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Yes No	Do you know what percentage of your customers you keep each year?
Yes No	Do you know what percentage of your customers you lose each year?
Yes No	Do you know the top three reasons your customers leave?
Yes No	Do you know what your customers' number 1 expectation is?
Yes No	In the last three months have you personally contacted at least ten former customers to find our why they quit you?
Yes No	Do you understand what the life-time value of your customer is?
Yes No	Do you have written customer service quality standards?
Yes No	Do you articulate your customer service quality standards in understandable and measurable terms to employees and customers?
Yes No	In the last six months have you checked to see if any of your customers' expectations have changed?
Yes No	Do you know how many members of your staff serve internal vs. external customers?
Yes No	Are any of your customer service performance standards tied in with incentive programs?
Yes No	Is everyone in the organization required to take a minimum number of hours of Customer Care training programs annually?