ORI Customer Experience Assessment: From Data to Delivery
As an Association Executive, your revenue comes from both members and increasingly non-member customers. Use this assessment to better understand where your organization stands with respect to Customer Experience – ranging from the quality of the data you have about your customers through to how you use data-informed insights to strengthen engagement.
Instructions: Print this page and use the scale below to indicate how each statement applies to your organization. Be sure to evaluate the statements honestly and without over-thinking your answers. For purposes of this assessment, the word “customer” covers member and non-member customers of your organization.
3=Agree 2=Neutral 1=Disagree
In the past year:
____ 1. We adjusted our product or service action plan based on customer and/or member feedback.
____ 2. Our Executive Team tracked critical customer statistics that are known to be accurate.
____ 3. Our employees – of all levels – made suggestions regularly on improving the value we provide to customers on a daily basis.
____ 4. We had data management protocols in place to ensure our data was clean, complete and readily accessible.
____ 5. We had easy access to key indicators about customer behavior regardless of the fact the data required is stored in disparate databases.
____ 6. Each member of our team knew the importance of member engagement and the impact they had on it.
____ 7. Research based customer insights strengthened our outcomes, either from a mission or financial perspective.
____ 8. We adjusted quickly to new customer insights with modifications to services and offerings.
____ 9. We had easy access to high quality data providing a complete picture of our customer’s behavioral patterns and preferences.
Scoring:
Combine your scores for the nine statements as indicated below.
CX Challenge 1:Data Integrity – High Quality Complete Data |
CX Challenge 2:Translating Data into Actionable Insights |
CX Challenge 3:Proactive Team Change based on Insights |
| Statement 2 ____ | Statement 1 ____ | Statement 3 ____ |
| Statement 4 ____ | Statement 5 ____ | Statement 6 ____ |
| Statement 9 ____ | Statement 7 ____ | Statement 8 ____ |
| TOTAL: ____ High score= high quality reliable data |
TOTAL: ____ High score= Accessible data regularly used to inform decision making |
TOTAL: ____ High score= Engaged workforce flexibly adjusting to changing customer needs |
A challenge score of 8 or 9 indicates that this aspect of CX is well-addressed in your organization.
A challenge score of 6 or 7 indicates that there could be a CX problem that requires follow up.
A challenge score of 3 to 5 indicates a CX issue that needs attention.
If you would like to learn more, we’d be happy to chat. No obligation, just fresh insight. Please contact Lesley Boucher at Lesley.Boucher@oriresults.com, or call 240-381-7287