take the test

The Wow Factor Test is designed to provide an insight into whether your company provides customer service that goes beyond expectations. The questions below are based on some of the essential skills that every employee should use when dealing with your customers. So, simply mark the one that you feel most represents the impact your current service has on your customer:

When dealing with your employee(s), does your customer:

1) Feel that they are treated like an individual?

Yes, they always get more than they expected.
No, they’re treated like a number.
Possibly, but not all the time.
Please select a value for question 1

2) Comment on the positive experience they received?

Yes, we are always getting excellent feedback.
No, we receive a high level of complaints.
Varied, we receive a mix of positive and negative feedback.
Please select a value for question 2

3) Comment on how approachable the employee(s) have been?

Yes, our customers are always commenting on the excellent attitude.
No, we often receive comments on unsatisfactory attitude and behaviour.
Varied, we receive a mix of positive and negative comments.
Please select a value for question 3

4) Feel like your company wants their business?

Yes, we rarely lose business to our competitors.
No, they seem happy to let the customer shop around.
I’m not sure.
Please select a value for question 4

And for further thought, based on the service you currently provide:

1) Does your customer confidently recommend your company to their friends and family?

Yes
No
Please select a value for question 5

2) Would you confidently recommend your company to your friends and family?

Yes
No
Please select a value for question 6

If you scored 4 to 6
Great! From the answers you have given you are going beyond your customer’s expectations. However, just to make sure, why not get us in for a Wow Factor health check?

If you scored 3 to -3
Interesting! From the answers you have given it appears you are providing a mixed service that occasionally goes beyond expectations but often delivers a basic to average service. You will definitely benefit from the Wow Factor service.

If you scored -4 to -6
Oops! From the answers you have given it appears that your customers are receiving a service that does not meet their expectations most of the time. Some feel strongly enough to put it into writing but what about those that never come back?
How many people do they tell about their experience? You will definitely benefit from a Wow Factor overhaul.