Service Culture Indicator

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Introducing the Service Culture IndicatorThe Service Culture Indicator (SCI) is a comprehensive assessment tool to help you align your leadership team and evaluate your current service culture performance.


The Service Culture Indicator (SCI)

The Service Culture Indicator (SCI) is a comprehensive survey to assess the alignment of your leadership team and evaluate the strength of your current service culture.

Benefits of the SCI include:

1. Discover why your team members want to improve service performance and build a superior service culture.

2. Assess your team’s alignment and evaluate the strength of your current service culture in five categories: Customers, People, Leadership, Processes, and Culture.

3. Identify top priorities to drive your service improvement and culture building efforts.

4. Receive customized reports, recommendations, and relevant resources.


Continuous Service Improvement

ServiceImprovement

Process

ServiceRecovery &Guarantees

ServiceBench-marking

ServiceRole

Modeling

EngagingServiceVision

NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations

ServiceMeasures& Metrics

ServiceRecognition& Rewards

Voiceof the

Customer

The UP Service Architecture

Service LeadershipAn educated, aligned, and committed leadership team is essential to build a strong and sustainable service culture.

The 12 Building BlocksContinuous improvement and alignment in these areas create an environment that encourages, recognizes, and sustains excellent service behaviors.

Continuous Service ImprovementAll team members learn fundamental service principles and how to continuously apply them to generate new ideas and take new actions. This is the essential foundation for a culture that delivers continuous service improvement.



ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer

Customers People

Leadership Processes

Culture

SCI Scores in Five Categories

How aligned is your leadership team? How strong is your service culture?


Team Alignment Score

Current Performance Score


Customers People


Culture


The Customer Category

1. We listen to what our customers say and feel about the service experience they receive from us.

2. The metrics we use to measure loyalty and satisfaction help us take new actions that drive positive business results.

3. Everyone in our organization has a good understanding of what customers and fellow colleagues truly value.

The People Category

1. Our organization always hires people who are well aligned with the company’s service vision.

2. We have a staff orientation program that inspires and encourages new team members to contribute to our company’s culture.

3. Our service recognition and rewards programs motivate employees to deliver better internal and external service.

4. Our organization provides service education that always leads to improved service performance.

The SCI Questions by Category


The Leadership Category

1. Our leaders sustain our focus and enthusiasm for delivering superior service.

2. Our leaders enable and empower everyone to take new action that deliver better service.

3. Our leaders consistently identify and remove roadblocks to delivering better service.

4. Everyone in our organization demonstrates personal behaviors of excellent service.

The Processes Category

1. We have proven processes for continuously improving our service.

2. When things go wrong, we have a proven process that helps us make things right for our customers.

3. We benchmark service in other organizations to learn new ways to improve.



The Culture Category

1. We have a common service language that is understood and widely used throughout the organization.

2. Everyone in our organization shares an inspiring vision of the service we are committed to deliver.

3. Our organization communicates effectively about service issues and improvements.



SCI Enterprise and SCI Team Editions

Product Features SCI Enterprise Edition SCI Team Edition

Survey questions Yes Yes

Who takes the SCI? Multiple levelsof leadership

Senior leadershipteam

Number of participants Unlimited 10-20

Report delivery Ongoing Once

Executive workshop Yes No

Additional assessments Yes No


Reporting Features SCI Enterprise Edition SCI Team Edition

Team Alignment Alignment score withdetailed analysis Alignment Score

Current Performance Performance score withdetailed analysis Performance Score

Implementation Roadmap

Customized presentation, planning, and support Debrief session

EnablingResources

Customized materials,videos, case studies Articles, case studies



The SCI Process SCI Enterprise Edition SCI Team Edition

Step 1 DeploymentPlanning SCI Sign Up

Step 2 Survey Launch Team Selection

Step 3 Detailed Study ofCurrent Service Culture Complete Assessment

Step 4 Service Leadership Workshop for leadership team SCI Standard Report

Step 5 Customized SCI Report and Implementation Roadmap SCI Debrief



The Service CultureIndicator (SCI) Report

Client: Client Name (Sample)Date: Day Month Year


The Service Culture Indicator (SCI)

The Service Culture Indicator (SCI) is a comprehensive survey to assess the alignment of your leadership team and evaluate the strength of your current service culture.

Benefits of the SCI include:

1. Discover why your team members want to improve service performance and build a superior service culture.

2. Assess your team’s alignment and evaluate the strength of your current service culture in five categories: Customers, People, Leadership, Processes, and Culture.

3. Identify top priorities to drive your service improvement and culture building efforts.

4. Receive customized reports, recommendations, and relevant resources.


SCI Questions About Your Objectives

Why is service improvement important now?

Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight.

Reduce customercomplaints 75

68

65

58

49

Stand out from competition

Keep loyalcustomers

Attract more newcustomers

Improve pricing andprofit margins


Why is a stronger service culture important now?


Improve our service performance 68

64

65

62

57

Attract and retain best employees

Improve our internalservice

Build our engagementwith customers

Create more service ideas and innovations



Which service improvements are most needed now?


Stronger service leadership 74

69

65

60

47

Better serviceattitudes

Improved internal service

Deeper engagement with customers

More new ideas and service innovations




ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer

The UP Service Architecture

Service LeadershipAn educated, aligned, and committed leadership team is essential to build a strong and sustainable service culture.

The 12 Building BlocksContinuous improvement and alignment in these areas create an environment that encourages, recognizes, and sustains excellent service behaviors.

Continuous Service ImprovementAll team members learn fundamental service principles and how to continuously apply them to generate new ideas and take new actions. This is the essential foundation for a culture that delivers continuous service improvement.



ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer

Customers People


Culture


How aligned is your leadership team? How strong is your service culture?


Team Alignment Score

Current Performance Score


Customers People


Culture



ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer

SCI Summary: Insights & Recommendations

Service Leadership

Top Insights• This section includes the top insights from the

results.

Recommendations• This section includes recommendations based

on the results.




ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer

The 12 Building Blocks


results.


on the results.



ServiceImprovement

Process



ServiceRole

Modeling


NewStaff

Orientation

CommonService

Language

ServiceStaff

Recruitment

ServiceLeadership

ServiceCommuni-

cations



Voiceof the

Customer




results.


on the results.


Your SCI Results in Five Categories

Team Alignment Current Performance

5973 71

8065

Customers People Leadership Processes Culture

60 58

38

86

Customers People Leadership Processes Culture

48

0-4950-79

80-100

Weak Moderate Strong


Your SCI Results in the Customers Category


80

30

70

Voiceof the

Customer

Service Measures& Metrics

Continuous Service

Improvement

61 6353

Voiceof the

Customer

Service Measures& Metrics

Continuous Service

Improvement

0-4950-79

80-100



Your SCI Results in the People Category


98

6250

Service Staff Recruitment

New StaffOrientation

ServiceRecognition & Rewards

80

Continuous Service

Improvement

9581

50


New StaffOrientation

ServiceRecognition & Rewards

5

Continuous Service

Improvement

0-4950-79

80-100



Your SCI Results in the Leadership Category


57

19

ServiceLeadership

Service Role Modeling

61

81

ServiceLeadership


0-4950-79

80-100



Your SCI Results in the Processes Category


9581 81

ServiceImprovement

Process

Service Recovery & Guarantees

Service Bench-marking

98

62

81

ServiceImprovement

Process


Service Bench-marking

0-4950-79

80-100



Your SCI Results in the Culture Category


7055

18

Common Service

Language

Engaging Service Vision

ServiceCommuni-

cations

70

45

Common Service

Language


ServiceCommuni-

cations

0-4950-79

80-100


81


Service Leadership

0% 0%

39%

0%

61%

StronglyDisagree

Disagree Neutral Agree Strongly Agree

Team Alignment 71Moderate

Current Performance 61Moderate

UP Resources:Service Leadership Video

Service Leadership Articles

Question 1 of 3: Our leaders sustain our focus and enthusiasm fordelivering superior service.

http://www.upyourservice.com/blog/service-leadership

https://www.youtube.com/watch?v=LK-EXP6xZPI


Service Leadership

Team Alignment 43Weak

Current Performance 50

40%

0%10%

30%20%

StronglyDisagree




Question 2 of 3: Our leaders enable and empower everyone to take new action that deliver better service.

Moderate


https://www.youtube.com/watch?v=ZQ_QoPDWVhQ


Service Leadership


Current Performance 6010% 10%

20%

40%

20%

StronglyDisagree




Question 3 of 3: Our leaders consistently identify and remove roadblocks to delivering better service.

Moderate


https://www.youtube.com/watch?v=bkpdpKvgXn4



Team Alignment 53


0% 0%

30%

50%

20%

StronglyDisagree


UP Resources:Continuous Service Improvement Video

Continuous Service Improvement Articles

Question 1 of 2: Everyone in our organization has a good understanding of what customers and fellow colleagues truly value.

Moderate

http://www.upyourservice.com/blog/service-education




70%

20%

5% 0% 5%

StronglyDisagree


Team Alignment 80Strong

Current Performance 5Weak

UP Resources:Continuous Service Improvement Video

Continuous Service Improvement Articles

Question 2 of 2: Our organization provides service education that always leads to improved service performance.

http://www.upyourservice.com/blog/service-education

http://www.upyourservice.com/video-service-culture/customer-service-training-service-education-what-is-the-difference


Question: We have a common service language that is understood and widely used throughout the organization.

