100 Questions to Congratulations or Consultation

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PEOPLE

	N/A (0)	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile?	N/A (0)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? N/A (0)	Strongly Disagree (1)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? Strongly Disagree (1)	Disagree (2)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? Disagree (2)	Neutral (3)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? Neutral (3)	Agree (4)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? Agree (4)	Strongly Agree (5)1. Are your hourly wage rates based on a Desired Community Position (DCP) of the 75% percentile? Strongly Agree (5)
2. Are your management salaries based on a DCP of the 75% percentile?	N/A (0)2. Are your management salaries based on a DCP of the 75% percentile? N/A (0)	Strongly Disagree (1)2. Are your management salaries based on a DCP of the 75% percentile? Strongly Disagree (1)	Disagree (2)2. Are your management salaries based on a DCP of the 75% percentile? Disagree (2)	Neutral (3)2. Are your management salaries based on a DCP of the 75% percentile? Neutral (3)	Agree (4)2. Are your management salaries based on a DCP of the 75% percentile? Agree (4)	Strongly Agree (5)2. Are your management salaries based on a DCP of the 75% percentile? Strongly Agree (5)
3. Are your employee turnover rates at an appropriate level for success?	N/A (0)3. Are your employee turnover rates at an appropriate level for success? N/A (0)	Strongly Disagree (1)3. Are your employee turnover rates at an appropriate level for success? Strongly Disagree (1)	Disagree (2)3. Are your employee turnover rates at an appropriate level for success? Disagree (2)	Neutral (3)3. Are your employee turnover rates at an appropriate level for success? Neutral (3)	Agree (4)3. Are your employee turnover rates at an appropriate level for success? Agree (4)	Strongly Agree (5)3. Are your employee turnover rates at an appropriate level for success? Strongly Agree (5)
4. Is employee turnover managed as a KPI?	N/A (0)4. Is employee turnover managed as a KPI? N/A (0)	Strongly Disagree (1)4. Is employee turnover managed as a KPI? Strongly Disagree (1)	Disagree (2)4. Is employee turnover managed as a KPI? Disagree (2)	Neutral (3)4. Is employee turnover managed as a KPI? Neutral (3)	Agree (4)4. Is employee turnover managed as a KPI? Agree (4)	Strongly Agree (5)4. Is employee turnover managed as a KPI? Strongly Agree (5)
5. Does management have a bonus objective based on employee retention?	N/A (0)5. Does management have a bonus objective based on employee retention? N/A (0)	Strongly Disagree (1)5. Does management have a bonus objective based on employee retention? Strongly Disagree (1)	Disagree (2)5. Does management have a bonus objective based on employee retention? Disagree (2)	Neutral (3)5. Does management have a bonus objective based on employee retention? Neutral (3)	Agree (4)5. Does management have a bonus objective based on employee retention? Agree (4)	Strongly Agree (5)5. Does management have a bonus objective based on employee retention? Strongly Agree (5)
6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria?	N/A (0)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? N/A (0)	Strongly Disagree (1)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? Strongly Disagree (1)	Disagree (2)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? Disagree (2)	Neutral (3)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? Neutral (3)	Agree (4)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? Agree (4)	Strongly Agree (5)6. Do you manage salary and wage rates based on minimum, midpoint, and maximum criteria? Strongly Agree (5)
7. Do you have job descriptions for all positions?	N/A (0)7. Do you have job descriptions for all positions? N/A (0)	Strongly Disagree (1)7. Do you have job descriptions for all positions? Strongly Disagree (1)	Disagree (2)7. Do you have job descriptions for all positions? Disagree (2)	Neutral (3)7. Do you have job descriptions for all positions? Neutral (3)	Agree (4)7. Do you have job descriptions for all positions? Agree (4)	Strongly Agree (5)7. Do you have job descriptions for all positions? Strongly Agree (5)
8. Do you administer performance appraisals on an annual or semi-annual basis?	N/A (0)8. Do you administer performance appraisals on an annual or semi-annual basis? N/A (0)	Strongly Disagree (1)8. Do you administer performance appraisals on an annual or semi-annual basis? Strongly Disagree (1)	Disagree (2)8. Do you administer performance appraisals on an annual or semi-annual basis? Disagree (2)	Neutral (3)8. Do you administer performance appraisals on an annual or semi-annual basis? Neutral (3)	Agree (4)8. Do you administer performance appraisals on an annual or semi-annual basis? Agree (4)	Strongly Agree (5)8. Do you administer performance appraisals on an annual or semi-annual basis? Strongly Agree (5)
9. Does your performance appraisal process include salary reviews?	N/A (0)9. Does your performance appraisal process include salary reviews? N/A (0)	Strongly Disagree (1)9. Does your performance appraisal process include salary reviews? Strongly Disagree (1)	Disagree (2)9. Does your performance appraisal process include salary reviews? Disagree (2)	Neutral (3)9. Does your performance appraisal process include salary reviews? Neutral (3)	Agree (4)9. Does your performance appraisal process include salary reviews? Agree (4)	Strongly Agree (5)9. Does your performance appraisal process include salary reviews? Strongly Agree (5)
10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development?	N/A (0)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? N/A (0)	Strongly Disagree (1)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? Strongly Disagree (1)	Disagree (2)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? Disagree (2)	Neutral (3)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? Neutral (3)	Agree (4)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? Agree (4)	Strongly Agree (5)10. Do you have a Human Resource plan that includes an annual or semi-annual assessment and skills development? Strongly Agree (5)
11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development?	N/A (0)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? N/A (0)	Strongly Disagree (1)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? Strongly Disagree (1)	Disagree (2)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? Disagree (2)	Neutral (3)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? Neutral (3)	Agree (4)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? Agree (4)	Strongly Agree (5)11. Are individual managers evaluated on a “Promotable, Keep or Other” standard in terms of leadership development? Strongly Agree (5)
12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period?	N/A (0)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? N/A (0)	Strongly Disagree (1)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? Strongly Disagree (1)	Disagree (2)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? Disagree (2)	Neutral (3)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? Neutral (3)	Agree (4)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? Agree (4)	Strongly Agree (5)12. Do individual managers have access to management development plans that identify areas for improvement with suggestive courses that must be completed over a six-month period? Strongly Agree (5)
13. Are employee attitude surveys conducted with organizational feedback in the criteria?	N/A (0)13. Are employee attitude surveys conducted with organizational feedback in the criteria? N/A (0)	Strongly Disagree (1)13. Are employee attitude surveys conducted with organizational feedback in the criteria? Strongly Disagree (1)	Disagree (2)13. Are employee attitude surveys conducted with organizational feedback in the criteria? Disagree (2)	Neutral (3)13. Are employee attitude surveys conducted with organizational feedback in the criteria? Neutral (3)	Agree (4)13. Are employee attitude surveys conducted with organizational feedback in the criteria? Agree (4)	Strongly Agree (5)13. Are employee attitude surveys conducted with organizational feedback in the criteria? Strongly Agree (5)
