Customer Experience Assessment
Query Consulting Group
Initial CX Assessment
An Initial CX Assessment starts with understanding your current “as is” state. Before we get to those questions we'd like a little information about you.
Please take a few minutes to identify for each of the six topics, which scenario best represents your organization’s current state of CX management.
1. Strategy - Choose the statement that best describes customer strategy in your organization.
A. There is no such thing as a customer strategy.
B. The Leadership (Board & C-Level) talks about being customer-centric but nothing specific is being done.
C. There is a defined customer experience strategy as part of Customer Service or Operations.
D. The business has a Customer Experience (CX) function and defines its own strategy.
E. The customer strategy is the corporate strategy and is driving all areas of the organization.
2. Insight - Choose the statement that best describes Customer Experience (CX) Insight in your organization.
A. There is very little use of customer insight anywhere other than marketing.
B. Beyond marketing customer insight is used in some business decision making.
C. There is a full range of qualitative and quantitative approaches used by the organization’s insight team.
D. The Insights team relies on Voice of Customer (CEM) programs to guide operations decisions and improvement efforts.
E. The business has a holistic view of the customer that links business metrics to employee behavior and rewards.
3. Design - Choose the statement that best describes the design of customer experiences in your organization.
A. There are no customer journey maps or personas used within the business.
B. Customer journey maps are defined and personas described.
C. Customer journey maps, business process maps and customer personas are aligned to create a holistic experience.
D. In addition to the holistic picture, the business is also using insight to innovate, and support strategic growth.
E. Design is considered a critical success factor where journeys, processes and personas are used to deliver the best experience and best solutions possible.
4. Delivery - Choose the statement that best describes how customer experience is delivered within your organization.
A. There is no link between business operations and the customer experience.
B. Customer experience programs may be used as an input to make operational changes.
C. The customer experience is seen as a critical element of operational change.
D. Agile self-learning is the norm and is considered a competitive advantage.
E. There is a clear understanding of how the customer is the link to strategy, insight, design and delivery.
5. Measurement - Choose the statement that best describes how you measure the customer experience in your organization.
A. The business is measured on standard financial metrics.
B. There are some operational measurements in place that track the success of customer experience initiatives.
C. The business identifies trends using dashboards and takes action at the business unit level.
D. Business, customer and employee measurements are in place and the business is able to identify trends and root causes across silos.
E. Business, customer and employee measurements drive strategic and cultural change across the business.
6. Culture - Choose the statement that best describes customer-led culture in your organization.
A. Customers' needs are only considered when problems or issues arise.
B. The customer is recognized as important, but may not be included in planning and decision making.
C. The organization values the customer and there are systems that include customers in decision making.
D. Employees discuss impact of their actions on customers as part of planning and daily working.
E. Customers are recognized as the organization's reason to exist, and activities are aligned around creating value for them.
Describe the key issues facing your organization in terms of delivering a strategy that puts the customer at the heart of your business:
If you provided your name and contact details we'll follow up with more information about our work.
If you prefer not to share your contact information please indicate your title or role in the organization.
We appreciate your time.
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