How to use this survey
The assessment covers four key steps:
- Understanding your customers
- Defining your customer experience
- Delivering the customer experience
- Leading and sustaining it over time
For each step, five statements are offered. Simply select the number which best relates to your agreement with each statement.
10 = completely agree, 1 = don’t agree at all.
At the end of each step, you will be provided with some analysis about how well you have performed in that area, and what you should prioritise next.
On completion of the survey, you'll receive an overall summary of where you are on the journey and where you may need to focus your efforts.