Cresencia Marjorie Chiremba
In our hustle of daily operations, many businesses assume their service culture is “fine.” After all, customers aren’t complaining (much), and the team seems busy. But service culture isn’t just about avoiding disaster—it’s about creating delight.
To truly understand your service culture, you need to audit it. Not with a clipboard and a checklist, but with curiosity, honesty, and heart.
What Is a Service Culture Audit?
A service culture audit is a deep dive into the soul of your business.
It asks: What do we believe about service? How do we behave when no one’s watching? What do our customers feel, and what do our employees say when they’re off the clock?
It’s not just about metrics—it’s about meaning.
Why Most Audits Miss the Mark
Traditional audits focus on surface-level indicators: response times, complaint volumes, satisfaction scores.
These are useful, but they don’t tell the full story.
A business might have fast service but a toxic culture. Or glowing reviews but exhausted staff. Kana tichitarisa pamusoro chete, tinokanganwa zviri pasi. We miss the roots while admiring the leaves.
What to Measure Instead
Here’s what a meaningful service culture audit should explore:
– Employee Sentiment: Do staff feel proud of their work? Do they believe in the mission? Ask anonymously and listen deeply.
– Behavioral Observations: Watch how teams interact—do they collaborate or compete? Do they greet each other with warmth or indifference?
– Customer Emotion: Go beyond satisfaction. Are customers surprised, delighted, moved? Do they return because they feel seen?
– Cultural Rituals: What stories are told in the break room? What gets celebrated? What’s considered “normal”?
These elements reveal the true health of your service culture.
How to Conduct the Audit
1. Start with Listening. Host open forums, send anonymous surveys, and invite honest feedback. Ask, “Chii chingavandudzwe?”
2. Observe Without Judgment. Spend time in different departments. Watch interactions. Note tone, body language, and energy.
3. Review Internal Communication. Emails, memos, WhatsApp groups—what language is used? Is it respectful, clear, empowering?
4. Map the Customer Journey. Walk in their shoes. Where do frustrations arise? Where do moments of joy happen?
5. Reflect and Act. Share findings transparently. Celebrate strengths. Address gaps. Create a plan with timelines and accountability.
The Ripple Effect
When you audit service culture with care, you don’t just improve performance—you build trust.
Staff feel heard. Customers feel valued. The business becomes more resilient, more human.
As one manager in Harare put it, “Kana vanhu vangu vachinzwa kuti ndinovateerera, vanoshanda nemoyo wese.” When people feel listened to, they give their best.
Final Thought
Service culture isn’t a slogan—it’s a living system. It needs tending, pruning, and watering.
A good audit is the gardener’s hand, checking the soil, feeling the leaves, and asking, “Are we growing in the right direction?”
Because in the end, great service isn’t built in the boardroom—it’s built in the hearts of your people.
*Cresencia Marjorie Chiremba is a Marketing, Sales & Customer Service Consultant. For Suggestions and Training you can contact her on: info@customersuccess.co.zw; +263 712 979 461 / 0719 978 335 / 0772 978 335