Behaviorally Anchored Rating Scales (BARS)

~ Penn
~ Human Resources

Customer Focus BARS by Level

Customer Focus
Building strong customer relationships and delivering customer -centric solutions.

Behavior Needs Improvement Meets Expectations Exceeds Expectations

Entry/Support
1. Seeks to understand the Overlooks the reasons for Works to gain a sound Probes beyond the obvious in
reasons for customers’ customers’ choices; makes understanding of what guides order to learn the many factors
choices. assumptions about their customers’ choices. guiding customers’ choices.
decision-making process.

2. Asks questions to Asks few questions to Shows inquisitiveness about Probes deeply into customer
accurately identify determine customer needs, or customer needs. needs to identify less obvious
customer needs. poses questions that are off- interests or expectations.
base and provide little insight.

3. Prioritizes work based on Places no particular priority on Responds promptly to Gives customer requests
customer requests. customer requests; may treat customer requests; secures the immediate attention; connects
customer issues with support of others to resolve the with others to ensure the best
insufficient urgency. issues. possible outcomes for
customers.

4. Meets customer Does work that falls shy of Learns customer requirements Consistently goes above and
requirements. customer requirements, and delivers effectively. beyond to understand
resulting in unsatisfactory customer requirements and
service. surpass their expectations.

Individual Contributor
1. Searches for ways to Takes few steps to improve Investigates and applies some Regularly assesses customer
improve customer service. customer service; may rely too ways to improve customer service levels and identifies
much on existing systems and service. creative, viable ways to drive
approaches. substantial improvement.

2. Follows up with customers Misses opportunities to follow Keeps in contact with Maintains open channels of
to ensure problems are up to ensure that customer customers and asks if problems communication with
solved. problems are solved. have been resolved. customers; ensures that
problems have been resolved
to customers’ full satisfaction.

3. Independently anticipates Overlooks emerging customer Looks to the future and Forecasts even subtle changes
and meets customer needs and struggles to determines some emerging in customer priorities and
needs. accommodate their new customer needs; determines expectations; makes regular
priorities or expectations. appropriate responses. efforts to adjust approach to
ensure needs are always met.

4. Internalizes customer Gives customer feedback little Studies customer feedback and Digs deeply into customer
feedback and provides consideration and provides few uses it to determine some feedback and drives the
innovative ideas to meet ideas to meet future needs. creative new ideas. innovations that can enable the
their future needs. organization to better meet
their future needs.

1
Behaviorally Anchored Rating Scales (BARS)

~ Penn
~ Human Resources
Behavior Needs Improvement Meets Expectations Exceeds Expectations
Supervisor/Manager
1. Addresses gaps in the Takes few or ineffective steps Diagnoses gaps in the Stays attuned to emerging
workgroup’s ability to to resolve gaps in the workgroup’s ability to meet customer needs and ensures
meet emerging customer workgroup’s ability to meet emerging customer needs and that gaps in workgroup’s
needs. emerging customer needs. takes action to remedy these abilities are addressed before
issues. they become a problem.

2. Gathers customer Makes limited efforts to obtain Solicits customer feedback and Probes into customer feedback
satisfaction input on customer feedback or data; data; conveys a clear and data; uses this input to
behalf of the team. may remain unaware of understanding of the level of drive continuous improvement.
customers’ views. service the team is providing.

3. Holds others accountable Misses opportunities to create Delivers clear messages about Creates an environment in
for meeting customer a feeling of accountability providing a strong level of which team members feel a
needs. toward the customer; may service to customers; takes strong sense of ownership and
ignore complaints or handle action when team members do accountability toward creating
too many customer issues on not meet standards. the best possible customer
his/her own. experience.

4. Aligns business processes Creates or preserves business Takes steps to align the Skillfully aligns and integrates
to work with those of processes that do not align with business processes with those organizational processes with
customers. those of customers. of customers. those of customers, leading to
substantial improvements in
service.

Director/Executive
1. Creates a sense of urgency Places limited emphasis on the Speaks clearly about the Champions the needs of
throughout the importance of providing importance of the customer; customers; energizes people to
organization on the excellent service; misses fosters a sense of urgency provide outstanding service.
importance of meeting opportunities to build toward customer needs.
customer needs. excitement or urgency toward
meeting customer needs.

2. Ensures that Provides limited or insufficient Secures appropriate Consistently ensures that
organizational resources organizational resources and organizational resources and resources are in place to deliver
and support are focused support to meet current or support to meet current on both current and emerging
on meeting customer emerging customer needs. customer needs. customer needs.
needs.

3. Establishes organizational Remains overly removed from Creates and maintains effective Builds and cultivates deep
alliances or partnerships key customers; seldom partnerships with customers; partnerships or alliances with
with key customers. interacts with them regularly identifies some ways to build many customers; creates new
and shows limited awareness and strengthen these relationships, even while
of their needs. relationships. strengthening existing ones.

4. Fosters a customer- Misses opportunities to create Supports efforts to build Fosters an environment where
focused environment. a customer-focused customer satisfaction, loyalty, people are committed to
environment; does not make and commitment. maximizing customer
customer satisfaction a high satisfaction, loyalty, and
priority. commitment.