Customer Centricity Free Assessment

JavaScript isn't enabled in your browser, so this file can't be opened. Enable and reload.

Free assessment to know if you are a Leader, Influencer or Laggard for Customer Centricity. There are 25 questions in this assessment on a linear scale of 1 to 5 and shouldn't take more than 10 mins of your time.

You can also receive an additional gap assessment solution from us, Free of Cost.Don't forget to share your interest.We would love to listen to you and share our insights.

Email *

What’s best for the customer is best for our business and will yield more profits and sustainable growth path

Strongly Disagree

Strongly Agree

Clear selection

The customer is at the heart of all business decisions and integral to our vision and mission statement

Strongly Disagree

Strongly Agree

Clear selection

For us the customer’s perception of what is valuable counts and not organization’s view of what’s valuable

Strongly Disagree

Strongly Agree

Clear selection

We have a fully structured Customer feedback management in place and it guides us to gather insights to make our business profitable.

Strongly Disagree

Strongly Agree

Clear selection

We use customer journey maps as a tool to gather understanding and insights of all our customers

Strongly Disagree

Strongly Agree

Clear selection

Each employee of our organization understands who the customer is and how their work adds positive value to customer interaction with product or service.

Strongly Disagree

Strongly Agree

Clear selection

Everyone in our organization knows who are the high value customers and their contributions to our business

Strongly Disagree

Strongly Agree

Clear selection

We have a thorough understanding of what will create real added value for our immediate customers and end customers

Strongly Disagree

Strongly Agree

Clear selection

We use customer insights regularly to understand their trends on buying behaviors, interests and engagement

Strongly Disagree

Strongly Agree

Clear selection

Customer insights are shared consistently and explained to all employees in the organization and how their work relates to the findings

Strongly Disagree

Strongly Agree

Clear selection

Our customers form an integral part of our customer advisory group and collaborate with us to contribute in our sales or product strategy as well as providing constructive feedback

Strongly Disagree

Strongly Agree

Clear selection

There are programs in place to reward and recognize our loyal customers and continue their association with us

Strongly Disagree

Strongly Agree

Clear selection

Customer Service department is not an overhead and should not be looked at as the one adding negative attitude and frustration to the organization

Strongly Disagree

Strongly Agree

Clear selection

Our processes and policies ensure a personalized treatment to each customer

Strongly Disagree

Strongly Agree

Clear selection

Customer centric measures are part of KPIs and performance reviews of all employees including leadership, to measure value we deliver to customers

Strongly Disagree

Strongly Agree

Clear selection

We are committed to gather regular feedback from all customer segments i.e. end customers, service partners, stakeholders, internal and act on it

Strongly Disagree

Strongly Agree

Clear selection

We need a greater focus on customer retention than acquiring new customers since loosing customers is a norm and it is a much greater cost to regain lost customers than retain them

Strongly Disagree

Strongly Agree

Clear selection

The customer satisfaction surveys must be designed not just to gather issues and concerns with our product or service but to understand overall experience and value add

Strongly Disagree

Strongly Agree

Clear selection

We understand the terms Customer churn rate and Customer lifetime value and measure them regularly

Strongly Disagree

Strongly Agree

Clear selection

We do regular SWOTs on all our channels to assess our business performance

Strongly Disagree

Strongly Agree

Clear selection

We understand the term customer experience management and have well defined strategy in place

Strongly Disagree

Strongly Agree

Clear selection

We have dedicated customer success team to focus on business transformation through customer experience initiatives

Strongly Disagree

Strongly Agree

Clear selection

We have budgets identified to invest in systems, processes and people to support customer success initiatives

Strongly Disagree

Strongly Agree

Clear selection

We have approved trainings on customer focus, client engagement and customer experience etc. in development plans of our employees

Strongly Disagree

Strongly Agree

Clear selection

Customer satisfaction scores can be misleading and are not sufficient to understand customer attrition

Strongly Disagree

Strongly Agree

Clear selection

Congratulations ! The assessment is complete and you can gauge your Customer Centricity Score

If mostly 5 is the option for you for more than 20 questions - You are an Influencer.
Influencer - Customers are on top of your business agenda and treated as equal partners in all stages of business. You are aware of latest trends and adopt the tools and techniques to keep up with changing dynamics of customer.

If mostly 4,5 for more than 15 questions - You are a Leader
Leader - You have made a good amount of effort in understanding your customer and gathering their feedback. A more proactive approach and awareness on customer experience would take you further on this journey

Anything below is a laggard in Customer Centricity
Laggard - There is a lack of understanding of overall customer perspective. The approach need to be more proactive than reactive. Need attention on latest trends, tools and techniques to understand and implement customer centricity is required

Name *

Organisation *

Industry *

If you want to receive a solution as per your gaps from this free assessment of Customer Centricity. Please let us know your interest.And you will get the customized report in two days time from now.

Yes

May be later

Clear selection

Submit

Clear form

Never submit passwords through Google Forms.

This content is neither created nor endorsed by Google. Report Abuse - Terms of Service - Privacy Policy

Forms