Customer Institute Assessments are available to assess…
- the Customer Support performance and improvement opportunities
- the Customer Centricity maturity and improvement opportunities
- the Employee Experience and improvement opportunities
Contact us to discuss how each assessment can contribute to your transformation goals.
Objectively Assessing CX, EX, or Support Capabilities and Maturity in an Organization
Organizations, on their journey towards more customer and employee centricity, need a detailed assessment of their current state. Both qualitative and quantitative feedback is needed – ideally from all parts of the organization – about where to improve, which untapped best-practices to adopt, and which improvements to prioritize.
The Customer Institute has listened to these needs around the globe and in organizations across B2B, B2C, health care, and the public sector. To address the need for an impartial, thorough, and data-driven assessment we have worked with experts from around the world and developed the Customer Institute Assessments.
Certified consultants around the globe stand-by to perform this standardized, quality-controlled, and best-practice based assessment in your organization!
A unique, certified, and globally consistent approach provides you with deep insights, cross-industry benchmarks, and clear guidance on where to start or continue your journey towards more customer or employee centricity.
The Assessment Approach
1Assessment
During one to two weeks per major site of the organization assessed, the consultant will perform interviews and group interviews with selected audiences across the organization.
In addition to that, the consultant will assess selected areas of organizational performance, collect evidence, mystery shop, and develop their own view of how the assessed organization compares with current best practice around the globe.
The assessment spans across 10 categories (e.g., culture, leadership, listening programs, analytics, etc.) with 10 sub-dimensions each, which can score up to 10 points each. This 10x10x10=1,000 approach covers the quantitative part of the assessment, the interview verbatim and consultant evaluation the qualitative part.
2Analysis
During the third week of the assessment, the consultancy, Customer Institute experts, and the analytics team of the Customer Institute aggregate, analyze, and visualize the results of the assessment and determine the most prominent areas for improvement.
Currently not implemented best practices are identified, shared pain points across business units prioritized, and a recommended action plan developed.
The Customer Institute supports each assessment anywhere in the world with access to institute experts, the institute’s analytics back-end, as well as with quality-controlled templates, tools, and trainings.
3 Reporting
In a final step of the assessment, the results are being reported to different levels of functional and regional leadership in the organization.
Out of quantitative and qualitative insight from 100 dimensions, the most prominent areas of improvement are identified and provided with a clear, pragmatic, and actionable path to improvement.
Customer Institute leadership members are available to join the report-out to the executive team to add global insight and method validation.
Get started as an Organization
If you are keen on improving your performance in customer and employee centricity or customer service in B2B, B2C, health care, or in the public sector, then the assessments will provide you with
- a profound external evaluation of your status-quo
- a quantitative score, which – if benchmarks are exceeded – earns your organization Customer Institute certification.
- a wealth of qualitative feedback from interview verbatim, intuitively aggregated for easy interpretation.
Getting started as a Consultancy
Consultancies in the field of customer or employee centricity can use the Customer Institute Assessments for their clients and provide a globally standardized and certified methodology while saving the development effort for such a tool. The recommended client charge for an assessment of one organization in one location is 25,000 Euro or the equivalent in local currency. Cost varies with additional complexities, more sites to audit, etc. However, client directed pricing is at the discretion of the delivering consultancy. The license fee to use the Customer Institute Assessment is 6.000 Euro per client, independent of added complexity described above.
Consultants wanting to deliver a Customer Institute Assessment to their clients must participate in a one-time introduction training for the method. The training fee is 500 Euro. The introduction training does not need to be repeated for subsequent assessments with other clients.
Below is an overview of the steps consultancies can take to deliver the Customer Institute Assessments to their clients.
