The HOE Survey Found that Most Organizations Need to Increase their Focus on Customers
The Holistic Organizational Effectiveness Survey includes several questions about the effectiveness of focusing on and executing well for customers. The survey uses a 1 – 5 rating scale where 5 = Effective and 1 = Ineffective. Following are the “customer” related questions and their respective overall ratings:
- 4.26 – Fostering a Culture of Ethical Behavior with Employees, Customers, Suppliers and Communities
- 4.20 – Making Employee and Customer Safety a Top Priority Always
- 4.01 – Demonstrating Passion for and Meeting/Exceeding Expectations of Customers
- 3.77 – Focusing the Organization on Identifying/Meeting/Exceeding Customer Expectations
- 3.60 – Strengthening Processes, Quality and Customer Service for Customer Satisfaction, Acquisition, Retention,
- 3.29 – Aligning Strategies/People/Structures/Systems/Processes to Meet Work and Customer Demands
- 3.17 – Implementing Employee and Customer Friendly Business Processes to Enable Efficient/Effective Transactions
Ideally, the top-two listed questions above should have received overall ratings close to 5. Who wouldn’t expect ethical behavior and customer safety to be top priorities that are well executed? Likewise, while some businesses and other types of organizations rate highly in all or most of the customer-related questions included in the HOE survey, it is clear that most organizations need to increase their focus on customers and do a much better job of identifying and meeting customer expectations and executing their customer service, customer support processes, etc.
How would you rate your organization’s customer focus and effectiveness in executing well for your customers, whether you work for a business, not-for-profit organization, governmental entity or any other type of organization?
Would your organization benefit from conducting a customer satisfaction survey and then taking action based on the survey results?