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OPTUMINE

ORGANIZATIONAL ASSESSMENT

Where is your organization in its evolution to becoming customer-centric?

Take the assessment to understand where your organization is in its journey and what steps it can take to move forward. All responses are confidential. As a thank you for completing the assessment you can schedule a free 30 minute consultation with one of our partners to discuss your results in detail.

Customer-Centricity Assessment

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STRATEGY

1.) To what degree is customer-centricity a core value or objective of the organization? *

Not a core value or objective

Stated as a core value or objective but there is no top level programs or support to act upon it

Stated as a core value or objective with top level programs to act upon it but there is not clear alignment in terms of business units/divisions and incentives or rewards

Stated as a core value or objective with top level programs to act upon with alignment in terms of business units but not corresponding incentives or rewards

Stated as a core value or objective with top level programs to act upon with corresponding incentives or rewards but no alignment across business units

Stated as a core value or objective with top level programs to act upon with alignment across business units and corresponding incentives and rewards

2.) Is there an organization-wide process for strategic planning across business units, products, services and channels that is driven in part by customer insight? *

No standard organization-wide process

Standard process for planning but does not address reconciling product, channel and customer based planning.

Standard process defined and implemented for one of the following – product, channel or customer based planning.

Standard process defined and implemented for two of the following – product, channel or customer based planning.

Standard process defined and implemented for all three of the following – product, channel and customer based planning.

Product, channel and customer planning imbedded in standard annual planning, objective setting and budgeting process for the organization as a whole.

3.) How is customer feedback/input about products, services and programs collected and acted upon? *

No emphasis or formal process

Collect feedback only pre or post purchase/service/program.

Collect feedback pre and post purchase/service/program.

Collect feedback pre, during and post purchase/service/program.

Collect feedback pre, during and post with a process in place to act upon it.

Collect feedback pre, during and post with a process in place to act upon it in real-time.

If you are human, leave this field blank.

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