Let me try to answer one by one:
How do you think your customer relations are between you and your customers?
Awesome from what all feedback we gather.
Do you think your customers are loyal to your company?
Yes and I have even had clients contact me back telling me so, always a nice thing to find out about after a long day of work.
Do you think you have a good relationship between your customers?
Yes, I have many 2 clients that are pretty quiet and don't get too chatty but many others do.
Do you do things throughout the year to improve your customer relations, to be more in touch with what your customers want and need from your company.
Anything can always be improved, if you are just going to stay at the level you are now whats the point?
Are you in direct contact with most of your customers or do other staff deal with most support, sales and billing?
Both, it depends if I am in an meeting or not. If there is a ticket that needs answered and no one has within minutes, I will pop in there no doubt. I don't like to wait myself why should I expect them to?
Do you talk in real time to your customers, either on the phone or live chat?
Both, if the phone rings I will answer it pending I am not already on the phone or in a meeting.
When we get to the point that we start slacking off and making sure other people always do their work, we are thinking that no one will ever make a mistake. I don't think I will ever be too big to not answer a phone if it rings or anything else. I don't like stuffy up companies.