CI-Score: measuring customer centricity from the customers’ perspective
Customer Metrics helps customers to discover how customer-centered they are and in which aspects there’s still some room for improvement.
Customer Metrics helps customers to discover how customer-centered they are and in which aspects there’s still some room for improvement. In addition to the CC-Score which reflects employees’ internal perspective of how customer-centered their company is, the Customer Impact Score (CI-Score) examines the external perspective and measures how effective one’s actual customers perceive this to be. Custopia, the platform which comprehensively rates companies’ customer centricity, includes both scores.
The CI-Score uses 15 questions to illustrate the level of customer centricity in the following dimensions: functionality, individuality and emotionality. However, it also assesses how authentic a company is, and provides an answer to the question of whether it is able to enthuse its customers.
The survey is conducted online: in the case of the CI-Score, customers visit Custopia’s website, look for the company they’d like to assess, and in just a few minutes give their opinion of how customer-centered the respective business is. In addition to providing valuable feedback for companies, this benefits potential customers who (thanks to Custopia) can gain an impression of a given company and indirectly contribute to its further development.
Customer Metrics supports companies from the very first contact right through to submitting the report and developing measures to increase customer centricity. The Dashboard Customer Centricity Hub (CC-Hub) from Custopia therefore not only illustrates how customer-centered companies are, but also supports them in drawing the right conclusions from the ratings and initiating appropriate measures for the future.