14. Does your top HR executive sit in on all business-oriented committees?	N/A (0)14. Does your top HR executive sit in on all business-oriented committees? N/A (0)	Strongly Disagree (1)14. Does your top HR executive sit in on all business-oriented committees? Strongly Disagree (1)	Disagree (2)14. Does your top HR executive sit in on all business-oriented committees? Disagree (2)	Neutral (3)14. Does your top HR executive sit in on all business-oriented committees? Neutral (3)	Agree (4)14. Does your top HR executive sit in on all business-oriented committees? Agree (4)	Strongly Agree (5)14. Does your top HR executive sit in on all business-oriented committees? Strongly Agree (5)
15. Is employee diversity a top area of concern?	N/A (0)15. Is employee diversity a top area of concern? N/A (0)	Strongly Disagree (1)15. Is employee diversity a top area of concern? Strongly Disagree (1)	Disagree (2)15. Is employee diversity a top area of concern? Disagree (2)	Neutral (3)15. Is employee diversity a top area of concern? Neutral (3)	Agree (4)15. Is employee diversity a top area of concern? Agree (4)	Strongly Agree (5)15. Is employee diversity a top area of concern? Strongly Agree (5)
16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business?	N/A (0)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? N/A (0)	Strongly Disagree (1)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? Strongly Disagree (1)	Disagree (2)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? Disagree (2)	Neutral (3)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? Neutral (3)	Agree (4)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? Agree (4)	Strongly Agree (5)16. Do women and minorities hold positions in management consistent with the demographics of the Designated Market Areas (DMAs) where the organization does business? Strongly Agree (5)
17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination?	N/A (0)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? N/A (0)	Strongly Disagree (1)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? Strongly Disagree (1)	Disagree (2)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? Disagree (2)	Neutral (3)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? Neutral (3)	Agree (4)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? Agree (4)	Strongly Agree (5)17. Can you discuss a “closed-loop” approach to HR to show that your organization has adequate processes in place for recruiting, interviewing, selection, on-boarding, training, development, promotion, and termination? Strongly Agree (5)
18. Is the HR executive’s bonus based on the performance of Operations?	N/A (0)18. Is the HR executive’s bonus based on the performance of Operations? N/A (0)	Strongly Disagree (1)18. Is the HR executive’s bonus based on the performance of Operations? Strongly Disagree (1)	Disagree (2)18. Is the HR executive’s bonus based on the performance of Operations? Disagree (2)	Neutral (3)18. Is the HR executive’s bonus based on the performance of Operations? Neutral (3)	Agree (4)18. Is the HR executive’s bonus based on the performance of Operations? Agree (4)	Strongly Agree (5)18. Is the HR executive’s bonus based on the performance of Operations? Strongly Agree (5)
19. Do you have a sexual harassment policy?	N/A (0)19. Do you have a sexual harassment policy? N/A (0)	Strongly Disagree (1)19. Do you have a sexual harassment policy? Strongly Disagree (1)	Disagree (2)19. Do you have a sexual harassment policy? Disagree (2)	Neutral (3)19. Do you have a sexual harassment policy? Neutral (3)	Agree (4)19. Do you have a sexual harassment policy? Agree (4)	Strongly Agree (5)19. Do you have a sexual harassment policy? Strongly Agree (5)
20. Do you have an anti-discrimination policy?	N/A (0)20. Do you have an anti-discrimination policy? N/A (0)	Strongly Disagree (1)20. Do you have an anti-discrimination policy? Strongly Disagree (1)	Disagree (2)20. Do you have an anti-discrimination policy? Disagree (2)	Neutral (3)20. Do you have an anti-discrimination policy? Neutral (3)	Agree (4)20. Do you have an anti-discrimination policy? Agree (4)	Strongly Agree (5)20. Do you have an anti-discrimination policy? Strongly Agree (5)
21. Is People Development a criterion for management bonuses?	N/A (0)21. Is People Development a criterion for management bonuses? N/A (0)	Strongly Disagree (1)21. Is People Development a criterion for management bonuses? Strongly Disagree (1)	Disagree (2)21. Is People Development a criterion for management bonuses? Disagree (2)	Neutral (3)21. Is People Development a criterion for management bonuses? Neutral (3)	Agree (4)21. Is People Development a criterion for management bonuses? Agree (4)	Strongly Agree (5)21. Is People Development a criterion for management bonuses? Strongly Agree (5)
22. Are health and safety procedures in place?	N/A (0)22. Are health and safety procedures in place? N/A (0)	Strongly Disagree (1)22. Are health and safety procedures in place? Strongly Disagree (1)	Disagree (2)22. Are health and safety procedures in place? Disagree (2)	Neutral (3)22. Are health and safety procedures in place? Neutral (3)	Agree (4)22. Are health and safety procedures in place? Agree (4)	Strongly Agree (5)22. Are health and safety procedures in place? Strongly Agree (5)
23. Does your organization have a tuition reimbursement program?	N/A (0)23. Does your organization have a tuition reimbursement program? N/A (0)	Strongly Disagree (1)23. Does your organization have a tuition reimbursement program? Strongly Disagree (1)	Disagree (2)23. Does your organization have a tuition reimbursement program? Disagree (2)	Neutral (3)23. Does your organization have a tuition reimbursement program? Neutral (3)	Agree (4)23. Does your organization have a tuition reimbursement program? Agree (4)	Strongly Agree (5)23. Does your organization have a tuition reimbursement program? Strongly Agree (5)
24. Does your organization have a profit-sharing program for employees?	N/A (0)24. Does your organization have a profit-sharing program for employees? N/A (0)	Strongly Disagree (1)24. Does your organization have a profit-sharing program for employees? Strongly Disagree (1)	Disagree (2)24. Does your organization have a profit-sharing program for employees? Disagree (2)	Neutral (3)24. Does your organization have a profit-sharing program for employees? Neutral (3)	Agree (4)24. Does your organization have a profit-sharing program for employees? Agree (4)	Strongly Agree (5)24. Does your organization have a profit-sharing program for employees? Strongly Agree (5)
25. Does your organization conduct exit interviews?	N/A (0)25. Does your organization conduct exit interviews? N/A (0)	Strongly Disagree (1)25. Does your organization conduct exit interviews? Strongly Disagree (1)	Disagree (2)25. Does your organization conduct exit interviews? Disagree (2)	Neutral (3)25. Does your organization conduct exit interviews? Neutral (3)	Agree (4)25. Does your organization conduct exit interviews? Agree (4)	Strongly Agree (5)25. Does your organization conduct exit interviews? Strongly Agree (5)
26. Does your organization have a competitive benefits plan for employees?	N/A (0)26. Does your organization have a competitive benefits plan for employees? N/A (0)	Strongly Disagree (1)26. Does your organization have a competitive benefits plan for employees? Strongly Disagree (1)	Disagree (2)26. Does your organization have a competitive benefits plan for employees? Disagree (2)	Neutral (3)26. Does your organization have a competitive benefits plan for employees? Neutral (3)	Agree (4)26. Does your organization have a competitive benefits plan for employees? Agree (4)	Strongly Agree (5)26. Does your organization have a competitive benefits plan for employees? Strongly Agree (5)
