The Service Culture Indicator (SCI) is a holistic assessment to help you align your leadership team and evaluate your service culture performance.

1. © UP! Your Service I UpYourService.com
Introducing the
Service Culture Indicator
The Service Culture Indicator (SCI) is a
comprehensive assessment tool to help you align
your leadership team and evaluate your current
service culture performance.

2. © UP! Your Service I UpYourService.com
The Service Culture Indicator (SCI)
The Service Culture Indicator (SCI) is a comprehensive survey to
assess the alignment of your leadership team and evaluate the
strength of your current service culture.
Benefits of the SCI include:
1. Discover why your team members want to improve service
performance and build a superior service culture.
2. Assess your team’s alignment and evaluate the strength of your
current service culture in five categories: Customers, People,
Leadership, Processes, and Culture.
3. Identify top priorities to drive your service improvement and culture
building efforts.
4. Receive customized reports, recommendations, and relevant
resources.

3. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
The UP Service Architecture
Service Leadership
An educated, aligned, and committed
leadership team is essential to build a
strong and sustainable service culture.
The 12 Building Blocks
Continuous improvement and alignment
in these areas create an environment
that encourages, recognizes, and
sustains excellent service behaviors.
Continuous Service Improvement
All team members learn fundamental
service principles and how to
continuously apply them to generate
new ideas and take new actions. This is
the essential foundation for a culture
that delivers continuous service
improvement.

4. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
Customers People
Leadership Processes
Culture
SCI Scores in Five Categories
How aligned is your leadership team?
How strong is your service culture?

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Team Alignment Score
Current Performance Score
SCI Scores in Five Categories
Customers People
Leadership Processes
Culture

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The Customer Category
1. We listen to what our customers say
and feel about the service experience
they receive from us.
2. The metrics we use to measure loyalty
and satisfaction help us take new
actions that drive positive business
results.
3. Everyone in our organization has a good
understanding of what customers and
fellow colleagues truly value.
The People Category
1. Our organization always hires people
who are well aligned with the company’s
service vision.
2. We have a staff orientation program that
inspires and encourages new team
members to contribute to our company’s
culture.
3. Our service recognition and rewards
programs motivate employees to deliver
better internal and external service.
4. Our organization provides service
education that always leads to improved
service performance.
The SCI Questions by Category

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The Leadership Category
1. Our leaders sustain our focus and
enthusiasm for delivering superior
service.
2. Our leaders enable and empower
everyone to take new action that deliver
better service.
3. Our leaders consistently identify and
remove roadblocks to delivering better
service.
4. Everyone in our organization
demonstrates personal behaviors of
excellent service.
The Processes Category
1. We have proven processes for
continuously improving our service.
2. When things go wrong, we have a
proven process that helps us make
things right for our customers.
3. We benchmark service in other
organizations to learn new ways to
improve.
The SCI Questions by Category

8. © UP! Your Service I UpYourService.com
The Culture Category
1. We have a common service language that is
understood and widely used throughout the
organization.
2. Everyone in our organization shares an
inspiring vision of the service we are
committed to deliver.
3. Our organization communicates effectively
about service issues and improvements.
The SCI Questions by Category

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SCI Enterprise and SCI Team Editions
Product Features SCI Enterprise Edition SCI Team Edition
Survey questions Yes Yes
Who takes the SCI?
Multiple levels
of leadership
Senior leadership
team
Number of participants Unlimited 10-20
Report delivery Ongoing Once
Executive workshop Yes No
Additional assessments Yes No

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Reporting Features SCI Enterprise Edition SCI Team Edition
Team Alignment
Alignment score with
detailed analysis
Alignment Score
Current Performance
Performance score with
detailed analysis
Performance Score
Implementation
Roadmap
Customized presentation,
planning, and support
Debrief session
Enabling
Resources
Customized materials,
videos, case studies
Articles, case studies
SCI Enterprise and SCI Team Editions

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The SCI Process SCI Enterprise Edition SCI Team Edition
Step 1
Deployment
Planning
SCI Sign Up
Step 2 Survey Launch Team Selection
Step 3
Detailed Study of
Current Service Culture
Complete Assessment
Step 4
Service Leadership Workshop
for leadership team
SCI Standard Report
Step 5
Customized SCI Report and
Implementation Roadmap
SCI Debrief
SCI Enterprise and SCI Team Editions

12. © UP! Your Service I UpYourService.com
The Service Culture
Indicator (SCI) Report
Client: Client Name (Sample)
Date: Day Month Year

13. © UP! Your Service I UpYourService.com
The Service Culture Indicator (SCI)
The Service Culture Indicator (SCI) is a comprehensive survey to
assess the alignment of your leadership team and evaluate the
strength of your current service culture.
Benefits of the SCI include:
1. Discover why your team members want to improve service
performance and build a superior service culture.
2. Assess your team’s alignment and evaluate the strength of your
current service culture in five categories: Customers, People,
Leadership, Processes, and Culture.
3. Identify top priorities to drive your service improvement and culture
building efforts.
4. Receive customized reports, recommendations, and relevant
resources.

