Customer Experience Quick Scan

Discover your company’s maturity and get tips on how to step up your customer experience efforts

Personalized customer experience is the new battleground. Since we entered the fourth industrial revolution, the rules of the game have changed. This new era comes with a hyper-competitive marketplace where customers are in the driver’s seat. As customers are accustomed to having access to everything they want at the tap of a button, expectations have risen and are higher than ever before. In order to remain competitive, companies will have to invest in personalized customer experience as it is becoming a key differentiator and driver for growth.

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* 1. We will send you the result of the test by email. Please fill in your name and email address to receive your score and to find out how to outperform peers.

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* 2. Which of the following options applies to your situation when it comes to reporting?

We don’t measure customer satisfaction

We measure customer satisfaction. We are measuring at least one of the following: customer satisfaction, Net Promoter Score, churn rate, customer effort score...

We measure customer satisfaction and are able to follow up on it using real-time monitoring

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* 3. Which of the following options applies to your situation when it comes to culture?

There is a team responsible for the measurement of customer satisfaction, but the results are not (always) shared across departments

We regularly report on customer satisfaction metrics at board meetings and board members understand the importance of these metrics, but we don’t allocate resources to customer experience specifically

We regularly report on customer satisfaction metrics to the management team customer experience

Customer experience is at the center of our strategy. There is a cross-department dedicated team that constantly improves the customer experience

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* 4. Which of the following options applies to your situation when it comes to the effectiveness of data-driven decision-making?

Our data (company wide) is not yet fully accessible or comprehensive to inform all marketing activities

Although our data is accessible, acting on it requires unplanned, additional time and ad-hoc resources

Our data is available in real time and there is a dedicated team that performs analysis. Based on the outcomes, we are able to consistently make informed, data-driven decisions

We are able to use our data to predict outcomes and discover opportunities through artificial intelligence and/or machine learning

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* 5. Which of the following options applies to your situation when it comes to being customer-centric?

We almost never gather customer insights

Several times a year, we conduct surveys and interviews to gain insights and we adapt the product/service/customer journey/… as much as we can

On an automated and continuous basis, we collect customer insights and we adapt our offering accordingly

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* 6. Which of the following options applies to your situation when it comes to segmentation?

We don’t segment our audience

We segment our audience mainly based on socio-demographics

We segment our audience based on their needs

We segment our audience based on behavioral data

We segment our audience based on advanced statistical techniques (for example: predictive analysis using machine learning)

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* 7. Which of the following options applies to your situation when it comes to content?

We use the same content for any audience

We adapt our content to our customer segments

We personalize our messages based on some customer data (e.g. name or interests)

We personalize the customer journey and content (offline and/or online) based on visitor's behavior and history

We personalize the customer journey and content (offline and/or online) based on visitor's data, behavior, history & contextual data using AI

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* 8. Which of the following options applies to your situation when it comes to customer journey mapping?

We haven’t identified our customer touchpoints

We have mapped our customer touchpoints

We have identified the key customer touchpoints and we know the customer pain points

We have mapped every customer touchpoint, we know the pain points, and we calculate the contribution of each touchpoint to the overall customer experience to improve our offering

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* 9. Which of the following options apples to your situation when it comes to omnichannel optimization?

Our customer experience is not consistent across all channels

All touchpoints are connected and integrated across channels

We exploit cross-channel synergies and create a consistent experience across channels