service culture indicator
TRANSCRIPT
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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.
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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.
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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.
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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
Customers People
Leadership Processes
Culture
SCI Scores in Five Categories
How aligned is your leadership team? How strong is your service culture?
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Team Alignment Score
Current Performance Score
SCI Scores in Five Categories
Customers People
Leadership Processes
Culture
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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
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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 SCI Questions by Category
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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.
The SCI Questions by Category
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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
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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
SCI Enterprise and SCI Team Editions
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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
SCI Enterprise and SCI Team Editions
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The Service CultureIndicator (SCI) Report
Client: Client Name (Sample)Date: Day Month Year
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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.
© UP! Your Service I UpYourService.com
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
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Why is a stronger service culture important now?
SCI Questions About Your Objectives
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
Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight.
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Which service improvements are most needed now?
SCI Questions About Your Objectives
Stronger service leadership 74
69
65
60
47
Better serviceattitudes
Improved internal service
Deeper engagement with customers
More new ideas and service innovations
Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight.
© UP! Your Service I UpYourService.com
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.
© UP! Your Service I UpYourService.com
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
Customers People
Leadership Processes
Culture
SCI Scores in Five Categories
How aligned is your leadership team? How strong is your service culture?
© UP! Your Service I UpYourService.com
Team Alignment Score
Current Performance Score
SCI Scores in Five Categories
Customers People
Leadership Processes
Culture
© UP! Your Service I UpYourService.com
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
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.
© UP! Your Service I UpYourService.com
SCI Summary: Insights & Recommendations
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 12 Building Blocks
Top Insights• This section includes the top insights from the
results.
Recommendations• This section includes recommendations based
on the results.
© UP! Your Service I UpYourService.com
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
SCI Summary: Insights & Recommendations
Continuous Service Improvement
Top Insights• This section includes the top insights from the
results.
Recommendations• This section includes recommendations based
on the results.
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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
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Your SCI Results in the Customers Category
Team Alignment Current Performance
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
Weak Moderate Strong
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Your SCI Results in the People Category
Team Alignment Current Performance
98
6250
Service Staff Recruitment
New StaffOrientation
ServiceRecognition & Rewards
80
Continuous Service
Improvement
9581
50
Service Staff Recruitment
New StaffOrientation
ServiceRecognition & Rewards
5
Continuous Service
Improvement
0-4950-79
80-100
Weak Moderate Strong
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Your SCI Results in the Leadership Category
Team Alignment Current Performance
57
19
ServiceLeadership
Service Role Modeling
61
81
ServiceLeadership
Service Role Modeling
0-4950-79
80-100
Weak Moderate Strong
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Your SCI Results in the Processes Category
Team Alignment Current Performance
9581 81
ServiceImprovement
Process
Service Recovery & Guarantees
Service Bench-marking
98
62
81
ServiceImprovement
Process
Service Recovery & Guarantees
Service Bench-marking
0-4950-79
80-100
Weak Moderate Strong
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Your SCI Results in the Culture Category
Team Alignment Current Performance
7055
18
Common Service
Language
Engaging Service Vision
ServiceCommuni-
cations
70
45
Common Service
Language
Engaging Service Vision
ServiceCommuni-
cations
0-4950-79
80-100
Weak Moderate Strong
81
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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.
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Service Leadership
Team Alignment 43Weak
Current Performance 50
40%
0%10%
30%20%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
UP Resources:Service Leadership Video
Service Leadership Articles
Question 2 of 3: Our leaders enable and empower everyone to take new action that deliver better service.
Moderate
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Service Leadership
Team Alignment 70Moderate
Current Performance 6010% 10%
20%
40%
20%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
UP Resources:Service Leadership Video
Service Leadership Articles
Question 3 of 3: Our leaders consistently identify and remove roadblocks to delivering better service.
Moderate
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Continuous Service Improvement
Team Alignment 53
Current Performance 70Moderate
0% 0%
30%
50%
20%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
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
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Continuous Service Improvement
70%
20%
5% 0% 5%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
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.
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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
Disagree Neutral Agree Strongly Agree
Team Alignment 70Moderate
Current Performance 70Moderate
UP Resources:Common Service Language Video
Common Service Language Articles
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Question: Everyone in our organization shares an inspiring vision of the service we are committed to deliver.
Engaging Service Vision
30%
5%10%
25% 30%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 45Weak
Current Performance 55
UP Resources:Engaging Service Vision Video
Engaging Service Vision Articles
Moderate
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Service Staff Recruitment
Question: Our organization always hires people who are well aligned with the company’s service vision.
5%
90%
5%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 98Strong
Current Performance 95Strong
UP Resources:Service Staff Recruitment Video
Service Staff Recruitment Articles
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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
Disagree Neutral Agree Strongly Agree
Team Alignment 62Moderate
Current Performance 81Strong
UP Resources:New Staff Orientation Video
New Staff Orientation Articles
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Service Communications
Question: Our organization communicates effectively about service issues and improvements.
80%
2% 0%8% 10%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 81Strong
Current Performance 18Weak
UP Resources:Service Communications Video
Service Communications Articles
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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
Disagree Neutral Agree Strongly Agree
Team Alignment 50
Current Performance 50
UP Resources:Service Recognition & Rewards Video
Service Recognition & Rewards Articles
Moderate
Moderate
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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
Disagree Neutral Agree Strongly Agree
Team Alignment 61Moderate
Current Performance 80
UP Resources:Voice of the Customer Video
Voice of the Customer Articles
Strong
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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
Disagree Neutral Agree Strongly Agree
Team Alignment 63Moderate
Current Performance 30Weak
UP Resources:Service Measures & Metrics Video
Service Measures & Metrics Articles
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Service Improvement Process
Question: We have proven processes for continuously improvingour service.
5%
90%
5%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 98Strong
Current Performance 95Strong
UP Resources:Service Improvement Process Video
Service Improvement Process Articles
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Service Recovery & Guarantees
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
Disagree Neutral Agree Strongly Agree
Team Alignment 62
Current Performance 81Strong
UP Resources:Service Recovery & Guarantees Video
Service Recovery & Guarantees Articles
Moderate
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Service Benchmarking
Question: We benchmark service in other organizations to learn new ways to improve.
8% 9%2% 1%
80%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 81Strong
Current Performance 81Strong
UP Resources:Service Benchmarking Video
Service Benchmarking Articles
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Service Role Modeling
Question: Everyone in our organization demonstrates personal behaviors of excellent service.
21%
60%
0% 0%
19%
StronglyDisagree
Disagree Neutral Agree Strongly Agree
Team Alignment 81Strong
Current Performance 19Weak
UP Resources:Service Role Modeling Video
Service Role Modeling Articles
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