Customer Experience Maturity Assessment
YOUR ORGANIZATION'S CX COMPETENCIES - DEEP EVALUATION

This criteria is crucial to establishing almost-automatic CX excellence. It minimizes the need for remedial CXM and maximizes financial growth.

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Our customer research tells us:

Our use of customer information is:

We collect customer information through:

We manage customers' well-being through:

Our organization is increasing customer-centricity through:

Our organization improves CX performance by reporting:

1 - Not Much; 2 - Somewhat; 3 - Very Much

Question Not Much Somewhat Very Much
How likely it is that customers will do specific things (recommend, rebuy, etc.)
How our solutions and interactions affect them
How well we manage transactions
How well we manage our relationship
What goal our solution is achieving in their life/business
What our solution interfaces with (types of people, hard/software, etc.)
What they want us to keep doing, stop doing, start doing
Question Not Much Somewhat Very Much
We resolve customer issues as they contact us
It guides customer acquisition efforts
It's the basis for employee performance management and development
It guides our engagement of customers
It guides our design of touch-points
It's the basis for solution development, stage gates, and launches
It guides corrective actions that benefit all customers
It guides preventive actions that benefit all customers
It's the basis for employee selection and succession
It guides our business priorities, policies, structure, and processes
It guides daily decisions and handoffs of all work groups in our ecosystem
Question Not Much Somewhat Very Much
Surveys after interactions
Surveys every X months
User groups or advisory boards
Communities (online or other) or panels
Social media or other word-of-mouth
Customer-facing employees or executive listening or informal interactions
Qualitative research (ethnography, etc.)
Operational data (apps, website, Internet, ERP, CRM, barcodes, etc.)
Text mining or voice mining or video mining
Stratified random sampling
Question Not Much Somewhat Very Much
Journey mapping
Process mapping, service blueprints, value stream mapping, etc.
Human-centered design or user experience design
Digitalization
Quick wins
Predictive analytics or finding patterns in customer data
Customer Success team or customer lifecycle management
Customer Service (tech support, account support, self-service)
Loyalty programs or experiential marketing
Customized offerings and treatment for each customer persona
Communicating with them about issues discovered in surveys (aka inner loop)
Communicating with them about resolution of prevalent issues (aka outer loop)
Reducing business operational silos (unifying data, systems, channels, processes, organizations)
Reducing business execution silos (unifying assumptions, vision, goals, metrics, handoffs)
Question Not Much Somewhat Very Much
CX champions in business units
Employee recognition based on CX criteria
Sharing VoC with all work groups in your company's ecosystem
Agile practices
Tolerance of risks and disruptive ideas
Accountability for follow-through on CX efforts
Stakeholder analysis to regularly reduce resistance and increase buy-in
Tailoring VoC reports or presentations to each work group's interests and accountabilities
Workshops regularly to increase creative application of customer insights
Workshops regularly to increase permanent resolution of customer issues
Encouraging cross-functional collaboration for customer well-being
CX council or steering committee focused on improving customer-centric culture or silo smoothing
Using CX insights as a primary input to strategic planning, strategic pillars, and C-suite decisions
Reporting CX performance criteria and progress to Board of Directors and investors
Question Not Much Somewhat Very Much
Operational metrics, such as FCR, AHT, etc.
Financial metrics, such as churn, CAC, MRR, etc.
Return on investment, payback period, etc.
Customer engagement metrics
Indexes, such as NPS, Effort Score, Health Score, etc.
Averages, median, mode, or standard deviation
Confidence interval, statistical significance, validity, or reliability
Top box and bottom box percentages
Correlation analysis or key driver analysis
Pareto analysis
5 why's or similar root cause analysis
Workflow metrics monitoring root causes of poor experience
Lifetime value
Benchmarking
Internal customer satisfaction
Percent of work groups with active CX action plans and percent showing progress
Performance below and above customer specifications or your brand promise