26. 

You understand that the key to successful customer engagements is clear communication and your company works constantly at improving this skill. (5=highest)

27. 

Your brand makes clear, unambiguous promises about what it will deliver and what results the customer can expect. Your word is your bond—and you always keep it. (5=highest)

28. 

When you make requests of customers the instructions are clear so that they know how to realize the best value from your product or service. They value your brand as a partner in their success. (5=highest)

29. 

You stay motivated and true to your brand’s vision and mission and resist changes that can confuse customers and erode your brand’s equity. (5=highest)

30. 

You don’t just offer a good product. You do everything in your power to exceed the customer’s expectations—and make it ludicrous for him to consider any other alternative. (5=highest)