CX Quality Assessment

Where are you in the CX journey?

Take our CX assessment to see where you are in your CX journey now and how far you need to take it in the future.

It’s free, and it takes less than ten minutes to complete.

We’ll email your results plus some practical advice within 24 hours. If you’d like more than one person to input so you can measure across your business, we can tailor the report for multiple participants.

Take the assessment below…

CX Quality Assessment
1 Your Details
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Please tell us some details about you so we can send you your results
What type of role do you hold within the organisation*
2 Vision.
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Where would you say your business is at?

Organisations that excel in this discipline...

Strategy*

...have an organisation-wide CX (Customer Experience) strategy that aligns with the corporate strategy, describes the CX vision and goals & how they will be achieved. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Brand*

...use a set of design principles to design and deliver an experience that brings the brand to life at every customer interaction. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Roadmap*

...have a planning and reporting approach for progressing the CX strategy that is integrated with strategic and operational business planning. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Leadership*

...have leaders that guide their people to embed a customer centric focus in all development initiatives and operational activities. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
3 Design.
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Where would you say your business is at?

Organisations that excel in this discipline...

Value Management*

...understand the customer’s potential value to their organisation, and what these customer’s need, expect and value. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Design*

...adopt a customer centred approach to designing their customer’s journey by creating interactions that address the customer’s functional and emotional needs. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Journey Map*

...have a set of practices to visually describe the customer’s journey that supports the management & improvement of the customer’s journey. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Digital*

...design digital products and services as an integrated part of the offering, ensuring both digital and non-digital channels create a seamless omni channel customer experience. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Governance*

...have a decision making approach that aligns improvement initiatives and the allocation of resources with the CX strategy. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Operational Alignment*

...align operational activities and functions with delivery of the intended customer experience and the CX strategy. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
Tools & Technology*

...adopt an enterprise wide approach to select & manage the right technology solutions for customers and employees to ensure alignment with the intended customer experience. Which stage are you at?

  • No focus
  • Becoming established
  • Part of our DNA
4 Culture.
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Where would you say your business is at?

Organisations that excel in this discipline...

Behaviours & Mindset*

...equip their people with the mindsets and behaviours that help them become customer centric so they get behind the CX strategy and vision. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Competency Development*

...have CX competencies that individuals require to carry out their role that are an integrated component of the organisation’s overall competency development framework. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Reward & Recognition*

...have an approach to motivate, recognise and reinforce customer centric behaviours that drive desired customer and business performance outcomes. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Employee Engagement*

...leverage highly engaged employees to enhance the customer experience by building and tracking the development of employee engagement with the organization and corporate vision. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Employee Communications*

...have a structured approach to internal communications that places customers and employees at the heart of storytelling that brings the CX strategy to life. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
5 Learning.
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Where would you say your business is at?

Organisations that excel in this discipline...

Metrics*

...have a customer metrics framework that is used to help people understand the quality and consistency of the customer experience delivered across the enterprise. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Benchmarking*

...use benchmarking extensively to compare, and learn from, external organisations that prompts improvement in the design and delivery of the customer’s experience. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Insight*

...have a deep understanding of their customer based on an appreciation of their buying behaviour, their experiences with them, and their beliefs or needs. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Listening*

...actively listen to customers by systematically gathering solicited and unsolicited information from and about customers to understand their experience with, and commitment to, the brand. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
Change & Innovation*

...have established an environment which encourages the creation and execution of ideas that deliver business value through a consistent customer-centric change process. Which step describes your business?

  • No focus
  • Becoming established
  • Part of our DNA
6 Final Step
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Please let us know how we should contact you.*
7 All Done!
You’re all done. Thanks for taking the assessment.

We will analyse your answers and email your report to you within the hour.

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