Many organizations talk about understanding customers and their needs, but few truly understand what customers value most. As we approach the end of the year, it’s a good time to reflect back on this year’s customer experiences and consider the following aspects of understanding your customer.

Take the following quiz and see how your organization rates:

Are your customers’ needs clearly defined and are they updated regularly?
1. Yes, on a regular basis. The information is then communicated back to our staff for discussion and action planning.
2. Yes, periodically.
3. No, but we talk about it on an informal basis.
4. No, not at all.

Do you communicate the results of your customer satisfaction surveys regularly throughout the entire company?
1. Yes, at least monthly through newsletters and posters.
2. Yes, occasionally, but not as often as we should.
3. No, but the information is available if anyone wants to know.
4. No, not at all.

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