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APQC/Response Design Customer-centric Quiz

The American Productivity & Quality Center (APQC) and Response Design conducted a study to define customer centricity and determine where the 51 study participants fell along a continuum from "not customer-centric" to "highly customer-centric." By taking this short quiz, you will see where you stand along the continuum of customer centricity and how you compare against the companies who participated in this study.



For the following questions, rate the extent to which the statement is true. Please answer the question using a numeral from 1 to 7. 1 = Not at all; 7 = To a great extent
1. Our company/organization defines its products/services from the customers' perspectives.
1	2	3	4	5	6	7
2. We have specific customer-care objectives in our company/organization.
1	2	3	4	5	6	7
3. The chief executive officer/president in our company/organization is a "customer champion."
1	2	3	4	5	6	7
4. It is the company's/organization's belief that strong customer relationships are essential for long-term survival.
1	2	3	4	5	6	7
5. Our company/organization translates into action its belief that "strong customer relationships are essential for long-term survival."
1	2	3	4	5	6	7
6. Our contact center takes employee satisfaction very seriously.
1	2	3	4	5	6	7
7. Employees in our contact center have everything they need to create a satisfactory customer experience (i.e., training, resources, empowerment).
1	2	3	4	5	6	7
8. Our contact center has an effective training system that continuously builds its capability to deliver its defined customers' experience.
1	2	3	4	5	6	7
9. Our company/organization has identified our target customer segments.
1	2	3	4	5	6	7
10. Our contact center delivers the appropriate level of desired service.
1	2	3	4	5	6	7
11. In our company/organization, the results of customer complaint analysis are fed back into the strategy process.
1	2	3	4	5	6	7
12. Our contact center doesn't try to second-guess what customers want; it asks them.
1	2	3	4	5	6	7
13. Cross-functional teams in our company/organization work effectively to reach shared goals.
1	2	3	4	5	6	7
14. Our formal measurement parameters are standardized across the company/organization.
1	2	3	4	5	6	7
15. Our contact center has a clear understanding of the gap between its customer-centric potential and where it actually is. It is not complacent about its performance.
1	2	3	4	5	6	7
16. Our company/organization ensures that all customer-related products and services that it purchases across departments integrate with each other.
1	2	3	4	5	6	7
17. Our company's/organization's customer-facing systems are integrated to enable a panoramic view of the customer.
1	2	3	4	5	6	7

For the following questions, please answer "yes" or "no." 18. Do your company's/organization's customer surveys ask the customers if they intend to repurchase from your company? If you do not utilize customer surveys answer "no." Yes No 19. Do your company's/organization's customer surveys ask customers if they intend to recommend your company/organization? If you do not utilize customer surveys answer "no." Yes No 20. Do your company's/organization's customer surveys ask customers if they intend to continue to do business with your company/organization? If you do not utilize customer surveys answer "no." Yes No 21. Does your company/organization have an active, internal marketing program to communicate the value of the contact center throughout it? Yes No 22. Does the contact center measure customer satisfaction? Yes No 23. Does the contact center measure employee satisfaction? Yes No

Thank you for your participation. Click the SUBMIT button to receive the results that will show you where you stand along the continuum of customer centricity and how you compare against the companies who participated in this study.