• 1 Introduction
  • 2 Who you are
  • 3 Leadership and culture
  • 4 Focusing Operations on the Customer
  • 5 Empowering Employees, Insights, and Tools
  • 6 Customer Experience
  • 7 Creating Value
  • 8 Complete

Welcome to the Customer Centricity Maturity Assessment

Please complete this assessment to assess your organization’s level of customer centricity. The results will guide you on actions you can take to shift your strategy, culture, structure, and operations to a more customer-centric business model.

Here are a few general tips before you begin:

  • For more accurate results, avoid using your internet browser’s, "back,” reload," and "forward" buttons while completing the assessment.
  • Maximizing the size of your browser window allows you to scroll less while completing the assessment.
  • It is recommended to complete the assessment in one session. Plan to spend about 10-15 minutes on this.

Let’s get started

The following customer-centric assessment has been designed to assess your organization against best practices in customer-centric transformation. It follows a maturity continuum where some organizations are beginning the journey while others have already progressed to higher levels of customer centricity over time.