Ikea Questionnaire Project

1) Can you please describe your role in your organization

2) What are some of the things you look for when hiring new employees for customer service positions?

3) When filling other positions, do you look for the same characteristics?

4) What type of training do your service employees receive?

5) Do you think adequate training is done to ensure that workers carry out duties the IKEA way?

6) What measures are in place to monitor feedback from customers?

7) Do you think IKEA does a great job at paying close attention to this feedback?

8) Explain what your typical interaction with customers looks like - Are you primarily face to face, over the phone, etc.

9) What is your process for resolving customer complaints or service missteps?

10) How does your company compare to your competitors in terms of customer service, product performance, sales, etc? 

11) Do you proactively seek feedback? 

12) How much direct interaction do you have with customers?

13) How do you handle complaints, issues or dissatisfaction from customers? 

14) How does this job handle marketing services differently than your past jobs?

15) What is your process from start to finish when you get a marketing request? 

16) How do you attract and gain new customers?

17) What would you say is the perception that your customer have of your company?

18) Do you think IKEA do anything to live up to that perception?

19) How does your company create value to the customer?

20) To what extent are your customers involved in the production/delivery process and what are the critical success factors you consider?

21) What is your process for recovering service failures and to what extent do you invest your resources in restoring those failures

22) How important is customer relationships to your organization and how do you develop and deepen those relationships with important clients?

23) Do you think customer complaints...