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How customer-centric is your organization?

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We have shared interdepartmental KPIs focused on customer satisfaction.

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Efforts are made to remove roadblocks in the sharing of customer data and insights across teams.

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Our technology enables us to adjust customer journeys in real time for the best possible customer experience.

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Customer-centricity is a top priority for senior management in my organization.

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Leadership empowers team members to solve customers' problems.

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We are able to recognize individual customers across all systems and collect/analyze data related to their interactions with our brand.

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Our technology allows us to link information and interactions of customers to their individual profiles.

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We are encouraged to work together with colleagues in other customer-facing departments and teams.

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Customer-centricity is clearly defined for our organization.

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Our people have the necessary skills to understand customers and personalize content and messages to suit their needs.

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Our company culture is centered around customer needs.

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Leadership is initiating projects and tasks in which the customer is the starting point.

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Our people are evaluated on their efforts to put the customer first.

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Customer-facing teams and departments regularly work together to manage the end-to-end customer journey.

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Project and/or product development is shaped by (new) customer insights.

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