CX Maturity Assessment

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.



Analytics & Insights:

1. How can customers engage with you?

2. How do you evaluate the level of integration of your customer journey?

3. What type of customer experience analytics do you run?

4. Do you enrich your customer experience insights by adding additional data sources?

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.



CX Overall Strategy:

5. What is the progress with the implementation of your CX program?

6. How is your CX program aligned with the company strategy and vision?

7. How is your customer experience program managed?

8. How do you measure the business impact of your customer experience (CX) program?

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.



Engage:

9. How do you collect customer feedback?

10. What channels can your customers use to provide feedback?

11. How do you guarantee that you capture all customer touchpoints?

12. How do you track the progress of your program?

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.



Understand:

13. Who uses customer feedback and insights within your organisation?

14. How do you satisfy the needs of the different stakeholders within the organisation?

15. How do you analyse customer comments?

16. How do you understand which are the most important customer satisfaction drivers?

We understand that you will be challenged to choose the answer that fits your current stage exactly for some of the questions. In such cases, we recommend choosing the closest option.



Mobilise:

17. How do you prioritise your CX activities?

18. How do you close the loop with your customers?

19. How much time do you need to close the loop?

20. How do you incorporate CX insights into your decision-making process?