27. Does your organization have a Paid Time Off policy for employees?	N/A (0)27. Does your organization have a Paid Time Off policy for employees? N/A (0)	Strongly Disagree (1)27. Does your organization have a Paid Time Off policy for employees? Strongly Disagree (1)	Disagree (2)27. Does your organization have a Paid Time Off policy for employees? Disagree (2)	Neutral (3)27. Does your organization have a Paid Time Off policy for employees? Neutral (3)	Agree (4)27. Does your organization have a Paid Time Off policy for employees? Agree (4)	Strongly Agree (5)27. Does your organization have a Paid Time Off policy for employees? Strongly Agree (5)
28. Have you developed a social impact metric key performance indicator (KPI) for your company?	N/A (0)28. Have you developed a social impact metric key performance indicator (KPI) for your company? N/A (0)	Strongly Disagree (1)28. Have you developed a social impact metric key performance indicator (KPI) for your company? Strongly Disagree (1)	Disagree (2)28. Have you developed a social impact metric key performance indicator (KPI) for your company? Disagree (2)	Neutral (3)28. Have you developed a social impact metric key performance indicator (KPI) for your company? Neutral (3)	Agree (4)28. Have you developed a social impact metric key performance indicator (KPI) for your company? Agree (4)	Strongly Agree (5)28. Have you developed a social impact metric key performance indicator (KPI) for your company? Strongly Agree (5)
29. Have you developed an environmental impact metric for your company?	N/A (0)29. Have you developed an environmental impact metric for your company? N/A (0)	Strongly Disagree (1)29. Have you developed an environmental impact metric for your company? Strongly Disagree (1)	Disagree (2)29. Have you developed an environmental impact metric for your company? Disagree (2)	Neutral (3)29. Have you developed an environmental impact metric for your company? Neutral (3)	Agree (4)29. Have you developed an environmental impact metric for your company? Agree (4)	Strongly Agree (5)29. Have you developed an environmental impact metric for your company? Strongly Agree (5)
30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs?	N/A (0)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? N/A (0)	Strongly Disagree (1)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? Strongly Disagree (1)	Disagree (2)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? Disagree (2)	Neutral (3)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? Neutral (3)	Agree (4)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? Agree (4)	Strongly Agree (5)30. Have you defined a practical plan for collecting the data necessary to report on impact KPIs? Strongly Agree (5)

CUSTOMER SERVICE

	N/A (0)	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
31. Does your organization have processes where you develop knowledge to get to know your customers?	N/A (0)31. Does your organization have processes where you develop knowledge to get to know your customers? N/A (0)	Strongly Disagree (1)31. Does your organization have processes where you develop knowledge to get to know your customers? Strongly Disagree (1)	Disagree (2)31. Does your organization have processes where you develop knowledge to get to know your customers? Disagree (2)	Neutral (3)31. Does your organization have processes where you develop knowledge to get to know your customers? Neutral (3)	Agree (4)31. Does your organization have processes where you develop knowledge to get to know your customers? Agree (4)	Strongly Agree (5)31. Does your organization have processes where you develop knowledge to get to know your customers? Strongly Agree (5)
32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction?	N/A (0)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? N/A (0)	Strongly Disagree (1)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? Strongly Disagree (1)	Disagree (2)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? Disagree (2)	Neutral (3)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? Neutral (3)	Agree (4)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? Agree (4)	Strongly Agree (5)32. Does your organization have a process in place, such as in part of an employee training program, to ensure high levels of customer satisfaction? Strongly Agree (5)
33. Is your Customer Service process defined, measured, analyzed, improved, and controlled?	N/A (0)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? N/A (0)	Strongly Disagree (1)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? Strongly Disagree (1)	Disagree (2)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? Disagree (2)	Neutral (3)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? Neutral (3)	Agree (4)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? Agree (4)	Strongly Agree (5)33. Is your Customer Service process defined, measured, analyzed, improved, and controlled? Strongly Agree (5)
34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details?	N/A (0)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? N/A (0)	Strongly Disagree (1)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? Strongly Disagree (1)	Disagree (2)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? Disagree (2)	Neutral (3)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? Neutral (3)	Agree (4)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? Agree (4)	Strongly Agree (5)34. Is your customer satisfaction approach designed to exceed expectations of customers by attending to details? Strongly Agree (5)
35. Has your organization developed an environment known for exceeding customers’ expectations?	N/A (0)35. Has your organization developed an environment known for exceeding customers’ expectations? N/A (0)	Strongly Disagree (1)35. Has your organization developed an environment known for exceeding customers’ expectations? Strongly Disagree (1)	Disagree (2)35. Has your organization developed an environment known for exceeding customers’ expectations? Disagree (2)	Neutral (3)35. Has your organization developed an environment known for exceeding customers’ expectations? Neutral (3)	Agree (4)35. Has your organization developed an environment known for exceeding customers’ expectations? Agree (4)	Strongly Agree (5)35. Has your organization developed an environment known for exceeding customers’ expectations? Strongly Agree (5)
36. Does the organization have a customer satisfaction KPI?	N/A (0)36. Does the organization have a customer satisfaction KPI? N/A (0)	Strongly Disagree (1)36. Does the organization have a customer satisfaction KPI? Strongly Disagree (1)	Disagree (2)36. Does the organization have a customer satisfaction KPI? Disagree (2)	Neutral (3)36. Does the organization have a customer satisfaction KPI? Neutral (3)	Agree (4)36. Does the organization have a customer satisfaction KPI? Agree (4)	Strongly Agree (5)36. Does the organization have a customer satisfaction KPI? Strongly Agree (5)
37. Is management incentivized based on customer satisfaction KPI?	N/A (0)37. Is management incentivized based on customer satisfaction KPI? N/A (0)	Strongly Disagree (1)37. Is management incentivized based on customer satisfaction KPI? Strongly Disagree (1)	Disagree (2)37. Is management incentivized based on customer satisfaction KPI? Disagree (2)	Neutral (3)37. Is management incentivized based on customer satisfaction KPI? Neutral (3)	Agree (4)37. Is management incentivized based on customer satisfaction KPI? Agree (4)	Strongly Agree (5)37. Is management incentivized based on customer satisfaction KPI? Strongly Agree (5)
38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction?	N/A (0)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? N/A (0)	Strongly Disagree (1)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? Strongly Disagree (1)	Disagree (2)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? Disagree (2)	Neutral (3)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? Neutral (3)	Agree (4)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? Agree (4)	Strongly Agree (5)38. Do you have a customer satisfaction committee that meets on a regular basis to discuss how your company can provide a higher level of customer satisfaction? Strongly Agree (5)
