Customer Centricity Free Assessment
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.

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What’s best for the customer is best for our business and will yield more profits and sustainable growth path
Strongly Disagree
Strongly Agree
The customer is at the heart of all business decisions and integral to our vision and mission statement
Strongly Disagree
Strongly Agree
For us the customer’s perception of what is valuable counts and not organization’s view of what’s valuable
Strongly Disagree
Strongly Agree
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
We use customer journey maps as a tool to gather understanding and insights of all our customers
Strongly Disagree
Strongly Agree
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
Everyone in our organization knows who are the high value customers and their contributions to our business
Strongly Disagree
Strongly Agree
We have a thorough understanding of what will create real added value for our immediate customers and end customers
Strongly Disagree
Strongly Agree
We use customer insights regularly to understand their trends on buying behaviors, interests and engagement
Strongly Disagree
Strongly Agree
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
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
There are programs in place to reward and recognize our loyal customers and continue their association with us
Strongly Disagree
Strongly Agree
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
Our processes and policies ensure a personalized treatment to each customer
Strongly Disagree
Strongly Agree
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
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
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
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
We understand the terms Customer churn rate and Customer lifetime value and measure them regularly
Strongly Disagree
Strongly Agree
We do regular SWOTs on all our channels to assess our business performance
Strongly Disagree
Strongly Agree
We understand the term customer experience management and have well defined strategy in place
Strongly Disagree
Strongly Agree
We have dedicated customer success team to focus on business transformation through customer experience initiatives
Strongly Disagree
Strongly Agree
We have budgets identified to invest in systems, processes and people to support customer success initiatives
Strongly Disagree
Strongly Agree
We have approved trainings on customer focus, client engagement and customer experience etc. in development plans of our employees
Strongly Disagree
Strongly Agree
Customer satisfaction scores can be misleading and are not sufficient to understand customer attrition
Strongly Disagree
Strongly Agree
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


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