Instructions

1

First, what's your name?* This field is required.

First Name

Last Name

2

Please provide your email.* This field is required.You will receive your answers to this quiz at the end for your reference.

example@example.com

3

1. I regularly ask customers how they define a “great experience* This field is required.Why it matters: If you're defining excellence on your terms, you might be missing theirs entirely.

Yes

No

Not Sure

4

2. Every team member can explain our policies clearly—without sounding robotic or unsure.* This field is required.Why it matters: Unclear or inconsistent explanations of policies destroy trust quickly.

Yes

No

Not Sure

5

3. We have a practiced, consistent process for apologizing and recovering when mistakes happen.* This field is required.Why it matters: How you respond to failure tells customers more than how you succeed.

Yes

No

Working on it

6

4. We follow up after service completion to check in and ask for feedback.* This field is required.Why it matters: No follow-up = no feedback = no improvement.

Yes

No

Not consistently

7

5. We’re fully transparent about pricing, delays, and limitations—even when it feels risky.* This field is required.Why it matters: Customers can sense withholding—and it always erodes trust.

Yes

No

Depends on the situation

8

6. We’ve mapped the emotional journey of our customers—not just the steps.* This field is required.Why it matters: Trust is built on how people feel, not just what happens.

Yes

No

Never thought about that

Thought about it but didn't map it out

9

7. Our brand tone and messaging are consistent across channels (email, IG, website, in person).* This field is required.Why it matters: Inconsistency triggers doubt. Consistency signals credibility.

Yes

No

Not Sure

Don't have set brand tone/messaging

10

8. Customers know exactly how and who to contact when something goes wrong.* This field is required.Why it matters: Confusion in a moment of frustration breaks trust fast.

Yes

No

It depends

11

9. Our team is trained to say "no" deliver bad news without sounding cold, condescending or unsure.* This field is required.Why it matters: Saying "no" well is a trust-building skill, not a sales killer.

Yes

No

Not Everyone

12

10. If a customer complained publicly, our response would build trust with others watching.* This field is required.Why it matters: Your public response is either a repair or a reputation risk.

Yes

No

I don't know

13

Want help closing the trust gaps?

Follow @ElringtonExperience on IG for more trust-building strategies.

Website: www.ElringtonExperience.com

Email: info@elringtonexperience.com