39. Are a few of your customers invited to participate in your customer satisfaction committee meetings?	N/A (0)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? N/A (0)	Strongly Disagree (1)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? Strongly Disagree (1)	Disagree (2)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? Disagree (2)	Neutral (3)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? Neutral (3)	Agree (4)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? Agree (4)	Strongly Agree (5)39. Are a few of your customers invited to participate in your customer satisfaction committee meetings? Strongly Agree (5)
40. Are you satisfied with your level of customer retention?	N/A (0)40. Are you satisfied with your level of customer retention? N/A (0)	Strongly Disagree (1)40. Are you satisfied with your level of customer retention? Strongly Disagree (1)	Disagree (2)40. Are you satisfied with your level of customer retention? Disagree (2)	Neutral (3)40. Are you satisfied with your level of customer retention? Neutral (3)	Agree (4)40. Are you satisfied with your level of customer retention? Agree (4)	Strongly Agree (5)40. Are you satisfied with your level of customer retention? Strongly Agree (5)
41. Does your organization market your customer satisfaction results in your advertisements?	N/A (0)41. Does your organization market your customer satisfaction results in your advertisements? N/A (0)	Strongly Disagree (1)41. Does your organization market your customer satisfaction results in your advertisements? Strongly Disagree (1)	Disagree (2)41. Does your organization market your customer satisfaction results in your advertisements? Disagree (2)	Neutral (3)41. Does your organization market your customer satisfaction results in your advertisements? Neutral (3)	Agree (4)41. Does your organization market your customer satisfaction results in your advertisements? Agree (4)	Strongly Agree (5)41. Does your organization market your customer satisfaction results in your advertisements? Strongly Agree (5)

REVENUE GENERATION

	N/A (0)	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
42. Do your track your marketing activities to determine the effectiveness of each approach?	N/A (0)42. Do your track your marketing activities to determine the effectiveness of each approach? N/A (0)	Strongly Disagree (1)42. Do your track your marketing activities to determine the effectiveness of each approach? Strongly Disagree (1)	Disagree (2)42. Do your track your marketing activities to determine the effectiveness of each approach? Disagree (2)	Neutral (3)42. Do your track your marketing activities to determine the effectiveness of each approach? Neutral (3)	Agree (4)42. Do your track your marketing activities to determine the effectiveness of each approach? Agree (4)	Strongly Agree (5)42. Do your track your marketing activities to determine the effectiveness of each approach? Strongly Agree (5)
43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored?	N/A (0)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? N/A (0)	Strongly Disagree (1)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? Strongly Disagree (1)	Disagree (2)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? Disagree (2)	Neutral (3)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? Neutral (3)	Agree (4)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? Agree (4)	Strongly Agree (5)43. Do you have a marketing plan that includes allocated dollars that are tracked and monitored? Strongly Agree (5)
44. Does Operations have direct input to your marketing plans?	N/A (0)44. Does Operations have direct input to your marketing plans? N/A (0)	Strongly Disagree (1)44. Does Operations have direct input to your marketing plans? Strongly Disagree (1)	Disagree (2)44. Does Operations have direct input to your marketing plans? Disagree (2)	Neutral (3)44. Does Operations have direct input to your marketing plans? Neutral (3)	Agree (4)44. Does Operations have direct input to your marketing plans? Agree (4)	Strongly Agree (5)44. Does Operations have direct input to your marketing plans? Strongly Agree (5)
45. Does Operations have a challenge process to planned marketing plans?	N/A (0)45. Does Operations have a challenge process to planned marketing plans? N/A (0)	Strongly Disagree (1)45. Does Operations have a challenge process to planned marketing plans? Strongly Disagree (1)	Disagree (2)45. Does Operations have a challenge process to planned marketing plans? Disagree (2)	Neutral (3)45. Does Operations have a challenge process to planned marketing plans? Neutral (3)	Agree (4)45. Does Operations have a challenge process to planned marketing plans? Agree (4)	Strongly Agree (5)45. Does Operations have a challenge process to planned marketing plans? Strongly Agree (5)
46. Does Finance have a process to challenge marketing plans?	N/A (0)46. Does Finance have a process to challenge marketing plans? N/A (0)	Strongly Disagree (1)46. Does Finance have a process to challenge marketing plans? Strongly Disagree (1)	Disagree (2)46. Does Finance have a process to challenge marketing plans? Disagree (2)	Neutral (3)46. Does Finance have a process to challenge marketing plans? Neutral (3)	Agree (4)46. Does Finance have a process to challenge marketing plans? Agree (4)	Strongly Agree (5)46. Does Finance have a process to challenge marketing plans? Strongly Agree (5)
47. Are marketing plans based on growth goals and objectives?	N/A (0)47. Are marketing plans based on growth goals and objectives? N/A (0)	Strongly Disagree (1)47. Are marketing plans based on growth goals and objectives? Strongly Disagree (1)	Disagree (2)47. Are marketing plans based on growth goals and objectives? Disagree (2)	Neutral (3)47. Are marketing plans based on growth goals and objectives? Neutral (3)	Agree (4)47. Are marketing plans based on growth goals and objectives? Agree (4)	Strongly Agree (5)47. Are marketing plans based on growth goals and objectives? Strongly Agree (5)
48. Are marketing plans based on profitability?	N/A (0)48. Are marketing plans based on profitability? N/A (0)	Strongly Disagree (1)48. Are marketing plans based on profitability? Strongly Disagree (1)	Disagree (2)48. Are marketing plans based on profitability? Disagree (2)	Neutral (3)48. Are marketing plans based on profitability? Neutral (3)	Agree (4)48. Are marketing plans based on profitability? Agree (4)	Strongly Agree (5)48. Are marketing plans based on profitability? Strongly Agree (5)
49. Are marketing plans based on product mix?	N/A (0)49. Are marketing plans based on product mix? N/A (0)	Strongly Disagree (1)49. Are marketing plans based on product mix? Strongly Disagree (1)	Disagree (2)49. Are marketing plans based on product mix? Disagree (2)	Neutral (3)49. Are marketing plans based on product mix? Neutral (3)	Agree (4)49. Are marketing plans based on product mix? Agree (4)	Strongly Agree (5)49. Are marketing plans based on product mix? Strongly Agree (5)
50. Are “Devil’s Advocate” teams established to challenge marketing plans?	N/A (0)50. Are “Devil’s Advocate” teams established to challenge marketing plans? N/A (0)	Strongly Disagree (1)50. Are “Devil’s Advocate” teams established to challenge marketing plans? Strongly Disagree (1)	Disagree (2)50. Are “Devil’s Advocate” teams established to challenge marketing plans? Disagree (2)	Neutral (3)50. Are “Devil’s Advocate” teams established to challenge marketing plans? Neutral (3)	Agree (4)50. Are “Devil’s Advocate” teams established to challenge marketing plans? Agree (4)	Strongly Agree (5)50. Are “Devil’s Advocate” teams established to challenge marketing plans? Strongly Agree (5)
