CUSTOMER SERVICE STANDARD REVIEW
A complete, unbiased assessment of how your team serves, communicates, and supports the people who trust your organization..
A Private, Supportive Customer Service Review. Requested by You!
This is NOT a “gotcha” review and we never show up without your permission.
You invite us in and we visit as everyday customers to evaluate your service with empathy, discretion, and professionalism.
Our goal is simple:
✔ Give you honest insight
✔ Help you grow
✔ Support your team
✔ Celebrate what you're doing right
✔ Identify opportunities for improvement
Everything is confidential until YOU choose otherwise.
Designed for retail stores, restaurants, salons, hospitality teams, and service-based businesses, this review highlights what you’re doing well, where gaps exist, and how you can elevate your service standards. You’ll receive practical insights, a clear score, and a pathway to improve plus a $500 credit toward any DK Brand Collective training program.
What We Evaluate During Your Customer Service Review
To understand how your business truly performs, we evaluate your customer experience from the moment contact begins whether that’s in person or over the phone. Our review is structured, professional, and designed to highlight strengths while identifying opportunities to improve service, communication, consistency, and the overall guest experience. For businesses that rely heavily on phone interactions, such as call centers, service providers, and appointment-based companies, we conduct detailed phone reviews to assess tone, clarity, professionalism, response time, and how well your team represents your brand. Every insight is based on what real customers see, hear, and feel giving you a clear and honest picture of how your team shows up at every touchpoint.
During Your Review, We Assess:
Greeting & First Impression — how quickly and warmly customers are acknowledged
Communication & Professionalism — tone, body language, helpfulness, clarity
Service Consistency — whether staff follow uniform standards across shifts
Environment & Cleanliness — presentation, atmosphere, and readiness of the space
Customer Engagement — friendliness, attentiveness, and willingness to help
Speed & Efficiency — wait times, workflow, and how staff handle busy moments
Checkout or Closing Interaction — professionalism, upselling, gratitude, final impression
Overall Customer Experience — the feeling and service quality customers walk away with
Phone Service & Call Experience — how your team answers the phone, tone and professionalism, greeting quality, clarity, accuracy, hold times, responsiveness, and the overall impression made during the first point of contact.
Each review includes written notes, scoring, and actionable recommendations your team can implement right away.
For High Performing Business Why Participate?
Not every business participates because they think they have a problem.
Many join because they want:
Recognition- Receive a positive blog feature on our website — highlighting your excellence.
Visibility- High-scoring businesses (4.6+) are invited to appear on our podcast.
Validation -See how your customer experience ranks and highlight it in your marketing.
Community Spotlight= We publicly celebrate businesses committed to service excellence.
A Competitive Advantage= Show customers why your business stands out in the retail or hospitality market.
A $500 Service Credit (Reward)- Every participating business receives a $500 credit toward any DK Brand Collective training — simply as a thank you for being part of the program.
This is NOT about pointing out flaws — it’s about giving you a chance to shine.
Our Customer Service Scorecard
Your business receives a detailed score across key areas that define a strong customer experience. Each category is rated from 1 to 5, giving you a clear understanding of where your team excels and where improvement will make the biggest impact. The scorecard combines in-person interactions, phone interactions (when applicable), communication quality, professionalism, environment, and overall customer perception.
Scorecard Categories (1–5 Rating Each)
Greeting & First Impression- How customers are welcomed, acknowledgment speed, tone, and initial experience.
Communication & Professionalism- Clarity, helpfulness, attitude, body language, accuracy, active listening.
Service Consistency- Whether staff follow the same standards across shifts and customer interactions.
Environment & Cleanliness- Orderliness, atmosphere, presentation, and readiness of the space.
Customer Engagement & Support- Friendliness, product/service knowledge, initiative, ability to solve problems.
Speed & Efficiency- Wait times, workflow, transition between tasks, and how staff handle peak times.
Checkout or Closing Interaction- Professionalism, gratitude, upselling or support, and final impression.
Phone Service & Call Experience (Only for businesses where phone interaction is primary)- Greeting quality, hold times, tone, accuracy, clarity, professionalism, and overall impression.
OVERALL RATING LEVELS
4.6 – 5.0: Gold Standard Service-Exceptional experience. Staff deliver consistently strong communication, professionalism, and service.
Receives: Gold Standard Digital Badge + Podcast Invitation (optional)
4.0 – 4.5: Strong Service Performer- Great service with small gaps. Guests have a positive experience overall.
Receives: Strong Performer Digital Badge
3.0 – 3.9: Needs Improvement-Inconsistencies are noticeable. Customers may be dissatisfied, and retention is at risk.
Receives: Written Recommendations + $500 Service Credit
Below 3.0: Critical Service Gaps- Multiple areas require immediate attention. Customer loss and revenue impact likely.
Receives: Priority Improvement Plan + $500 Service Credit
WHAT YOU RECEIVE AFTER THE REVIEW
Your Review Package Includes:
Full Customer Service Review Experience
Customer Service Scoring Sheet
Strengths & Improvement Opportunities
Communication & attitude insights
Environment / atmosphere review
Service Journey Notes
Optional: Staff performance training recommendations
A $500 credit toward any DK training package
Your business review posted to our website blog
(Positive, respectful, and helpful — never damaging.)
If you score 4.6 or higher, you receive:
An invitation to be featured on our podcast
— highlighting your business, your team, and what you’re doing right.This is a major visibility opportunity for small and growing businesses.
Ready to See Your Business Through Your Customers’ Eyes?
Your customers already know what it feels like to interact with your business now it’s time for you to know too. Whether you want to strengthen your service standards, improve team performance, protect your reputation, or understand where gaps may be costing you money, our Customer Service Standard Review gives you the insight you need to grow with confidence.