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CX PI Organizational Self-Assessment
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 How likely it is that customers will do specific things (recommend, rebuy, etc.)
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How our solutions and interactions affect them
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How well we manage transactions
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How well we manage our relationship
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What goal our solution is achieving in their life/business
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What our solution interfaces with (types of people, hard/software, etc.
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What they want us to keep doing, stop doing, start doing
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We resolve customer issues as they contact us
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It guides customer acquisition efforts
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It's the basis for employee performance management and development
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It guides our engagement of customers
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It guides our design of touch-points
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It's the basis for solution development, stage gates, and launches
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It guides corrective actions that benefit all customers
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It guides preventive actions that benefit all customers
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It's the basis for employee selection and succession
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It guides our business priorities, policies, structure, and processes
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It guides daily decisions and handoffs of all work groups in our ecosystem
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Surveys after interactions
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Surveys every X months
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User groups or advisory boards
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Communities (online or other) or panels
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Social media or other word-of-mouth
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Customer-facing employees or executive listening or informal interactions
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Qualitative research (ethnography, etc.)
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Operational data (apps, website, Internet, ERP, CRM, barcodes, etc.)
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Text mining or voice mining or video mining
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Stratified random sampling
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Journey mapping
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Process mapping, service blueprints, value stream mapping, etc.
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Human-centered design or user experience design
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Digitalization
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Quick wins
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Predictive analytics or finding patterns in customer data
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Customer Success team or customer lifecycle management
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Customer Service (tech support, account support, self-service)
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Loyalty programs or experiential marketing
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Customized offerings and treatment for each customer persona
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Communicating with them about issues discovered in surveys (aka inner loop)
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Communicating with them about resolution of prevalent issues (aka outer loop)
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Reducing business operational silos (unifying data, systems, channels, processes, organizations)
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Reducing business execution silos (unifying assumptions, vision, goals, metrics, handoffs)
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CX champions in business units
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Employee recognition based on CX criteria
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Sharing VoC with all work groups in your company's ecosystem
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Agile practices (iterative use of CX insights during development)
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Tolerance of risks and disruptive ideas
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Accountability for follow-through on CX efforts
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Stakeholder analysis to regularly reduce resistance and increase buy-in
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Tailoring VoC reports or presentations to each work group's interests and accountabilities
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Workshops regularly to increase creative application of customer insights
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Workshops regularly to increase permanent resolution of customer issues
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Encouraging cross-functional collaboration for customer well-being
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CX council or steering committee focused on improving customer-centric culture or silo smoothing
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Using CX insights as a primary input to strategic planning, strategic pillars, and C-suite decisions
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Reporting CX performance criteria and progress to Board of Directors and investors
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Operational metrics, such as FCR, AHT, etc.
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Financial metrics, such as churn, CAC, MRR, etc.
1
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Our organization improves CX performance by reporting this
Not Much
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Somewhat
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Return on investment, payback period, etc.
1
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Not Much
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Somewhat
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Very Much
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Customer engagement metrics
1
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Somewhat
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Very Much
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Indexes, such as NPS, Effort Score, Health Score, etc.
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Averages, median, mode, or standard deviation
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Confidence interval, statistical significance, validity, or reliability
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Very Much
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Top box and bottom box percentages
1
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Very Much
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Correlation analysis or key driver analysis
1
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Pareto analysis
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5 why's or similar root cause analysis
1
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Workflow metrics monitoring root causes of poor experience
1
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Not Much
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Somewhat
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Very Much
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Lifetime value
1
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Very Much
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Benchmarking
1
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Very Much
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Internal customer satisfaction
1
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Not Much
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Somewhat
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Very Much
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Percent of work groups with active CX action plans and percent showing progress
1
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Not Much
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Somewhat
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Very Much
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Performance below and above customer specifications or your brand promises
1
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Not Much
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Somewhat
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Very Much
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Continue
12345
%%QUESTIONANSWERS%%
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
round(((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)+(Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)+(Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)+(Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73))*0.265)
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
Skip Opt-in
Insert Video
Where can we email you the results?

Let's Get Started
Your data is never shared.
Your Organization has World Class CX PI
1
Insert Video
This means you're embedding CX criteria in how your business is run.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100


How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]
Your Organization has Advanced CX PI
1
Insert Video
This means you're aligning to CX priorities in how your business is run.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100


How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]
Your Organization has Profiicient CX PI
1
Insert Video
This means you're operationalizing CXM with programs people expect.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100


How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]
Your Organization has Intermediate CX PI
1
Insert Video
This means you're mobilizing CXM: using popular CX practices.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100


How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]
Your Organization has Basic CX PI
1
Insert Video
This means you're using popular CX practices.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100



How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]
Your Organization has Beginner CX PI
1
Insert Video
This means you're getting started with popular CX practices.

Top Maturity Level 5: Embedding CX:
round(((Q6+Q15+Q17+Q27+Q41+Q42+Q48+Q53+Q54+Q55+Q56+Q69+Q72+Q73)*1.298)/2)
/100

Level 4 Aligning to CX:
round((Q5+Q7+Q14+Q16+Q18+Q24+Q25+Q28+Q38+Q40+Q46+Q49+Q50+Q51+Q52+Q66+Q67+Q68+Q71)/2)
/100

Level 3 Operationalizing CXM:
round((Q2+Q4+Q10+Q12+Q13+Q20+Q26+Q30+Q32+Q34+Q35+Q39+Q43+Q45+Q47+Q58+Q59+Q63+Q64+Q65)/2)
/100

Level 2 Mobilizing CXM:
round((Q1+Q3+Q8+Q10+Q11+Q19+Q21+Q22+Q23+Q29+Q31+Q33+Q36+Q37+Q44+Q57+Q60+Q61+Q62+Q70)/2)
/100


How can CX PI help you outpace your industry's CX and growth?

Click "Next Steps"

Next Steps
%%CATEGORY_TOTAL_PERCENT%%
%%CATEGORY_TOTAL_NUMBER%%
[CATEGORY_TOTAL_PERCENT]
[CATEGORY_ONLY_PERCENT]
[CATEGORY_TOTAL_NUMBER]

Thanks, %%FIRST_NAME%%, 👏 for all you're doing in CX & EX to make our world nicer! 🎉

Retake

YOUR TOTAL POINTS
0

Congrats! You have earned 0 point(s) by completing this quiz.