How often do apologies come into play in your business?
Daily
Weekly
Bi-Weekly
Monthly
Bi-Monthly
Quarterly
Less than Quarterly
Who is most often the recipient of your business apologies?
Boss
Co-worker
Customer
Partner
Subordinate
Vendor
What is the most common reason for your apologies?
Defective Product/Service
Poor Customer Service
Poor Employee Performance
Missed Appointment/Deadline
Billing Issues
Computer Error
Human Error
Offensive Behavior
Betrayed Trust
Hurt Feelings
Other
If "Other" Please specify
What form do your apologies most often take?
Face to face meeting
Over the telephone
Email
Quick note
Letter
Other
Do you provide a detailed account of the situation?
---Select---
\n
Yes
No
Do you look for excuses rather than give an accurate description of the event?
---Select---
\n
Yes
No
Do you avoid ownership of the situation for legal or financial issues?
---Select---
\n
Yes
No
Do you provide a form of restitution or compensation?
---Select---
\n
Yes
No
Are apologies becoming more or less central to customer service?
---Select---
\n
1
2
3
4
5
6
7
8
9
10
Are customers becoming more demanding? Are they asking for more?
---Select---
\n
1
2
3
4
5
6
7
8
9
10
Are customer expectations increasing? Are customers expecting more?
---Select---
\n
1
2
3
4
5
6
7
8
9
10
What industry are you in?
---Select---
\n
Advertising
Airline
Automotive
Banking
Consulting
Education
Energy
Entertainment
Finance
Food & Drug
Health
Human Resources
Insurance
Manufacturing
Marketing
Public Relations
Real Estate
Retail
Technology
Transportation
Tourism
Other
If "Other" Please Specify.