14. © UP! Your Service I UpYourService.com
SCI Questions About Your Objectives
Why is service improvement important now?
Ranked in order of importance by SCI participants.
The score is a weighted calculation with items ranked first given higher weight.
Reduce customer
complaints 75
68
65
58
49
Stand out from
competition
Keep loyal
customers
Attract more new
customers
Improve pricing and
profit margins

15. © UP! Your Service I UpYourService.com
Why is a stronger service culture important now?
SCI Questions About Your Objectives
Improve our service
performance 68
64
65
62
57
Attract and retain
best employees
Improve our internal
service
Build our engagement
with customers
Create more service
ideas and innovations
Ranked in order of importance by SCI participants.
The score is a weighted calculation with items ranked first given higher weight.

16. © UP! Your Service I UpYourService.com
Which service improvements are most needed now?
SCI Questions About Your Objectives
Stronger service
leadership 74
69
65
60
47
Better service
attitudes
Improved internal
service
Deeper engagement
with customers
More new ideas and
service innovations
Ranked in order of importance by SCI participants.
The score is a weighted calculation with items ranked first given higher weight.

17. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
The UP Service Architecture
Service Leadership
An educated, aligned, and committed
leadership team is essential to build a
strong and sustainable service culture.
The 12 Building Blocks
Continuous improvement and alignment
in these areas create an environment
that encourages, recognizes, and
sustains excellent service behaviors.
Continuous Service Improvement
All team members learn fundamental
service principles and how to
continuously apply them to generate
new ideas and take new actions. This is
the essential foundation for a culture
that delivers continuous service
improvement.

18. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
Customers People
Leadership Processes
Culture
SCI Scores in Five Categories
How aligned is your leadership team?
How strong is your service culture?

19. © UP! Your Service I UpYourService.com
Team Alignment Score
Current Performance Score
SCI Scores in Five Categories
Customers People
Leadership Processes
Culture

20. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
SCI Summary: Insights & Recommendations
Service Leadership
Top Insights
• This section includes the top insights from the
results.
Recommendations
• This section includes recommendations based
on the results.

21. © UP! Your Service I UpYourService.com
SCI Summary: Insights & Recommendations
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
The 12 Building Blocks
Top Insights
• This section includes the top insights from the
results.
Recommendations
• This section includes recommendations based
on the results.

22. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
Service
Role
Modeling
Engaging
Service
Vision
New
Staff
Orientation
Common
Service
Language
Service
Staff
Recruitment
Service
Leadership
Service
Communi-
cations
Service
Measures
& Metrics
Service
Recognition
& Rewards
Voice
of the
Customer
SCI Summary: Insights & Recommendations
Continuous Service Improvement
Top Insights
• This section includes the top insights from the
results.
Recommendations
• This section includes recommendations based
on the results.

23. © UP! Your Service I UpYourService.com
Your SCI Results in Five Categories
Team Alignment Current Performance
59
73 71
80
65
Customers People Leadership Processes Culture
60 58
38
86
Customers People Leadership Processes Culture
48
0-49
50-79
80-100
Weak Moderate Strong

24. © UP! Your Service I UpYourService.com
Your SCI Results in the Customers Category
Team Alignment Current Performance
80
30
70
Voice
of the
Customer
Service
Measures
& Metrics
Continuous
Service
Improvement
61 63
53
Voice
of the
Customer
Service
Measures
& Metrics
Continuous
Service
Improvement
0-49
50-79
80-100
Weak Moderate Strong

25. © UP! Your Service I UpYourService.com
Your SCI Results in the People Category
Team Alignment Current Performance
98
62
50
Service Staff
Recruitment
New Staff
Orientation
Service
Recognition
& Rewards
80
Continuous
Service
Improvement
95
81
50
Service Staff
Recruitment
New Staff
Orientation
Service
Recognition
& Rewards
5
Continuous
Service
Improvement
0-49
50-79
80-100
Weak Moderate Strong

26. © UP! Your Service I UpYourService.com
Your SCI Results in the Leadership Category
Team Alignment Current Performance
57
19
Service
Leadership
Service Role
Modeling
61
81
Service
Leadership
Service Role
Modeling
0-49
50-79
80-100
Weak Moderate Strong

27. © UP! Your Service I UpYourService.com
Your SCI Results in the Processes Category
Team Alignment Current Performance
95
81 81
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
98
62
81
Service
Improvement
Process
Service
Recovery &
Guarantees
Service
Bench-
marking
0-49
50-79
80-100
Weak Moderate Strong

28. © UP! Your Service I UpYourService.com
Your SCI Results in the Culture Category
Team Alignment Current Performance
70
55
18
Common
Service
Language
Engaging
Service
Vision
Service
Communi-
cations
70
45
Common
Service
Language
Engaging
Service
Vision
Service
Communi-
cations
0-49
50-79
80-100
Weak Moderate Strong
81

29. © UP! Your Service I UpYourService.com
Service Leadership
0% 0%
39%
0%
61%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 71 Moderate
Current Performance 61 Moderate
UP Resources:
Service Leadership Video
Service Leadership Articles
Question 1 of 3: Our leaders sustain our focus and enthusiasm for
delivering superior service.

