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Customer Satisfaction

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

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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

  • Cultivates a customer-centric mindset within oneself and the team.

  • Anticipates how decisions will affect customers.

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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

  • Fails to cultivate a customer-centric mindset within oneself and the team.

  • Overlooks how decisions will impact customers.

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