51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics?	N/A (0)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? N/A (0)	Strongly Disagree (1)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? Strongly Disagree (1)	Disagree (2)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? Disagree (2)	Neutral (3)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? Neutral (3)	Agree (4)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? Agree (4)	Strongly Agree (5)51. Are post-mortem reviews conducted to evaluate the results of your marketing tactics? Strongly Agree (5)
52. Do social media tactics make up the principal amount of your marketing budget?	N/A (0)52. Do social media tactics make up the principal amount of your marketing budget? N/A (0)	Strongly Disagree (1)52. Do social media tactics make up the principal amount of your marketing budget? Strongly Disagree (1)	Disagree (2)52. Do social media tactics make up the principal amount of your marketing budget? Disagree (2)	Neutral (3)52. Do social media tactics make up the principal amount of your marketing budget? Neutral (3)	Agree (4)52. Do social media tactics make up the principal amount of your marketing budget? Agree (4)	Strongly Agree (5)52. Do social media tactics make up the principal amount of your marketing budget? Strongly Agree (5)
53. Do you use advertising/PR companies to augment your marketing plans?	N/A (0)53. Do you use advertising/PR companies to augment your marketing plans? N/A (0)	Strongly Disagree (1)53. Do you use advertising/PR companies to augment your marketing plans? Strongly Disagree (1)	Disagree (2)53. Do you use advertising/PR companies to augment your marketing plans? Disagree (2)	Neutral (3)53. Do you use advertising/PR companies to augment your marketing plans? Neutral (3)	Agree (4)53. Do you use advertising/PR companies to augment your marketing plans? Agree (4)	Strongly Agree (5)53. Do you use advertising/PR companies to augment your marketing plans? Strongly Agree (5)
54. Do you evaluate your advertising or PR companies based on a post-buy analysis?	N/A (0)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? N/A (0)	Strongly Disagree (1)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? Strongly Disagree (1)	Disagree (2)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? Disagree (2)	Neutral (3)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? Neutral (3)	Agree (4)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? Agree (4)	Strongly Agree (5)54. Do you evaluate your advertising or PR companies based on a post-buy analysis? Strongly Agree (5)
55. Are advertising/PR companies challenged on their profit goals on work completed for your organization?	N/A (0)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? N/A (0)	Strongly Disagree (1)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? Strongly Disagree (1)	Disagree (2)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? Disagree (2)	Neutral (3)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? Neutral (3)	Agree (4)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? Agree (4)	Strongly Agree (5)55. Are advertising/PR companies challenged on their profit goals on work completed for your organization? Strongly Agree (5)
56. Is your marketing department challenged to meet Year over Year (YoY) goals each year?	N/A (0)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? N/A (0)	Strongly Disagree (1)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? Strongly Disagree (1)	Disagree (2)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? Disagree (2)	Neutral (3)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? Neutral (3)	Agree (4)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? Agree (4)	Strongly Agree (5)56. Is your marketing department challenged to meet Year over Year (YoY) goals each year? Strongly Agree (5)
57. Is marketing innovation a reasonable target for the marketing department?	N/A (0)57. Is marketing innovation a reasonable target for the marketing department? N/A (0)	Strongly Disagree (1)57. Is marketing innovation a reasonable target for the marketing department? Strongly Disagree (1)	Disagree (2)57. Is marketing innovation a reasonable target for the marketing department? Disagree (2)	Neutral (3)57. Is marketing innovation a reasonable target for the marketing department? Neutral (3)	Agree (4)57. Is marketing innovation a reasonable target for the marketing department? Agree (4)	Strongly Agree (5)57. Is marketing innovation a reasonable target for the marketing department? Strongly Agree (5)
58. Can you list a recent marketing innovation implemented via marketing?	N/A (0)58. Can you list a recent marketing innovation implemented via marketing? N/A (0)	Strongly Disagree (1)58. Can you list a recent marketing innovation implemented via marketing? Strongly Disagree (1)	Disagree (2)58. Can you list a recent marketing innovation implemented via marketing? Disagree (2)	Neutral (3)58. Can you list a recent marketing innovation implemented via marketing? Neutral (3)	Agree (4)58. Can you list a recent marketing innovation implemented via marketing? Agree (4)	Strongly Agree (5)58. Can you list a recent marketing innovation implemented via marketing? Strongly Agree (5)
59. Do you track Return on Marketing Investment (ROMI) as a KPI?	N/A (0)59. Do you track Return on Marketing Investment (ROMI) as a KPI? N/A (0)	Strongly Disagree (1)59. Do you track Return on Marketing Investment (ROMI) as a KPI? Strongly Disagree (1)	Disagree (2)59. Do you track Return on Marketing Investment (ROMI) as a KPI? Disagree (2)	Neutral (3)59. Do you track Return on Marketing Investment (ROMI) as a KPI? Neutral (3)	Agree (4)59. Do you track Return on Marketing Investment (ROMI) as a KPI? Agree (4)	Strongly Agree (5)59. Do you track Return on Marketing Investment (ROMI) as a KPI? Strongly Agree (5)
60. Is Results to Plan a criterion for the marketing executive’s bonus?	N/A (0)60. Is Results to Plan a criterion for the marketing executive’s bonus? N/A (0)	Strongly Disagree (1)60. Is Results to Plan a criterion for the marketing executive’s bonus? Strongly Disagree (1)	Disagree (2)60. Is Results to Plan a criterion for the marketing executive’s bonus? Disagree (2)	Neutral (3)60. Is Results to Plan a criterion for the marketing executive’s bonus? Neutral (3)	Agree (4)60. Is Results to Plan a criterion for the marketing executive’s bonus? Agree (4)	Strongly Agree (5)60. Is Results to Plan a criterion for the marketing executive’s bonus? Strongly Agree (5)
61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint?	N/A (0)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? N/A (0)	Strongly Disagree (1)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? Strongly Disagree (1)	Disagree (2)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? Disagree (2)	Neutral (3)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? Neutral (3)	Agree (4)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? Agree (4)	Strongly Agree (5)61. Is your website properly placed from a Search Engine Optimization (SEO) standpoint? Strongly Agree (5)
62. Do you have an allocated PR budget?	N/A (0)62. Do you have an allocated PR budget? N/A (0)	Strongly Disagree (1)62. Do you have an allocated PR budget? Strongly Disagree (1)	Disagree (2)62. Do you have an allocated PR budget? Disagree (2)	Neutral (3)62. Do you have an allocated PR budget? Neutral (3)	Agree (4)62. Do you have an allocated PR budget? Agree (4)	Strongly Agree (5)62. Do you have an allocated PR budget? Strongly Agree (5)
63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment?	N/A (0)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? N/A (0)	Strongly Disagree (1)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? Strongly Disagree (1)	Disagree (2)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? Disagree (2)	Neutral (3)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? Neutral (3)	Agree (4)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? Agree (4)	Strongly Agree (5)63. Do your marketing plans represent the diversity approach needed to be successful in today’s business environment? Strongly Agree (5)
