What is Custopia?
A holistic analytics platform to assess, review and increase customer centricity.
Custopia uses two measurement methods to provide a holistic view of the degree of customer centricity. The degree of internal customer centricity is measured with the Customer Centricity Score (CC-Score) and the experienced customer centricity from the outside with the Customer Impact Score (CI-Score). Custopia thus enables a 360-degree view of customer centricity and shows companies specific potential for improvement.
The CC score is an empirically derived indicator. It maps the degree of customer centricity of a company. Fifteen empirically derived factors of internal customer centricity form the basis for determining the CC score: they assess the customer centricity of an organization from the perspective of its employees. The factors are logically assigned to the three topic groups Leadership, Collaboration and Implementation.
The CC score is an empirically derived indicator. It externally evaluates the degree of customer centricity of a company. The fifteen empirically derived criteria of perceived customer centricity form the basis for determining the CI score: they indicate how customer-centric an organization is from the customer's perspective. The factors are logically assigned to the three topic groups of functionality, individuality and emotionality. Customers rate 15 items in the three dimensions using an online survey. The assessment can also be distributed to touchpoints and only carried out in small tranches, after which the results are consolidated.
Conducting an evaluation with CC- or CI-Score is straightforward and simple. A well-coordinated team accompanies you from the first contact, to the delivery of the report, to the development of measures to increase customer centricity. Depending on the company, the initial situation or the current need, both or only one score can be collected.
Custopia can be used to determine the maturity level of a company's customer centricity. The levels range from level 0 (Ignorance) to level 6 (Centering)).