30. © UP! Your Service I UpYourService.com
Service Leadership
Team Alignment 43 Weak
Current Performance 50
40%
0%
10%
30%
20%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
UP Resources:
Service Leadership Video
Service Leadership Articles
Question 2 of 3: Our leaders enable and empower everyone to take new
action that deliver better service.
Moderate

31. © UP! Your Service I UpYourService.com
Service Leadership
Team Alignment 70 Moderate
Current Performance 60
10% 10%
20%
40%
20%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
UP Resources:
Service Leadership Video
Service Leadership Articles
Question 3 of 3: Our leaders consistently identify and remove roadblocks
to delivering better service.
Moderate

32. © UP! Your Service I UpYourService.com
Continuous Service Improvement
Team Alignment 53
Current Performance 70 Moderate
0% 0%
30%
50%
20%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
UP Resources:
Continuous Service Improvement Video
Continuous Service Improvement Articles
Question 1 of 2: Everyone in our organization has a good understanding
of what customers and fellow colleagues truly value.
Moderate

33. © UP! Your Service I UpYourService.com
Continuous Service Improvement
70%
20%
5% 0%
5%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 80 Strong
Current Performance 5 Weak
UP Resources:
Continuous Service Improvement Video
Continuous Service Improvement Articles
Question 2 of 2: Our organization provides service education that always
leads to improved service performance.

34. © UP! Your Service I UpYourService.com
Question: We have a common service language that is understood and
widely used throughout the organization.
Common Service Language
20%
10% 0%
40%
30%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 70 Moderate
Current Performance 70 Moderate
UP Resources:
Common Service Language Video
Common Service Language Articles

35. © UP! Your Service I UpYourService.com
Question: Everyone in our organization shares an inspiring vision of the
service we are committed to deliver.
Engaging Service Vision
30%
5%
10%
25%
30%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 45 Weak
Current Performance 55
UP Resources:
Engaging Service Vision Video
Engaging Service Vision Articles
Moderate

36. © UP! Your Service I UpYourService.com
Service Staff Recruitment
Question: Our organization always hires people who are well aligned with
the company’s service vision.
5%
90%
5%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 98 Strong
Current Performance 95 Strong
UP Resources:
Service Staff Recruitment Video
Service Staff Recruitment Articles

37. © UP! Your Service I UpYourService.com
New Staff Orientation
Question: We have a staff orientation program that inspires and
encourages new team members to contribute to our
company’s culture.
9% 10%
0%
39% 42%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 62 Moderate
Current Performance 81 Strong
UP Resources:
New Staff Orientation Video
New Staff Orientation Articles

38. © UP! Your Service I UpYourService.com
Service Communications
Question: Our organization communicates effectively about service
issues and improvements.
80%
2% 0%
8% 10%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 81 Strong
Current Performance 18 Weak
UP Resources:
Service Communications Video
Service Communications Articles

39. © UP! Your Service I UpYourService.com
Service Recognition & Rewards
Question: Our service recognition and rewards programs motivate
employees to deliver better internal and external service.
8%
40%
2% 0%
50%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 50
Current Performance 50
UP Resources:
Service Recognition & Rewards Video
Service Recognition & Rewards Articles
Moderate
Moderate

40. © UP! Your Service I UpYourService.com
Voice of the Customer
Question: We listen to what our customers say and feel about the service
experience they receive from us.
9% 10%
1%
39% 41%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 61 Moderate
Current Performance 80
UP Resources:
Voice of the Customer Video
Voice of the Customer Articles
Strong

41. © UP! Your Service I UpYourService.com
Service Measures & Metrics
Question: The metrics we use to measure loyalty and satisfaction help us
take new actions that drive positive business results.
40%
20%
10%
25%
5%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 63 Moderate
Current Performance 30 Weak
UP Resources:
Service Measures & Metrics Video
Service Measures & Metrics Articles

42. © UP! Your Service I UpYourService.com
Service Improvement Process
Question: We have proven processes for continuously improving
our service.
5%
90%
5%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 98 Strong
Current Performance 95 Strong
UP Resources:
Service Improvement Process Video
Service Improvement Process Articles

43. © UP! Your Service I UpYourService.com
Service Recovery & Guarantees
Question: When things go wrong, we have a proven process that helps
us make things right for our customers.
9% 10%
0%
39% 42%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 62
Current Performance 81 Strong
UP Resources:
Service Recovery & Guarantees Video
Service Recovery & Guarantees Articles
Moderate

44. © UP! Your Service I UpYourService.com
Service Benchmarking
Question: We benchmark service in other organizations to learn new
ways to improve.
8% 9%
2% 1%
80%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 81 Strong
Current Performance 81 Strong
UP Resources:
Service Benchmarking Video
Service Benchmarking Articles

45. © UP! Your Service I UpYourService.com
Service Role Modeling
Question: Everyone in our organization demonstrates personal behaviors
of excellent service.
21%
60%
0% 0%
19%
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Team Alignment 81 Strong
Current Performance 19 Weak
UP Resources:
Service Role Modeling Video
Service Role Modeling Articles

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