Customer Service Survey

... to assess your performance at delivering excellent customer service and delighting your customers...

Why do a Customer Service Survey – The Benefits

Our Action Research package provides you with easy-to-interpret results and recommended action to improve your customer service. The assessment gives you a baseline measure of your current and desired customer service performance. The customized survey tool can also be used to benchmark your progress as you go forward.

Survey results and recommendations will assist you to:

  • Clarify your customer's needs and their current level of satisfaction
  • Align your customer service practices with your organization's vision, mission, and values
  • Surface suggestions for improving your customer service
  • Align your customer service practices with your marketing and sales efforts
  • Enhance your product and service delivery processes and execution

Our Approach & Services

Each client situation is unique, which is why we don't use off-the-shelf surveys. Instead, we use a three-step approach to customize the survey content to address your particular needs:

Step One – Discover & Assess Your Needs

  • Conduct interviews and focus groups to discover your current and desired customer service performance, as well as your unique issues, needs, and opportunities
  • Design and distribute a customized online survey to a representative sample of your target population
  • Analyze results and create demographic breakouts as needed

Step Two – Report Results & Recommendations

  • Generate reports for your overall company, department, or team to clarify survey findings and recommended action
  • Present a leadership feedback and activation session to align leaders with the results and engage them in the improvement process

Step Three – Assist You to Plan & Act on Results

  • Dialogue with appropriate stakeholders to determine your development/implementation priorities
  • Create an Action Plan based on assessment results, and priorities to guide your improvement efforts
  • Deliver follow up LSL services as needed to support your Action Plan
Phase Two consists of action-planning and implementation based on the assessment results. Out of a dialogue with appropriate stakeholders or management, who decide development priorities, we then assist with implementation via one or more of our services.


The Leadership Services Ltd. Action Research Consultants are professionals with over 40 years of combined experience in assessment work. Each has unique abilities and experience in survey design, administration, analysis, and action planning. They hold advanced degrees in industrial psychology, organizational communication, research & statistics, and organization development. Our primary Action Research survey consultant is:

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