Section 1: Organizational Culture & Its Impact on Employee Branding
(to understand how culture shapes how employees represent the brand)
Q1. How would you describe the overall work environment at your organization (Domino’s /
Cheezious)? Is it supportive, competitive, or task-focused?
(linked to items 5, 8, 23, 30)
Q2. How much emphasis is placed on understanding and solving customer problems at your
workplace?
(linked to items 4, 19, 29)
Q3. Do you feel that the goals and mission of the organization are clearly communicated and
reflected in your daily work?
(linked to items 2, 10, 17, 18)
Q4. In what ways does your organization encourage employees to use their unique strengths
when dealing with customers?
(linked to item 5)
Q5. How flexible and adaptable are you expected to be when organizational changes happen?
How does this affect the way you represent the brand to customers?
(linked to items 1, 6, 11, 16)
Q6. Are employees recognized or rewarded for providing exceptional customer service? How
does this recognition impact how you present the brand to consumers?
(linked to items 12, 24)
---
Section 2: Alignment Between HR Strategies / Employee Behavior & Consumer Perception
(to see if internal policies shape positive external brand perception)
Q7. How do HR policies (such as hiring, training, and rewards) promote behaviors that
customers would view positively?
(linked to items 9, 12, 20, 24)
Q8. Are employees encouraged to continuously find new ways to serve customers better? Give
examples.
(linked to items 19, 22)
Q9. How much teamwork and cooperation are emphasized in your role, and how do you think
this influences customer experiences?
(linked to items 8, 23, 28)
Q10. How well do you think employees across departments coordinate to resolve customer
issues?
(linked to items 3, 14, 27)
Q11. When a customer raises a complaint, how empowered do you feel to resolve it on your
own?
(linked to items 3, 14, 29)
Q12. Do you feel that decision-making in your organization is based more on factual customer
feedback or assumptions?
(linked to item 20)
Q13. During periods of change (e.g., new products, promotions), do you feel your concerns as an
employee are considered? How does this affect your motivation to deliver service?
(linked to items 6, 16, 26)
Q14. How much access do employees have to timely information that helps them better serve
customers?
(linked to item 25)
---
Quick Additional Insightful Questions (optional if you want deeper dives)
Q15. How do shared values at your workplace influence how you and your colleagues interact
with customers?
(linked to item 30)
Q16. What motivates you more in your role: reaching internal performance targets or delivering
great customer service? Why?
Values and Mission Statements: What principles guide Domino’s and Cheezious?
Internal Work Environment: Is it more hierarchical, team-oriented, innovative, rigid, flexible?
Teamwork and Leadership Style: How much autonomy do employees have? How empowered
are they to solve customer issues?
Change Management: How do they manage new campaigns, menu changes, tech innovations?
Are employees involved?
Training and Development Programs: Are they continuously building employees’ skills for better
customer service?
You should explore:
Hiring Practices: What kinds of people do they recruit? (e.g., friendly, quick, customer-focused?)
Employee Training: How much focus is there on customer service excellence?
Rewards and Recognition: Are employees rewarded for delivering great customer experiences?
Employee Motivation and Engagement: Are they happy/motivated, or just completing tasks?
Performance Management Systems: Are employees judged by sales, customer satisfaction, both?
