Client Survey Feedback

    Please fill out a little information about yourself before completing the survey below.
Name:   Company:   
Title:   Address:   
Email:    Telephone:  
SCORING
        5 = Very Satisified
        4 = Satisfied
        3 = Neutral
        2 = Unsatisfied
        1 = Very Unsatisfied

RESPONSIVENESS

5

4

3

2

1

1.  Responds promptly to requests.
2.  Completes commitments on timely basis.
3.  Demonstrates attitude of willingness to help.
4.  Develops understanding of client needs.
5.  Anticipates client needs.
6.  Makes it as easy as possible to do business with TBA.
7.  Returns phone calls promptly.
8.  Patiently listens to client's needs and concerns.
9.  Checks carefully to insure other person has been well understood.
10.  Checks back to insure every issue raised by the client is resolved to client's complete satisfaction.
11.  Shows familiarity with client organization and how TBA can contribute to client's long-term success.
12.  Demonstrates a sense of ownership of client problems.
13.  Insures that he/she is accessible to others.
14.  Demonstrates cooperation and enthusiasm for satisfying client concerns and needs.

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INNOVATION

5

4

3

2

1

15.  Turns obvious givens into variables.
16.  Challenges own assumptions and those of others.
17.  Fully implements creative solutions that emerge.
18.  Is persistent in working to bring about resolutions to the problems and opportunities.
19.  Stays close to the client, constantly learning more about client's environment.
20.  Develops additional options and tries out new ideas.
21.  Is reflective and inquisitive.
22.  Searches for new and better ways to meet client needs.
23.  Goes beyond TBA to create improved results.
24.  Strives for continuous improvement.
25.  Displays curiosity in his/her approach to all situations.
26.  Participates readily and eagerly in brainstorming sessions -- uses questions and complaints as opportunities for problem solving.
27.  Identifies performance improvement opportunities and promotes new and useful approaches.
28.  Actively seeks to involve others in problem solving -- asking thought-provoking questions.
29.  Checks for feasibility of proposed solutions.
30.  Recognizes and encourages innovative ideas in others.

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QUALITY

5

4

3

2

1

31.  Seeks to out-perform competition in every way.
32.  Is consistently seeking excellence -- agrees with client on appropriate standards.
33.  Follows through on detail.
34.  Strives for perfection.
35.  Measures the quality of activities wherever possible.
36.  Is honest and demanding in self-assessment.
37.  Gives support to network of internal client contacts, as required.
38.  Seeks opportunities to gain greater proficiency.
39.  Recognizes that quality is client-driven.

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TEAMWORK

5

4

3

2

1

40.  Is cooperative, collaborative, and conciliatory in dealings with others.
41.  Contributes above and beyond role in times of high demand.
42.  Assumes responsibility for his/her errors.
43.  Understands other staff members' skills and contributions.
44.  Gets decisions and/or responses from others as quickly as possible.
45.  Shares successes with team members, and acknowledges contributions of others.
46.  Always reliable and supports commitments made by others.
47.  Articulates situations for the other members of the team.
48.  Shares goals, problems potential problems, and progress with team members.
49.  Negotiates effectively with other members of the team.
50.  Is willing to develop priorities for whole team, while retaining client champion role.
51.  Communicates expectations openly and fully.
52.  Hands off responsibilities, but does not discontinue monitoring of results.
53.  Respects client's work habits, time demands, and needs.
54.  Avoids frustration or irritation in dealing with TBA.
55.  Is prepared and organized.

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COMPETENCE

5

4

3

2

1

56.  Demonstrates extensive knowledge of TBA, its products, services, policies, and practices, and relevant instructional technology.
57.  Is aware of TBA clients, their industries, and their needs, including social context and career status.
58.  Understands what his/her position or role requires from others.
59.  Knows the competitive offers well enough to be aware of distinctiveness in how TBA does business.
60.  Makes comprehensive performance improvement solution suggestions that are systemic in nature.
61.  61.
62.  Anticipates situations rather than simply reacting to them.
63.  Displays common sense.
64.  Operates as a true consultant -- doesn't over-sell.
65.  Knows when to seek help by utilizing skills of others.
66.  Demonstrates ability and readiness to deal effectively with contingencies and prevent problems.
67.  Exhibits ability to work at all organizational levels and in all functions.
68.  Lets client define requirement and strive to exceed it.

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INTEGRITY

5

4

3

2

1

69.  Is scrupulously honest.
70.  Makes recommendations that have the best chance of meeting or exceeding the client's expectations.
71.  Delivers what is promised -- practices what he/she preaches.
72.  Takes pride in TBA's commitment to service, TBA products and services, and self as a professional.
73.  Has good self-awareness of personal strengths and weaknesses.
74.  Demonstrates graciousness in relationships, and treats clients and colleagues fairly.
75.  Has internalized solid values and lives them.
76.  Is dependable, reliable, and consistent in following through on commitments.
77.  Is able to maintain long-term relationships based on mutual trust.
78.  Shows others respect, including respect for confidentiality.
79.  Demonstrates perspective, evidenced by a sense of humor.
80.  Ensures that TBA is perceives as trustworthy.
81.  Protects design intentions of TBA programs during implementation, yet advises client on downside consequences, if any, of deviations from intented use.

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