64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase?	N/A (0)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? N/A (0)	Strongly Disagree (1)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? Strongly Disagree (1)	Disagree (2)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? Disagree (2)	Neutral (3)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? Neutral (3)	Agree (4)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? Agree (4)	Strongly Agree (5)64. Does Marketing allocate marketing budgets based on a 5% or more revenue increase? Strongly Agree (5)

EARNINGS BEFORE INTEREST TAX DEPRECIATION AMORTIZATION (EBITDA)/PROFITABILITY

	N/A (0)	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
65. Does your organization use profit building teams represented by a cross-section of employees from various departments?	N/A (0)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? N/A (0)	Strongly Disagree (1)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? Strongly Disagree (1)	Disagree (2)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? Disagree (2)	Neutral (3)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? Neutral (3)	Agree (4)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? Agree (4)	Strongly Agree (5)65. Does your organization use profit building teams represented by a cross-section of employees from various departments? Strongly Agree (5)
66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming?	N/A (0)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? N/A (0)	Strongly Disagree (1)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? Strongly Disagree (1)	Disagree (2)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? Disagree (2)	Neutral (3)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? Neutral (3)	Agree (4)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? Agree (4)	Strongly Agree (5)66. Is your organization familiar with Questions Brainstorming (QB) as a problem-solving tool to be used in the place of traditional brainstorming? Strongly Agree (5)
67. Does management take part in financial reviews monthly and devise action plans for results improvement?	N/A (0)67. Does management take part in financial reviews monthly and devise action plans for results improvement? N/A (0)	Strongly Disagree (1)67. Does management take part in financial reviews monthly and devise action plans for results improvement? Strongly Disagree (1)	Disagree (2)67. Does management take part in financial reviews monthly and devise action plans for results improvement? Disagree (2)	Neutral (3)67. Does management take part in financial reviews monthly and devise action plans for results improvement? Neutral (3)	Agree (4)67. Does management take part in financial reviews monthly and devise action plans for results improvement? Agree (4)	Strongly Agree (5)67. Does management take part in financial reviews monthly and devise action plans for results improvement? Strongly Agree (5)
68. Do Marketing and HR participate in monthly financial review meetings?	N/A (0)68. Do Marketing and HR participate in monthly financial review meetings? N/A (0)	Strongly Disagree (1)68. Do Marketing and HR participate in monthly financial review meetings? Strongly Disagree (1)	Disagree (2)68. Do Marketing and HR participate in monthly financial review meetings? Disagree (2)	Neutral (3)68. Do Marketing and HR participate in monthly financial review meetings? Neutral (3)	Agree (4)68. Do Marketing and HR participate in monthly financial review meetings? Agree (4)	Strongly Agree (5)68. Do Marketing and HR participate in monthly financial review meetings? Strongly Agree (5)
69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on?	N/A (0)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? N/A (0)	Strongly Disagree (1)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? Strongly Disagree (1)	Disagree (2)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? Disagree (2)	Neutral (3)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? Neutral (3)	Agree (4)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? Agree (4)	Strongly Agree (5)69. Are Labor Management Systems (LMS) in place and tracked, monitored and followed-up on? Strongly Agree (5)
70. Is overhead tracked and monitored?	N/A (0)70. Is overhead tracked and monitored? N/A (0)	Strongly Disagree (1)70. Is overhead tracked and monitored? Strongly Disagree (1)	Disagree (2)70. Is overhead tracked and monitored? Disagree (2)	Neutral (3)70. Is overhead tracked and monitored? Neutral (3)	Agree (4)70. Is overhead tracked and monitored? Agree (4)	Strongly Agree (5)70. Is overhead tracked and monitored? Strongly Agree (5)
71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored?	N/A (0)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? N/A (0)	Strongly Disagree (1)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? Strongly Disagree (1)	Disagree (2)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? Disagree (2)	Neutral (3)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? Neutral (3)	Agree (4)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? Agree (4)	Strongly Agree (5)71. Are cost of goods sold percentage (COGS%) and cost of sales percentage (COS%) benchmarks in place and monitored? Strongly Agree (5)
72. Are cost of labor percentages (COL%) and COS% used as KPIs?	N/A (0)72. Are cost of labor percentages (COL%) and COS% used as KPIs? N/A (0)	Strongly Disagree (1)72. Are cost of labor percentages (COL%) and COS% used as KPIs? Strongly Disagree (1)	Disagree (2)72. Are cost of labor percentages (COL%) and COS% used as KPIs? Disagree (2)	Neutral (3)72. Are cost of labor percentages (COL%) and COS% used as KPIs? Neutral (3)	Agree (4)72. Are cost of labor percentages (COL%) and COS% used as KPIs? Agree (4)	Strongly Agree (5)72. Are cost of labor percentages (COL%) and COS% used as KPIs? Strongly Agree (5)
73. Are product cost analyses conducted on a regular basis?	N/A (0)73. Are product cost analyses conducted on a regular basis? N/A (0)	Strongly Disagree (1)73. Are product cost analyses conducted on a regular basis? Strongly Disagree (1)	Disagree (2)73. Are product cost analyses conducted on a regular basis? Disagree (2)	Neutral (3)73. Are product cost analyses conducted on a regular basis? Neutral (3)	Agree (4)73. Are product cost analyses conducted on a regular basis? Agree (4)	Strongly Agree (5)73. Are product cost analyses conducted on a regular basis? Strongly Agree (5)
74. Are vendors evaluated for cost comparison on a regular basis?	N/A (0)74. Are vendors evaluated for cost comparison on a regular basis? N/A (0)	Strongly Disagree (1)74. Are vendors evaluated for cost comparison on a regular basis? Strongly Disagree (1)	Disagree (2)74. Are vendors evaluated for cost comparison on a regular basis? Disagree (2)	Neutral (3)74. Are vendors evaluated for cost comparison on a regular basis? Neutral (3)	Agree (4)74. Are vendors evaluated for cost comparison on a regular basis? Agree (4)	Strongly Agree (5)74. Are vendors evaluated for cost comparison on a regular basis? Strongly Agree (5)
75. Are annual budgets developed and executed against?	N/A (0)75. Are annual budgets developed and executed against? N/A (0)	Strongly Disagree (1)75. Are annual budgets developed and executed against? Strongly Disagree (1)	Disagree (2)75. Are annual budgets developed and executed against? Disagree (2)	Neutral (3)75. Are annual budgets developed and executed against? Neutral (3)	Agree (4)75. Are annual budgets developed and executed against? Agree (4)	Strongly Agree (5)75. Are annual budgets developed and executed against? Strongly Agree (5)
76. Are management performance reviews based on actual vs budget results?	N/A (0)76. Are management performance reviews based on actual vs budget results? N/A (0)	Strongly Disagree (1)76. Are management performance reviews based on actual vs budget results? Strongly Disagree (1)	Disagree (2)76. Are management performance reviews based on actual vs budget results? Disagree (2)	Neutral (3)76. Are management performance reviews based on actual vs budget results? Neutral (3)	Agree (4)76. Are management performance reviews based on actual vs budget results? Agree (4)	Strongly Agree (5)76. Are management performance reviews based on actual vs budget results? Strongly Agree (5)
