Please Fill the following fields

1 . Vision values and brand

Having a clear vision for the company that provides customers with a desirable value proposition and differentiates us from competitors is critical to our success.
1a. At our company we share a clear vision of what the company aspires to be in the future
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1b. I believe our vision is realistic and achievable.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1c. Everyone at the company has a clear understanding of the overall benefits we offer our customers.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
1d. I believe the benefits we offer our customers are relevant to our customers and distinguish us from our competitors.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

2 . Customer-centricity

Making customers happy to do business with us by learning more about what they need and turning that into action faster than competition is the key to enduring profitable growth.
2a. We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2b. The organization has created a Customer Experience functional division
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2c. At this company, everything we do demonstrates that we always have the best interest of the customer in mind.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2d. My colleagues at the company always look for ways to make things better for our customers.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2e. We involve Customers in designing experiences, thinking not just about the steps, but also the subconscious experience
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2f. At this company, we are good at sharing customer opinions and feedback with others in the company.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2g. Customer experience metrics like Customer satisfaction, net promoter score, and Customer efforts throughout the organization are used on regular basis
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
2h. My colleagues across the company effectively collaborate together to fix customer issues.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

3 . Visionary leadership

It is critical that the leadership team manages the business in a way that demonstrates that it always puts customers first.
3a. Senior management observe / talk / listen to Customers?
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3b. The company’s leadership focuses on understanding the needs of our customers.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3c. My manager frequently reviews and discusses customer opinions and feedback with me.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3d. When a customer issue occurs the company’s management ensures that it is dealt with immediately.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3e. My management actively takes part in solving customer issues and making improvements.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
3f. CX measures are reviewed at regular meetings of the Customer Experience Council (formed of heads of various departments and chaired by the Head of Customer Experience), or the like.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

4 . Employee engagement

To deliver a great customer experience it is critical that our employees are happy at work and motivated to make customers happy.
4a. I am proud to work for this company.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4b. I would recommend this company as an employer to my family and friends.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4c. In my day to day work it is easy to meet customer expectations.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4d. A regular CX training is conducted in my Organisation
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
4e. I have the freedom I need to fix customer issues and make them happy.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.

5 . Tools and processes

In order to manage the customer experience properly we need systems and tools that provide customer information and feedback throughout the entire customer journey.
5a. At this company we continuously capture customer opinions and feedback over multiple channels.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5b. At this organisation we track customer satisfaction at every interaction along the customer journey.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5c. At this organisation we undertake detailed analysis of customer feedback in order to find ways to improve the service we provide.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5d. I have the tools necessary to meet customer expectations and respond effectively to their requests.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5e. Customer satisfaction plays an important part in how we are incentivised.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5f. Our IT environment gives us a complete view of the customer so that we can consistently deliver a relevant and positive customer experience.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.
5g. At this company we continuously capture customer opinions and feedback over multiple channels.
  • SA
  • Agree
  • Neutral
  • Disagree
  • SD
  • To a great extent.
  • Not at all.