Customer Satisfaction

We deeply understand and fulfill the needs of our internal and external customers, particularly consumers.

For all Staff

Clearly identifies internal and/or external customers.
Puts oneself in customers’ shoes; listens and observes to understand customers’ needs and expectations in a holistic manner.
Ask questions to clarify and seek mutual understanding.
Proactively seeks feedback from customers to make improvements; uses customer insights as the basis for problem-solving and decision-making.
Proactively provides empathetic solutions to satisfy customers’ needs and expectations.
Responds to customers’ inquiries in a timely and effective manner.
Consistently receives positive comments from customers.

For all Managers and above only

For all Staff

Fails to clearly identify internal and/or external customers.
Has difficulty empathizing with customers; makes assumptions about what customers need and expect.
Does not ask questions to clarify and seek mutual understanding.
Ignores customer feedback; does not use customer insights for problem-solving and decision-making.
Passively reacts to customers’ needs and demands.
Delays in responding to customers’ inquiries.
Frequently receives negative comments from customers.

For all Managers and above only