360° Feedback for Service Quality Improvement
Feedback is the breakfast of champions! 

Never before has speed and accuracy in exceeding customer demands been so crucial for the success of an organization. We no longer have the luxury of trial and error and guesswork for what would create "added value" for our customers. We must build systems and cultures that focus on the value of a continuous feedback loop from our customers. 

In a time when people are being asked to do more with less, good data can help PRIORITIZE areas of improvement and it can give valuable CONTEXT to any development process. With widely disseminated, valuable, relevant and understandable data, an organization can make strategic and day to day decisions that create consistently high levels of service. 

Creating an environment inspiring commitment to the organization’s goals often requires managers to make significant changes in their leadership style. To make these changes, leaders must have as much information as possible about the perceptions of the people they influence. 

The Service Quality Leadership Survey™ (SQLS™) provides perceptions of behaviors in areas which are key to creating work environments that stimulate excellence in service, quality and continuous improvement. This highly reliable and valid "competency based" instrument has one of the largest data bases accumulated regarding leading for improved service. 

Our data gathering instruments and processes can be customized to meet individual needs. These instruments have been used by many top service organizations such as Disney Resorts, U.C. Berkeley, Crested Butte Mountain Resort, Firth Industries (Australia), Perrier Waters, AST Computers, Merck Pharmaceuticals and Petro Canada. 

We are just beginning our first beta test of on-line surveys!  If you would like to view our sample surveys click on a selection below.  We'd appreciate receiving your feedback so we can improve the quality of our on-line surveys. E-mail us with any questions/comments you may have.

Self Survey
Supervisor Survey
Other Survey
Peer Survey