77. Does each manager have a chance to stand and deliver financial results monthly?	N/A (0)77. Does each manager have a chance to stand and deliver financial results monthly? N/A (0)	Strongly Disagree (1)77. Does each manager have a chance to stand and deliver financial results monthly? Strongly Disagree (1)	Disagree (2)77. Does each manager have a chance to stand and deliver financial results monthly? Disagree (2)	Neutral (3)77. Does each manager have a chance to stand and deliver financial results monthly? Neutral (3)	Agree (4)77. Does each manager have a chance to stand and deliver financial results monthly? Agree (4)	Strongly Agree (5)77. Does each manager have a chance to stand and deliver financial results monthly? Strongly Agree (5)
78. Are new stores evaluated against planned results and executives held accountable?	N/A (0)78. Are new stores evaluated against planned results and executives held accountable? N/A (0)	Strongly Disagree (1)78. Are new stores evaluated against planned results and executives held accountable? Strongly Disagree (1)	Disagree (2)78. Are new stores evaluated against planned results and executives held accountable? Disagree (2)	Neutral (3)78. Are new stores evaluated against planned results and executives held accountable? Neutral (3)	Agree (4)78. Are new stores evaluated against planned results and executives held accountable? Agree (4)	Strongly Agree (5)78. Are new stores evaluated against planned results and executives held accountable? Strongly Agree (5)
79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks?	N/A (0)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? N/A (0)	Strongly Disagree (1)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? Strongly Disagree (1)	Disagree (2)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? Disagree (2)	Neutral (3)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? Neutral (3)	Agree (4)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? Agree (4)	Strongly Agree (5)79. Are specific criteria used to project revenue targets on new stores based on “comparable and incremental” benchmarks? Strongly Agree (5)
80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact?	N/A (0)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? N/A (0)	Strongly Disagree (1)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? Strongly Disagree (1)	Disagree (2)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? Disagree (2)	Neutral (3)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? Neutral (3)	Agree (4)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? Agree (4)	Strongly Agree (5)80. Is management presented with bonus awards based on new store, new location, or new building actual results after the fact? Strongly Agree (5)
81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings?	N/A (0)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? N/A (0)	Strongly Disagree (1)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? Strongly Disagree (1)	Disagree (2)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? Disagree (2)	Neutral (3)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? Neutral (3)	Agree (4)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? Agree (4)	Strongly Agree (5)81. Is each line item on a Profit and Loss (P&L) statement reviewed and evaluated monthly to look for potential cost savings? Strongly Agree (5)
82. Does each manager understand how to achieve the target level of profitability?	N/A (0)82. Does each manager understand how to achieve the target level of profitability? N/A (0)	Strongly Disagree (1)82. Does each manager understand how to achieve the target level of profitability? Strongly Disagree (1)	Disagree (2)82. Does each manager understand how to achieve the target level of profitability? Disagree (2)	Neutral (3)82. Does each manager understand how to achieve the target level of profitability? Neutral (3)	Agree (4)82. Does each manager understand how to achieve the target level of profitability? Agree (4)	Strongly Agree (5)82. Does each manager understand how to achieve the target level of profitability? Strongly Agree (5)
83. Are employee benefits evaluated on a regular basis?	N/A (0)83. Are employee benefits evaluated on a regular basis? N/A (0)	Strongly Disagree (1)83. Are employee benefits evaluated on a regular basis? Strongly Disagree (1)	Disagree (2)83. Are employee benefits evaluated on a regular basis? Disagree (2)	Neutral (3)83. Are employee benefits evaluated on a regular basis? Neutral (3)	Agree (4)83. Are employee benefits evaluated on a regular basis? Agree (4)	Strongly Agree (5)83. Are employee benefits evaluated on a regular basis? Strongly Agree (5)
84. Are strategic cost reduction exercises conducted annually?	N/A (0)84. Are strategic cost reduction exercises conducted annually? N/A (0)	Strongly Disagree (1)84. Are strategic cost reduction exercises conducted annually? Strongly Disagree (1)	Disagree (2)84. Are strategic cost reduction exercises conducted annually? Disagree (2)	Neutral (3)84. Are strategic cost reduction exercises conducted annually? Neutral (3)	Agree (4)84. Are strategic cost reduction exercises conducted annually? Agree (4)	Strongly Agree (5)84. Are strategic cost reduction exercises conducted annually? Strongly Agree (5)
85. Are your prices reviewed on a regular basis to determine appropriateness?	N/A (0)85. Are your prices reviewed on a regular basis to determine appropriateness? N/A (0)	Strongly Disagree (1)85. Are your prices reviewed on a regular basis to determine appropriateness? Strongly Disagree (1)	Disagree (2)85. Are your prices reviewed on a regular basis to determine appropriateness? Disagree (2)	Neutral (3)85. Are your prices reviewed on a regular basis to determine appropriateness? Neutral (3)	Agree (4)85. Are your prices reviewed on a regular basis to determine appropriateness? Agree (4)	Strongly Agree (5)85. Are your prices reviewed on a regular basis to determine appropriateness? Strongly Agree (5)
86. Is there team involvement when making price increase recommendations?	N/A (0)86. Is there team involvement when making price increase recommendations? N/A (0)	Strongly Disagree (1)86. Is there team involvement when making price increase recommendations? Strongly Disagree (1)	Disagree (2)86. Is there team involvement when making price increase recommendations? Disagree (2)	Neutral (3)86. Is there team involvement when making price increase recommendations? Neutral (3)	Agree (4)86. Is there team involvement when making price increase recommendations? Agree (4)	Strongly Agree (5)86. Is there team involvement when making price increase recommendations? Strongly Agree (5)
87. Are management bonuses based on financial results?	N/A (0)87. Are management bonuses based on financial results? N/A (0)	Strongly Disagree (1)87. Are management bonuses based on financial results? Strongly Disagree (1)	Disagree (2)87. Are management bonuses based on financial results? Disagree (2)	Neutral (3)87. Are management bonuses based on financial results? Neutral (3)	Agree (4)87. Are management bonuses based on financial results? Agree (4)	Strongly Agree (5)87. Are management bonuses based on financial results? Strongly Agree (5)
88. Are financial audits conducted throughout the organization?	N/A (0)88. Are financial audits conducted throughout the organization? N/A (0)	Strongly Disagree (1)88. Are financial audits conducted throughout the organization? Strongly Disagree (1)	Disagree (2)88. Are financial audits conducted throughout the organization? Disagree (2)	Neutral (3)88. Are financial audits conducted throughout the organization? Neutral (3)	Agree (4)88. Are financial audits conducted throughout the organization? Agree (4)	Strongly Agree (5)88. Are financial audits conducted throughout the organization? Strongly Agree (5)
