_____
Page 8 of 8
-2 -1 0 1 2
Disagree Agree
48. We use a process matrix to define our processes and communicate how they are
related.
-2 -1 0 1 2
Disagree Agree
49. We have a systematic way of capturing customer requirements.
-2 -1 0 1 2
Disagree Agree
50. Every process in our organization is linked to a customer.
-2 -1 0 1 2
Disagree Agree
Total score (combination of all page scores):_______________
Participants:______________________________________________________________
________________________________________________________________________
________________________________________________________________________
Date completed:_________________________
Page score:_____

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Page 1 of 8

Customer Focus Inventory

1. Customer feedback is shared with employees at all levels.

2. Most customer feedback is captured proactively.

3. We always take action on trends in customer feedback.

4. We tell customers about improvement we’ve made as a result of their feedback.

5. We take action on customer feedback as soon as possible after receiving it.

6. Capturing customer feedback is not an “event” in our organization—we do it all the

7. Top management frequently communicates the importance of the customer.

13. Measurements of top management performance include customer loyalty and/or

Strongly Disagree Neutral Agree Strongly

14. Team problem solving is utilized to address customer complaints.

15. Our organization never views a complaint as a nuisance.

17. The status of customer complaints, including corrective actions, is communicated

18. We view customer complaints as learning opportunities.

19. We try to make it convenient for customers to complain.

Strongly Disagree Neutral Agree Strongly

21. Root cause analysis is vigorously enforced on customer complaints.

27. Customer tours in our facility are a regular occurrence.

29. Customers are always queried before we embark on product innovations.

30. We target product innovations that customers strongly value.

31. Innovation is a key organizational strategy.

33. Innovations are always validated prior to full market roll-out.

37. We are focused on helping our customer become more successful.

Strongly Disagree Neutral Agree Strongly

41. Employees are trained in effective customer communication.

42. Employee training stresses ethical behavior.

45. We take pains to keep our management system as streamlined as possible.

49. We have a systematic way of capturing customer requirements.

50. Every process in our organization is linked to a customer.

Total score (combination of all page scores):_______________

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