Common Service Language

20%

10% 0%

40%30%

StronglyDisagree




UP Resources:Common Service Language Video

Common Service Language Articles

http://www.upyourservice.com/blog/common-service-language

http://www.upyourservice.com/video-service-culture/building-block-one-common-service-language


Question: Everyone in our organization shares an inspiring vision of the service we are committed to deliver.


30%

5%10%

25% 30%

StronglyDisagree


Team Alignment 45Weak


UP Resources:Engaging Service Vision Video

Engaging Service Vision Articles

Moderate

http://www.upyourservice.com/blog/engaging-service-vision

http://www.upyourservice.com/video-service-culture/building-block-two-engaging-service-vision



Question: Our organization always hires people who are well aligned with the company’s service vision.

5%

90%

5%

StronglyDisagree



Current Performance 95Strong

UP Resources:Service Staff Recruitment Video

Service Staff Recruitment Articles

http://www.upyourservice.com/blog/new-staff-recruitment

http://www.upyourservice.com/video-service-culture/building-block-three-service-staff-recruitment


New Staff Orientation

Question: We have a staff orientation program that inspires and encourages new team members to contribute to our

company’s culture.

9% 10%0%

39% 42%

StronglyDisagree




UP Resources:New Staff Orientation Video

New Staff Orientation Articles

http://www.upyourservice.com/blog/service-orientation

http://www.upyourservice.com/video-service-culture/building-block-four-new-staff-orientation


Service Communications

Question: Our organization communicates effectively about service issues and improvements.

80%

2% 0%8% 10%

StronglyDisagree




UP Resources:Service Communications Video

Service Communications Articles

http://www.upyourservice.com/blog/service-communications

http://www.upyourservice.com/video-service-culture/building-block-five-service-communications


Service Recognition & Rewards

Question: Our service recognition and rewards programs motivate employees to deliver better internal and external service.

8%

40%

2% 0%

50%

StronglyDisagree


Team Alignment 50


UP Resources:Service Recognition & Rewards Video

Service Recognition & Rewards Articles

Moderate

Moderate

http://www.upyourservice.com/blog/service-recognition-and-rewards

http://www.upyourservice.com/video-service-culture/building-block-six-service-recognition-and-rewards


Voice of the Customer

Question: We listen to what our customers say and feel about the service experience they receive from us.

9% 10%1%

39% 41%

StronglyDisagree




UP Resources:Voice of the Customer Video

Voice of the Customer Articles

Strong

http://www.upyourservice.com/blog/voice-of-the-customer

http://www.upyourservice.com/video-service-culture/building-block-seven-voice-of-the-customer


Service Measures & Metrics

Question: The metrics we use to measure loyalty and satisfaction help us take new actions that drive positive business results.

40%

20%10%

25%

5%

StronglyDisagree




UP Resources:Service Measures & Metrics Video

Service Measures & Metrics Articles

http://www.upyourservice.com/blog/service-measures-and-metrics

http://www.upyourservice.com/video-service-culture/building-block-eight-service-measures-and-metrics


Service Improvement Process

Question: We have proven processes for continuously improvingour service.

5%

90%

5%

StronglyDisagree




UP Resources:Service Improvement Process Video

Service Improvement Process Articles

http://www.upyourservice.com/blog/service-improvement-process

http://www.upyourservice.com/video-service-culture/building-block-nine-service-improvement-process



Question: When things go wrong, we have a proven process that helps us make things right for our customers.

9% 10%0%

39% 42%

StronglyDisagree


Team Alignment 62


UP Resources:Service Recovery & Guarantees Video

Service Recovery & Guarantees Articles

Moderate

http://www.upyourservice.com/blog/service-recovery-and-guarantees

http://www.upyourservice.com/video-service-culture/building-block-ten-service-recovery-and-guarantees


Service Benchmarking

Question: We benchmark service in other organizations to learn new ways to improve.

8% 9%2% 1%

80%

StronglyDisagree




UP Resources:Service Benchmarking Video

Service Benchmarking Articles

http://www.upyourservice.com/blog/service-benchmarking

http://www.upyourservice.com/video-service-culture/building-block-eleven-service-benchmarking



Question: Everyone in our organization demonstrates personal behaviors of excellent service.

21%

60%

0% 0%

19%

StronglyDisagree




UP Resources:Service Role Modeling Video

Service Role Modeling Articles

http://www.upyourservice.com/blog/service-role-modeling

http://www.upyourservice.com/video-service-culture/building-block-twelve-service-role-modeling


Service Culture Indicator

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