Welcome to the CX Competency Assessment Tool!

Please rate your competencies from 1 to 10. You will find below a description of what 1 and 10 represent.

The CX Competency Assessment Tool is based on global, multi-industry standards and will indicate how customer-centric an organization is.

Based on best practices around the world, the initial assessment of an organization’s CX competency generates a score between 35 and 45 out of a maximum of 100. A score of 80+ is considered to represent a “customer –centric” organization.

This initial assessment will take you an average of 5 minutes to complete and will give your initial CX competency score.

1 proposition

Everyone has a different view of what we're about
Our customer strategy - what we do and why clearly understood by everyone
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2 READINESS

We are more focused on business then on our customers
Every element of change is customer-lead
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3 JOURNEY

We haven't mapped any customer journeys
All journeys are mapped and validated to inform decision making
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4 EFFORT

We don't make it easy for customers to do business with us
Customers says it is easy to interact with us
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5 functionality

We don't consistently do what customers might expect
We keep our promises every time
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6 capability

Our business operates in competing silos
All cross-functional processess are aligned to the customer strategy
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7 EMOTION

We don't make customers feel good
Customers are engaged and feel good about interacting
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8 ADVOCACY

We don't give customers or collegues reasons to praise us, and collegues have no pride
Our collegues and customers love being part of our story
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9 MEASUREMENT

We have no real customer measures
We measure the things that are most important to customers, in the right way, and use the insights
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10 ROI

We don't know what cost to serve is
Everyone understands the ROI of customer experience
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Congratulations! Your CX competency assessment has been completed

Your score is: 17
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average market score
mature company

Would you like to get more CX insights or organize a full CX Competency Assessment for your organization or department?

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You would like to reach us now? Contact us by email: info@Cemantica.com