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

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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?

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Culture & Management

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

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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?

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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?

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Experience Design & Development

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

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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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