89. Would you describe your organization as a well-managed and financially controlled organization?	N/A (0)89. Would you describe your organization as a well-managed and financially controlled organization? N/A (0)	Strongly Disagree (1)89. Would you describe your organization as a well-managed and financially controlled organization? Strongly Disagree (1)	Disagree (2)89. Would you describe your organization as a well-managed and financially controlled organization? Disagree (2)	Neutral (3)89. Would you describe your organization as a well-managed and financially controlled organization? Neutral (3)	Agree (4)89. Would you describe your organization as a well-managed and financially controlled organization? Agree (4)	Strongly Agree (5)89. Would you describe your organization as a well-managed and financially controlled organization? Strongly Agree (5)
90. Do you know your most profitable product or service?	N/A (0)90. Do you know your most profitable product or service? N/A (0)	Strongly Disagree (1)90. Do you know your most profitable product or service? Strongly Disagree (1)	Disagree (2)90. Do you know your most profitable product or service? Disagree (2)	Neutral (3)90. Do you know your most profitable product or service? Neutral (3)	Agree (4)90. Do you know your most profitable product or service? Agree (4)	Strongly Agree (5)90. Do you know your most profitable product or service? Strongly Agree (5)

TECHNOLOGY

	N/A (0)	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
91. Does your organization have an IT manager/department?	N/A (0)91. Does your organization have an IT manager/department? N/A (0)	Strongly Disagree (1)91. Does your organization have an IT manager/department? Strongly Disagree (1)	Disagree (2)91. Does your organization have an IT manager/department? Disagree (2)	Neutral (3)91. Does your organization have an IT manager/department? Neutral (3)	Agree (4)91. Does your organization have an IT manager/department? Agree (4)	Strongly Agree (5)91. Does your organization have an IT manager/department? Strongly Agree (5)
92. Does your organization use Human Resources Information System (HRIS) software?	N/A (0)92. Does your organization use Human Resources Information System (HRIS) software? N/A (0)	Strongly Disagree (1)92. Does your organization use Human Resources Information System (HRIS) software? Strongly Disagree (1)	Disagree (2)92. Does your organization use Human Resources Information System (HRIS) software? Disagree (2)	Neutral (3)92. Does your organization use Human Resources Information System (HRIS) software? Neutral (3)	Agree (4)92. Does your organization use Human Resources Information System (HRIS) software? Agree (4)	Strongly Agree (5)92. Does your organization use Human Resources Information System (HRIS) software? Strongly Agree (5)
93. Are point of sales (POS) devices and reports actively used by management?	N/A (0)93. Are point of sales (POS) devices and reports actively used by management? N/A (0)	Strongly Disagree (1)93. Are point of sales (POS) devices and reports actively used by management? Strongly Disagree (1)	Disagree (2)93. Are point of sales (POS) devices and reports actively used by management? Disagree (2)	Neutral (3)93. Are point of sales (POS) devices and reports actively used by management? Neutral (3)	Agree (4)93. Are point of sales (POS) devices and reports actively used by management? Agree (4)	Strongly Agree (5)93. Are point of sales (POS) devices and reports actively used by management? Strongly Agree (5)
94. Are IT systems regularly reviewed for opportunities to improve existing technology?	N/A (0)94. Are IT systems regularly reviewed for opportunities to improve existing technology? N/A (0)	Strongly Disagree (1)94. Are IT systems regularly reviewed for opportunities to improve existing technology? Strongly Disagree (1)	Disagree (2)94. Are IT systems regularly reviewed for opportunities to improve existing technology? Disagree (2)	Neutral (3)94. Are IT systems regularly reviewed for opportunities to improve existing technology? Neutral (3)	Agree (4)94. Are IT systems regularly reviewed for opportunities to improve existing technology? Agree (4)	Strongly Agree (5)94. Are IT systems regularly reviewed for opportunities to improve existing technology? Strongly Agree (5)
95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats?	N/A (0)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? N/A (0)	Strongly Disagree (1)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? Strongly Disagree (1)	Disagree (2)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? Disagree (2)	Neutral (3)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? Neutral (3)	Agree (4)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? Agree (4)	Strongly Agree (5)95. Are company computers regularly reviewed and monitored to protect data from unauthorized access and bar other internal and external security threats? Strongly Agree (5)
96. Are proper disaster recovery procedures in place?	N/A (0)96. Are proper disaster recovery procedures in place? N/A (0)	Strongly Disagree (1)96. Are proper disaster recovery procedures in place? Strongly Disagree (1)	Disagree (2)96. Are proper disaster recovery procedures in place? Disagree (2)	Neutral (3)96. Are proper disaster recovery procedures in place? Neutral (3)	Agree (4)96. Are proper disaster recovery procedures in place? Agree (4)	Strongly Agree (5)96. Are proper disaster recovery procedures in place? Strongly Agree (5)
97. Is effective computer training regarding email, password protection and risk management skills in place?	N/A (0)97. Is effective computer training regarding email, password protection and risk management skills in place? N/A (0)	Strongly Disagree (1)97. Is effective computer training regarding email, password protection and risk management skills in place? Strongly Disagree (1)	Disagree (2)97. Is effective computer training regarding email, password protection and risk management skills in place? Disagree (2)	Neutral (3)97. Is effective computer training regarding email, password protection and risk management skills in place? Neutral (3)	Agree (4)97. Is effective computer training regarding email, password protection and risk management skills in place? Agree (4)	Strongly Agree (5)97. Is effective computer training regarding email, password protection and risk management skills in place? Strongly Agree (5)
98. Does your organization maintain its own website?	N/A (0)98. Does your organization maintain its own website? N/A (0)	Strongly Disagree (1)98. Does your organization maintain its own website? Strongly Disagree (1)	Disagree (2)98. Does your organization maintain its own website? Disagree (2)	Neutral (3)98. Does your organization maintain its own website? Neutral (3)	Agree (4)98. Does your organization maintain its own website? Agree (4)	Strongly Agree (5)98. Does your organization maintain its own website? Strongly Agree (5)
99. Does your organization maintain its own social media pages?	N/A (0)99. Does your organization maintain its own social media pages? N/A (0)	Strongly Disagree (1)99. Does your organization maintain its own social media pages? Strongly Disagree (1)	Disagree (2)99. Does your organization maintain its own social media pages? Disagree (2)	Neutral (3)99. Does your organization maintain its own social media pages? Neutral (3)	Agree (4)99. Does your organization maintain its own social media pages? Agree (4)	Strongly Agree (5)99. Does your organization maintain its own social media pages? Strongly Agree (5)
100. Does your organization have a policy regarding the use of company computers?	N/A (0)100. Does your organization have a policy regarding the use of company computers? N/A (0)	Strongly Disagree (1)100. Does your organization have a policy regarding the use of company computers? Strongly Disagree (1)	Disagree (2)100. Does your organization have a policy regarding the use of company computers? Disagree (2)	Neutral (3)100. Does your organization have a policy regarding the use of company computers? Neutral (3)	Agree (4)100. Does your organization have a policy regarding the use of company computers? Agree (4)	Strongly Agree (5)100. Does your organization have a policy regarding the use of company computers? Strongly Agree (5)