The criteria for Customer Institute certifications have been developed with experts, practitioners, and thought leaders from around the globe. Yet, we always strive to get better. Below you find our current certification criteria for each of our certification types, and at the end of this page we invite you to share any suggestion for the improvement of these criteria you might have.

 

Certification of Tools and Methods

  1. Contribution to industry practices in customer centricity.
    The extent to which your solution is using current, proven, yet innovative approaches that comply with current industry best practice or advance the same.
    • Conformity & completeness:
      Follows common customer centricity practices
    • Innovation:
      Complements existing best practices and tools, i.e. offers innovative elements or ways of application
  1. Fitness for purpose & use.
    The extent to which your solution, in its current state of development, will deliver the stated results and/or outputs in all the defined situations in an efficient and effective manner.
    • The effectiveness of solution will consistently support the achievement of the desired results / outputs in all the in-scope situations.
    • The efficiency of the solution will guarantee minimum wasted effort or expense in achieving the desired results / outputs.
  1. Predictability & accuracy.
    The extent to which the solution, in its current state, can be used to deliver the stated results and/or outputs predictably and accurately in all the defined situations.
    • The solution follows a structured approach from problem statement to solution.
    • All the components of the solution follow a logical sequence.
    • The underpinning design and structure of the tool or method will – if reliably applied – consistently deliver predictable and accurate results / outputs in all the in-scope situations.
  1. Sustainability & repeatability.
    The extent to which the certification object lends itself to be duplicated in the targeted environments by any competent practitioner and that its use will remain viable over time.
    • The tool or method is documented in such a way that makes its uses repeatable and potentially allows it to be adopted by other competent practitioners.
    • The tool or method is designed in a way that allows for sustainable use over the time.
    • The tool or method is flexible enough to be used in different environments yet within the defined scope.

 

Certification of Training Courses

If you seek certification as a Customer Institute Certified Training Program, then you must meet the following criteria:

    • Contribution to industry practices in customer centricity.
      The extent to which your training is using current, proven, yet innovative approaches that comply with current industry CX training best practice or advance the same.
      • Conformity & completeness:
        Follows common CX training best practices
      • Innovation:
        Complements existing CX training best practices, i.e. offers innovative training elements or approaches 
    • Fitness for purpose & use.
      The extent to which your training, in its current state of development, will deliver the stated training results in an efficient and effective manner.
      • The effectiveness of the training will consistently deliver the desired results
      • The efficiency of the training will guarantee minimum wasted effort or expense in achieving the desired results
    1. Predictability & accuracy.
      The extent to which the training, in its current state, can be repeatedly used to deliver the stated results.
      • The training follows a structured approach.
      • All the components of the training follow a logical sequence.
      • The underpinning design and structure of the training will – if reliably applied – consistently deliver the desitred learning results.
    1. Sustainability & repeatability.
      The extent to which the training lends itself to be duplicated in the targeted environments by any competent trainer and that its value will remain viable over time.
      • The training is documented in such a way that makes it repeatable and potentially allows it to be delivered by other competent trainers.
      • The training is designed in a way that allows for sustainable use over time.
      • The training is flexible enough to be used in different environments yet within the defined scope.

 

Certification of Commercial or Public Sector Organizations

Commercial and public sector organizations can be certified as Customer Institute Certified Customer Centric Organizations if they meet the following criteria:

  • They have been assessed by a Customer Institute Certified Assessment Provider using the Customer Institute Customer Centricity Assessment.
  • The assessment has been registered with the institute.
  • The results have been reported.
  • The quality assurance on the side of the institute has not resulted in any objections.
  • The following scoring thresholds have been passed:
    • Silver Certification: 700 points out of 1.000
    • Gold Certification:    800 points out of 1.000
    • Platinum Certification:  900 points out of 1.000

 

Call for Community Feedback on our Certification Criteria

If you are a member of the CX community and would like to submit any suggestions, comments, or additions to our certification criteria, then please use the form below. We welcome all insight you want to share, helping us to constantly improve how we acknowledge excellence in customer centricity around the globe!

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Please note: Only submit ideas and material for which you own the intellectual property or copyright. By submitting your comment, you authorize the Customer Institute to use the content of your submission in our internal and external documents, processes, and policies. By clicking Submit you agree to our data privacy rules.