Concise Accountancy

Accountants and Registered Auditors

Payroll and staff

Total Customer Satisfaction

Designing staff performance appraisal form is easy. One of the factors to consider is the staff’s efforts in delivering 100% Total Customer Satisfaction.

In assessing your staff delivering total customer satisfaction, you would assess whether your staff is courteous, pleasant, respectful, and considerate towards others. Also, your staff’s attitude at work and his/her ability to promote goodwill in providing service to customers.

1 to 10
Rude and disrespectful to others. Totally lacks diplomacy and is argumentative. Unwilling in providing service and damages working relationship.1 2
Often lacks courtesy and tact, and has little respect and consideration for others. Abrupt and curt in service.3 4
Pleasant and courteous. Respectful and considerate toward others. Provides satisfactory service to others and generally leaves a good impression.5 6
Very pleasant, courteous, diplomatic, and discreet. Shows due respect and consideration towards others. Is business-like and prompt in service and projects a very favourable impression.7 8
Always cheerful, pleasant, and courteous. Highly diplomatic, very respectful, and considerate towards others. Provides highly effective and thorough service, and builds on working relationships.9 10
Circle one number only

Your score for Total Customer Satisfaction

Your score must match your staff’s ability to deliver an exceptional customer experience.

Give a high score to staff receiving multiple compliments from customers. For example, the staff received multiple compliments when assisting customers with confirmation statement filings with Companies House.

Give a low score to staff who had multiple complaints about his/her service quality. For instance, a customer complaint about the staff missing the customer’s company accounts filing deadline resulted in a late filing penalty.

Consider having a reward system in place for high achiever staff. For example, a bonus payment or extra holiday and so on to encourage them to keep up with the good work. For low-score staff, you may consider re-training the staff.

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