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  1. Services
  2. Audit & Assessment
  3. CRM Audit

CRM Audit

Please Fill the following fields

1 . Organization & Culture

1a. We have a team(s) of people that are able to support programs with CX activities.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1b. All employees receive a training in which they are oriented to who the entity's customers are and our CX strategy.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1c. We have a library of CX trainings that are annually updated and a method for collecting and sharing CX stories.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1d. We have job codes and positions that are specific to CX skill sets and roles.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1e. We have awards and recognition specifically for exemplary CX behavior.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

2 . Measurement

2a. We publicly release our CX performance data—the results of our surveys, touch point survey levels, and quantitative metrics.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2b. We have defined Customer Experience metrics in line with the government-wide reporting requirements.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2c. We have identified quantitative, objective customer-experience related metrics that we report on with our feedback metrics.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2d. We are aligned with agency-wide customer service level standards including call centers and touch points in different mission areas.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2e. We have a “Voice of the Customer” strategy for collecting CX feedback and measures across our entity's entire purview.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2f. We have a central view of how our entity is doing on CX at Secretary, Regional, Program, Front-Line, or other appropriate levels.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

3 . Governance

3a. We have identified where our customer journeys overlap with other agencies and have created mechanisms to work together
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3b. We have sub-entity or program leadership dedicated to a specific customer segment CX strategy.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3c. We have an Executive that is responsible and dedicated to the entity’s CX strategy.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3d. We have a CX strategy that is either aligned with or specifically a component of our overall agency strategy.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3e. Significant policy decisions and large investments require CX activities and documentation as part of the review process.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3f. We support our CX employees to spend time on sharing best practices and tools governmentwide and participate in CX activities.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

4 . Customer Research

4a. We use ethnographic research techniques such as interviews and observational studies to better understand customer behavior.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4b. We have a central, entity-wide catalog of our customers and detailed personas that is annually reviewed.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4c. We have a central, entity-wide catalog of our customer journeys and prioritized bottlenecks that is annually reviewed.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4d. We complete customer segmentation/analysis activities at least annually.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4e. We have a regular mechanism for collecting employee feedback and places in which they believe our programs could be improved.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4f. We share the results of customer segmentation/analysis activities with agency leadership, employees, and the public.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

5 . Service Design

5a. We have mechanisms for involving stakeholders in co-creation of programs and improvements.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5b. We are moving our IT organization towards agile, iterative design processes.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5c. We have adopted CX tools or other resources from other government programs or developed our own for others to leverage.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5d. Existing IT and digital investments are tested on an ongoing basis using human-centered design processes.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5e. New IT and digital investments are tested using human-centered design processes.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5f. All programs and entities that interact with the public have human-centered design capacity.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.