Customer Excellence Assessment

Progress 10%

Hi there stranger! My name is Jan. What’s your name?

First Name

Last Name

Progress 20%

Nice to meet you, !
Before we start with the assessment, I need to know a bit more about your organisation.

What is the name of your organisation?

What is your role within the organisation?

Do you interact directly with customers in your day-to-day job?

Yes No

How many employees work at your organisation?

1 to 49 50 to 199 200 to 499 500 to 1999 2000 to 4999 5000 or more

Which category best defines your organisation’s primary industry?

Construction Education and training Electricity, gas, water and waste services Financial and insurance services Health care and social assistance Information media and telecommunications Manufacturing Professional, scientific and technical services Public, non-profit Rental, hiring and real estate services Retail Transport, postal and warehousing Other

Progress 30%

Thank you, ! I got all the basic info I need, let's start with the assessment.

DESIGN: Let's talk about the way you involve your customer when developing, improving or evaluating specific products or services.

Don't know

Never

Seldom

Sometimes

Often

You involve customers in the optimalisation of existing services or products

Don't know Never Seldom Sometimes Often

You involve customers in the design process of new products or services

Don't know Never Seldom Sometimes Often

You use different customer profiles to map your customer journey

Don't know Never Seldom Sometimes Often

Your internal (back-office) processes support an excellent customer experience

Don't know Never Seldom Sometimes Often

Progress 50%

RESEARCH & MEASUREMENT: Understanding your customer's current and future expectations is key to any customer-focused organisation. Translating this research into concrete and actionable metrics will allow you to monitor and improve your Customer Experience initiatives.

Don't know

Never

Seldom

Sometimes

Often

You capture customer feedback about their experience with your company (e.g., feedback received via social media channels, via Customer Service, ….)

Don't know Never Seldom Sometimes Often

Based on research (quantitative and/or qualitative e.g., data insights, smileys in stores, surveys… ), you investigate in a structural manner the experience of your clients

Don't know Never Seldom Sometimes Often

You analyse customer insights to identify key customer pain points and opportunities

Don't know Never Seldom Sometimes Often

You set customer focused KPI within your business line (NPS score, customer satisfaction scores, CSAT, track customer retention,…)

Don't know Never Seldom Sometimes Often

Progress 70%

CULTURE: The level to which all employees - customer facing and non-customer facing – focus on the customer in their activities is key to the success of any customer-centric organisation.

Don't know

Strongly Disagree

Disagree

Agree

Strongly Agree

In your company, the customer has the highest priority, no matter in what team or business line

Don't know Strongly Disagree Disagree Agree Strongly Agree

In your company, you offer a smooth customer experience, across channels and departments

Don't know Strongly Disagree Disagree Agree Strongly Agree

In your company, you train all our employees to have a customer focused mindset

Don't know Strongly Disagree Disagree Agree Strongly Agree

In your company, customer insights are shared across the company

Don't know Strongly Disagree Disagree Agree Strongly Agree

Progress 80%

STRATEGY: Translating the corporate vision, mission and strategy towards a clear Customer Experience strategy and strategy execution.

Don't know

Strongly Disagree

Disagree

Agree

Strongly Agree

Your company is an example of a customer-focused organisation

Don't know Strongly Disagree Disagree Agree Strongly Agree

Customer experience (CX) is integrated in your strategy, vision and values

Don't know Strongly Disagree Disagree Agree Strongly Agree

Your company maintains a project portfolio of customer experience improvement initiatives

Don't know Strongly Disagree Disagree Agree Strongly Agree

Everyone in the organisation (management, team, individuals) have CX targets

Don't know Strongly Disagree Disagree Agree Strongly Agree

Overall Score

Design Score

R&M Score

Culture Score

Strategy Score

Progress 100%

Well done, ! I'm calculating your assessment scores. I will send you the results shortly. What email address can I use?

Email Make sure you enter a valid email address.

Would you like to share your telephone number in case we would like to contact you by phone about the assessment?

Can we contact you to discuss the results of the self-assessment?

Yes, you can contact me to discuss my results.

Can I add you to the BDO Belgium mailing list, ? You're able to change this preference at any time.

Yes, keep me informed about BDO events & services. I accept the BDO Privacy Statement.

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