Customer Centricity Index

Did you know that companies who prioritise customer-centric approaches enjoy a remarkable 60% increase in profitability compared to their counterparts that do not emphasise customer focus?

In today’s world, the process of establishing a customer-centric organisation has become increasingly complex. Navigating this landscape involves tackling the initial hurdle of understanding where you currently stand.

That’s why we’ve created our new Customer-Centricity Index. 

Shaped by extensive research and hands-on involvement, this tool provides a complete view of how customer-focused your organisation is, providing you with a baseline to help you understand where you are today.

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You'll be assessed on six key aspects of customer-centricity


Strategic Direction & Commitment

Does your organisation possess a clear and actionable customer experience vision and strategy, which sits at the front and centre of all decisions?


Culture & Management

Does everyone within your organisation understand and effectively use the customer experience strategy?


Enabling Delivery

Do all of your tools, training, incentives, and processes align to enable your team to meet current and future needs of your customers?


Understanding Customers & Their World

Does your organisation understand your customers' needs, attitudes, and behaviours and know how to use that data to improve your services?


Experience Design & Development

Is each change you implement in the business linked to, and does it advance, your customer experience strategy?


Delivery Quality & Assurances

Do you regularly assess how your service delivery aligns with customer needs? Is it reliable and does it exceed expectations across channels?

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