How do you respond to individual customers when they provide feedback?

• We typically don’t follow-up unless the customer has escalated an issue.
• We use customer feedback scores to identify dissatisfied customers and follow up with them.
• Regardless of satisfaction level, we follow up on all actionable opportunities in a timely manner.
• We use predictive models to anticipate potential feedback and trigger proactive communication to individual customers.
• I don’t know.

How tailored is customer feedback to individual teams or employees?

• Feedback is not tailored to specific roles; it is available in an aggregate or generic form.
• Some employees, such as service-related teams and key executives, get role-relevant feedback.
• All employees who impact the customer experience, including non-customer-facing employees, get role-relevant feedback.
• All employees, partners, and distributors who impact the customer experience get role-relevant feedback.
• I don’t know.

How does your organization stay focused on the customer’s experience?

• Employees focus primarily on revenue or cost measures, not on customer experience metrics.
• Customer experience metrics are widely communicated, but only some teams have customer-related goals and action plans.
• Customer experience is a strategic priority, with customer-related goals and action plans cascading to all employees from executives to the front line.
• Customer-centricity is deeply embedded as a cultural priority, affecting everything from goal setting to hiring, employee recognition, and career advancement.
• I don’t know.

How does your company innovate to stay ahead of evolving customer needs?

• Innovation is slow, reactive, or done without meaningful market validation.
• We periodically test new ideas through a central team.
• We periodically test new ideas at multiple levels of the organization.
• We continuously source and test new ideas at multiple levels of the organization.
• I don’t know.

How does your company capture a complete and up-to-date view of the customer journey?

• We only have a partial view of what customers think about their experiences with us.
• We have a complete view of the customer journey, but data is often delayed.
• We have a complete and up-to-date view of the customer journey.
• We have a complete and up-to-date view of the customer journey and can detect emerging trends in real time.
• I don’t know.

How do you prioritize improvements to the customer experience?

• We use business judgment without any quantitative analysis.
• We use statistical analysis and read customer comments and suggestions.
• We use statistical analysis and automated analysis of text (e.g., survey comments, online reviews, call center notes).
• We combine statistical and text analytics with cost-benefit analysis of improvement projects.
• I don’t know.

How do you integrate different sources of customer data (e.g., feedback, behavioral, operational, financial) to generate insights?

• Most of our customer data sits in silos, and we analyze it separately.
• Some customer data is integrated (e.g., customer profiles and feedback) but other data must be linked manually.
• All customer-related data is integrated in real time and available for analysis.
• All customer-related data is integrated and modeled in real time to automatically surface patterns and recommended actions.
• I don’t know.

How well is the financial impact of customer experience understood?

• We don’t have reliable data showing how customer experience impacts financial outcomes.
• We have done ad-hoc projects showing the connection between customer experience and financial performance.
• The financial impact of customer experience is well understood, influencing major decisions such as resource allocation and budgeting.
• The financial impact of customer experience is understood at all levels of the organization, driving both strategic and operational decisions to maximize shareholder value.
• I don’t know.

Lastly, how would you describe what customer experience success looks like for your business in the next 12-24 months?

Please provide your contact information so we can follow up with information relevant to the maturity of your OCEM practices.

Thank you

Thank you for completing the online self-assessment. We look forward to engaging with you to deepen your knowledge of CX practices.