Maturity Assessments
We offer 'Maturity Assessments' in both Customer Experience and Customer Service. These are designed to help understand where you are today and identify opportunities to improve. We offer both a 'Lite' assessment which is based on a self-assessment and our 'Full' maturity assessment which leads to the award of our coveted CX or CS 'Quality Mark'.
CX Assessor
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Our CX Assessments are based on the core CXPA competencies.
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Customer Service Assessor
Our Customer Service maturity assessment with look across the following areas:-
- Service quality and responsiveness
- Support structure and resources
- Customer Recovery and Issue resolution
- Continuous improvement and feedback loops
- Personalisation and empathy
How does it work
The 'Lite' assessment is our entry level product, this includes a 'Self-Assessment' and expert review of the responses highlighting opportunities for improvement, this will provide an indicative rating for our 'Quality Mark'. The full assessment includes observation and the provision of evidence to support each of the competencies. Following the full assessment, we will present our findings and then present the Customer Start Quality Mark of excellence depending on the result.
Lite Assessment Pricing
Our pricing is based on the size of your organisation, contact us to discuss the price for your business.
The Full Assessment
Step 1 - Self Assessment
We will provide an online self-assessment questionnaire to assess your current level of CX maturity based around the 6 competency areas.
Step 2 - Observation and evidence
We will come into your business to conduct an in-depth review and review evidence of practice and process to support your level of CX maturity in line with the CXPA competencies
Step 3 - A detailed report
We will provide a detailed report of our findings across each competency to highlight where you are today and also some areas we feel you may need to focus on to improve.
Step 4 - Awarding Presentation
Following the full assessment, report and follow up discussions, we will present you with your CX maturity award certificate and digital badge which can be displayed on your website.
CX Maturity Levels
CX Foundation - Basic CX Practices are in place, setting the groundwork for future growth. Must meet minimum threshold score of 58 points.
CX Alignment - Emerging - Key Customer Experience practices are in place, setting the groundwork for future growth. (142-282)
CX Optimisation - Customer Experience practices are optimised, showing significant cross-functional alignment and consistency. (283-423)
CX Excellence - Exemplary CX practices drive results and impact across departments, with a customer-centred culture. (424-508)
CX Innovation - CX is fully integrated and innovatively deployed across the organisation setting the standard for excellence and continuous improvement. A customer-centric organisation that habitually uses customer insight and intelligence in all areas of the business. (508-565)
How is this assessed
We will assess you against the 6 competency areas which hold varying levels of weighting as follows.
We will assess specific areas within each of the above competencies, within the self-assessment you will be asked a series of questions where you will need to respond on a scale of 'Not in place', to 'Fully Integrated'. To achieve a 'Quality Mark', and to ensure rigorous consistency, we will need to assess this and be provided with evidence to support the self assessment responses.
- Customer Insights and Understanding (22% - Max points 110)
- Customer Experience Strategy (20% - Max points 100)
- Metrics, Measurements and ROI (20% - Max points 100)
- Experience Design and Improvement (19% - Max points 95)
- Culture & Accountability (16% - Max points 80)
- Customer Centric Culture (16% - Max points 80)
We will assess specific areas within each of the above competencies, within the self-assessment you will be asked a series of questions where you will need to respond on a scale of 'Not in place', to 'Fully Integrated'. To achieve a 'Quality Mark', and to ensure rigorous consistency, we will need to assess this and be provided with evidence to support the self assessment responses.
We are here to help
Our goal is to ensure companies are aligning and continually improving, we are here to support you on this journey to CX Excellence.
We provide both training and consultancy services aligned to these competencies to help enhance your level of maturity. Assessment and Consultancy services are separated and independent of each other to ensure transparency and an ethical approach.
We provide both training and consultancy services aligned to these competencies to help enhance your level of maturity. Assessment and Consultancy services are separated and independent of each other to ensure transparency and an ethical approach.