Plan
CX maturity assessment
A maturity assessment tells you where your CX capability stands and what to build next. We score six areas, from strategy and ownership to how feedback is gathered, understood and acted on, then turn the gaps into a short list of priorities.
When it helps
Signs you need this.
- You're writing a CX strategy and need a baseline.
- A new head of CX wants an objective starting point.
- You're asking for investment and need to show where it will go.
- Parts of the organisation are well ahead of others, and you want to see the spread.
How we do it
How a maturity assessment runs.
Framework
We confirm the six areas and five levels fit your organisation, and adapt the wording where needed so the scores mean something inside it.
Evidence
We combine a structured questionnaire, stakeholder interviews and a review of programme materials.
Scoring
We score each area and show the reasoning, including where teams see things differently.
Workshop
We take your leaders through the findings and agree which gaps matter most.
Plan
We turn the priorities into near-term and longer-term actions.
The model
Six areas, five levels.
We score each area from ad hoc to leading, using interviews, a short questionnaire and your programme materials. The detailed descriptions for each level come with the assessment.
- Level 1Ad hoc
- Level 2Developing
- Level 3Defined
- Level 4Managed
- Level 5Leading
Strategy and ownership
Who owns customer experience, and what it's for.
Listen
How feedback is gathered, and from whom.
Understand
How feedback becomes insight people use.
Act
How issues are followed up and causes fixed.
People and culture
Who takes part, and how they're supported.
Value
How experience is linked to financial results.
What you get
What you have at the end.
- A scored baseline by area, with the evidence behind each score
- A view of the spread across business units or markets
- The gaps that matter most, in order
- An action plan across two horizons
- A repeatable method, so you can measure again later
Your part
What we need from you.
- A list of the people to survey and interview
- Programme materials for the areas in scope
- A sponsor to attend the workshop
- Agreement on any changes to the model before scoring starts
Questions
Questions you may have.
Which maturity model do you use?
Our own, shown on this page: six areas, each scored on five levels from ad hoc to leading. If your organisation already uses a recognised industry model, we assess against that instead.
How is this different from a programme review?
A review examines one programme in detail. A maturity assessment looks at the organisation's overall capability. They work well together. If you need fixes quickly, start with the review.
Who should take part?
The people who run the programme and a sample of the people who use it, across functions and levels. Views from outside the CX team are the most useful.
Related
Related services.
Programme review and recovery
An audit of what you run today, with ranked recommendations and a plan to act on them.
Read moreGovernance and centre of excellence
Who decides, who acts and the standards every team follows.
Read moreProgramme design
Goals, measures, touchpoints, roadmap and ownership, written down in one blueprint.
Read more
Next step
Tell us where your programme is.
The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.