This document is a questionnaire designed for work-based learning providers. It is a diagnostic benchmarking tool developed to give organizations a snapshot of their current state. Following a brief introduction, there are instructions for filling in the questionnaire, which includes both open-ended response and scoring according to a pre-determined scale. Participants are asked to consider both motivating influences or drivers and results. The following categories are motivating influences or drivers: (1) management style; (2) service culture; (3) staff management; (4) understanding the customer; (5) service design and development; (6) delivery system and processes; (7) instructional technology and electronic communication; (8) working with suppliers; (9) managing for improvement; (10) service recovery; flexibility/responsiveness; (11) cost and value; and (12) service standards. Results categories are: (1) internal service quality; (2) service effectiveness; (3) service quality; (4) customer satisfaction and value; (5) customer loyalty; and (6) business performance. A glossary of terms used in the questionnaire is included. (AJ)