CX Assessment

Our CX Assessments are based on the core CXPA competencies. 

• Customer Insights and Understanding
• Customer Experience Strategy
• Metrics, Measurement, and ROI
• Experience Design and Improvement
• Culture and Accountability
• Customer-Centric Culture

The Assessment Journey

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 7 competency areas which hold varying levels of weighting as follows.

• 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)

Continuing your journey

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.