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
- the Patient Experience of Health Care Providers and improvement opportunities
- the Hospitality Assessment for cruise lines, resorts, theme parks, and similar hospitality providers
Contact us to discuss how each assessment can contribute to your transformation goals or become a valuable new tool in your consulting toolbox.
Objectively Assessing CX, EX, PX, HX, 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, tourism, 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.
* ) You need a Global CX Community account to access the content above. If you don’t have one yet, you can create a free account here.
The Assessment Approach
1 Assessment
During one to two weeks per major site assessed, the consultant conducts individual and group interviews with selected audiences across the organization.
In parallel, the consultant assesses selected performance areas, collects evidence, mystery shops, and forms an independent view of how the organization compares with current global best practice.
The assessment covers 10 categories (e.g., culture, leadership, listening programs, analytics), each with 10 sub-dimensions scoring up to 10 points – a 10×10×10 = 1,000 model: the quantitative component comes from the scoring, while interview verbatims and the consultant’s evaluation form the qualitative component.
2 Analysis
In week three, the consultancy, Customer Institute experts, and the Customer Institute’s analytics team aggregate, analyze, and visualize the findings to pinpoint the most prominent improvement areas.
They identify best practices not yet implemented, prioritize shared cross–business unit pain points, and develop a recommended action plan.
The Customer Institute supports every assessment worldwide with access to experts, the institute’s analytics back-end, and quality-controlled templates, tools, and trainings.
3 Reporting
In the final step, results are reported to functional and regional leaders across the organization.
Using quantitative and qualitative insights from all 100 dimensions of the assessment, the team identifies the most prominent improvement areas and defines a clear, pragmatic, actionable path forward.
If the organization meets the required score threshold, it will be Customer Institute certified.
