Wrong

9.  We survey our customers/clients on a regular basis to determine how we're doing.

At least you should be doing so.  One caveat, however, if your query doesn't establish clear, actionable criteria in determining performance, the information you gather will be worthless.  It is equally important that you survey regularly and with different samples of your customer base.  Hot buttons change periodically - usually in response to directly experienced circumstances.  A company whose JIT (just in time) inventory program has gone awry is more likely to be very sensitive to delivery performance. 

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