Customer Experience Assessments

CX Sparks: Guides For Compelling Customer Experience DiscussionsTemkin Group has developed a number of CX assessments that you can use to evaluate the effectiveness of your organization so that you can target areas of weakness that you most need to improve. Just click on the icons below to download a document (.pdf) that provides an overvoew of the content area as well as the multi-question assessment tool. 


CX Competency & Maturity Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity. You can also complete this assessment online, and receive tailored set of recommendations and resources.

Employee Engagement Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

Voice of the Customer Program Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

CX Metrics Program Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

Compelling Brand Values Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

Customer Connectedness Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

Activating Executives Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.

CX Organizational Assessment

CX Sparks: Guides For Compelling Customer Experience Discussions

Organizations don’t become customer-centric overnight. Temkin Group’s research shows they evolve through six different stages of customer experience (CX) maturity as they gradually master four customer experience core competencies. Temkin Group’s CX Competency & Maturity Assessment allows organizations to gauge how they are performing in each of the four core competencies and identify where their CX program falls along six stages of organizational CX maturity.


How to Use These Assessments

You can use these tools in a number of ways:

  • Self-assessment. Take the assessment yourself and identify the strengths and weaknesses of your organization’s efforts.
  • Group discussion. Use the assessment in a group exercise. After each individual completes it, discuss the strengths and weaknesses identified, as well as the areas of agreement and disagreement in the results. Pay particular attention to differences in highest and lowest performing areas. This may uncover isolated best practices to share across the organization to help struggling areas improve.
  • Action planning. Develop plans for making progress towards improvement. You can refer to additional Temkin Group resources and relevant content at cxresources.com to identify improvement and innovation opportunities and gain access to videos, ebooks, discussion guides, and infographics to share across your organization.
  • Progress tracking. Repeat the assessment every six months to track your progress.
  • Benchmarking your results. For many of the assessments, you can compare your results to data about other companies that is provided in various Temkin Group research reports.