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17-39 You are probably spending more time dealing with the fallout from customer complaints than being innovative with your service or systems. Consider making fundamental changes in the way that you do business, if your organisation is to survive in the long term.
40-62 Not bad. You are clearly doing some things right, but there is room for improvement. Re-examine the five customer service areas – you may need to make small changes in each area or tackle one aspect of your team's work in depth.
63-85 Well done! Your team goes the extra mile for customer satisfaction. You have a strong rapport with your customers, and you often foresee problems before they arise. You likely provide a service that your customers cherish, and that your competitors envy.