CX Maturity Assessment

Multipage

Step 1 of 8 Customer Insights

We solicit feedback from customers about key transactions. *

We solicit feedback from customers about their overall relationship with the organization. *

We analyze transactional and relationship feedback for each customer segment to understand key drivers of customer perceptions. *

We analyze solicited, structured customer feedback, e.g., survey questions with limited response options *

We analyze unsolicited, unstructured customer feedback, e.g., social media comments *

We follow a process that closes the feedback loop for individual customers as needed (e.g., dissatisfied customers receive a phone call from management within X hours). *

Our internal customer experience project roadmap, prioritization, and funding criteria are informed by the voice of the customer (VOC). *

We incorporate customer feedback and personas into service, product, and process design. *

We conduct focus groups or other kinds of qualitative research to get a deeper understanding of our customers. *

Step 2 of 8 Employee Engagement

We educate all employees to ensure understanding of the organization's customers, the customer experience strategy, brand promises, and how each role impacts the customer experience. *

We solicit input from employees on ways to improve the customer experience. *

We provide opportunities for all employees to engage with customers and/or be involved in improving the customer experience. *

Employees are empowered to do what's necessary to deliver the desired customer experience. *

Employees have the tools, skills, and resources required to deliver the desired customer experience. *

We recognize and reward employees for exhibiting customer-centric behaviors that are aligned with the customer experience strategy. *

Front-office employees understand the actions and behaviors required to fulfill the brand promise. *

Front-office employees are recruited for customer-oriented attitudes, skills, and behaviors. *

Back-office employees understand their role in delivering an excellent customer experience. *

Step 3 of 8 Experience Design

We have defined and documented the customer lifecycle. *

We have inventoried all customer touchpoints to understand every interaction our customers have with the utility. *

We have identified the key moments of truth that make or break the customer experience. *

We have developed detailed personas to help our utility better understand our customers. *

We have created journey maps for our most important customer journeys. *

Step 4 of 8 Internal Alignment

Company processes and policies are designed with the customer experience in mind. *

Internal and external communications reinforce and support the customer experience strategy. *

Step 5 of 8 Leadership

Leaders clearly communicate that the customer is a top priority. *

Leaders focus corporate initiatives on customer impacts. *

Leaders actively and visibly support customer experience initiatives. *

Step 6 of 8 Management

Managers effectively translate customer experience priorities into employee priorities. *

Managers set goals, develop employees, and establish performance metrics with the customer experience in mind. *

Step 7 of 8 Measurement and Metrics

We have defined customer experience standards and metrics, as well as how they will be used within the organization. *

Our organization's strategic performance metrics or key performance indicators include customer experience metrics. *

We understand and have demonstrated correlations between customer experience metrics and key business outcomes (e.g., financial and operational) to enable tracking and validation of the effectiveness of customer experience improvements. *

Step 8 of 8 Strategy

We have developed a comprehensive customer experience strategy, including a customer vision or intent statement, business case, and channel strategy. *

Our customer experience strategy is aligned with the overall corporate strategy, values, and vision, as well as brand pillars or promises. *

We have established a customer experience governance structure and identified individuals accountable for customer touchpoints. *

We have a dedicated budget for customer experience improvements. *

We have a structured, repeatable process for prioritizing customer experience improvements. *

Primary service name

Customer Experience Strategy Service