TribeCX

TribeCX

Progress

Just takes a few minutes to complete.

An immediate overview.

Your free report in seconds. 

You're one step closer to understanding how well you're connecting to your customers right now. 

All you have to do is answer the following questions as objectively as you can. When you’ve finished, you’ll be able to download an overview report. We’ll then send you the expanded report by email, shortly after completion.

If there are any other areas you’d like us to cover, please let us know. We’d love to hear from you.

And don’t worry; we store all of your data securely and we’d never disclose your company name to anyone unless you ask us to.

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6 3 1 0
Absolutely Yes, mostly Kind of Not at all
It`s based on an understanding that CX drives loyalty, keeps customers and helps the business to grow *
It clearly defines our service promise and is something our customers and employees really buy into *
It connects CX with every aspect of our business; brand promise, marketing, sales, service and company values *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
It makes the heart and soul of the organisation clear and easy for employees and customers to get to grips with *
It follows a thorough CX strategy and it covers our vision, mission, goals and roadmap *
It makes a real difference to our service delivery, standards and processes for our customers and employees *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We use storytelling, pictures, maps and testimonials to get people inspired about CX *
We rely on a senior executive leader to represent the customer and make sure we make CX-motivated decisions *
We see CX as something that`s at the heart of everyone`s job, not just a task on the to-do list *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We know what matters to our customers and what matters to us *
We use CX Return on Investment (ROI) and other measurements to keep track of how we`re doing *
We target customers based on their demographic and how much they`ll spend with us *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We know what makes or breaks our brand promise at every touch-point *
We make sure our brand is consistent across every channel *
We`re clear about who our customers are and visualise their journeys *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We give each customer a unique ID that we use across all company data *
We give our frontline employees the tools to record and use customer data and insights *
We make every interaction really personal, whether that`s online, on the phone or in person *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We choose our people based on their attitude and how well they fit our culture. Then we train them up *
We make sure our leaders inspire, mentor and coach our employees to be more customer-centric *
We encourage our employees to make CX part of their professional and personal goals *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
Our leadership leads by example and sets the tone for CX all the way from the top *
We care for our employees and make sure our leaders value and celebrate their achievements *
We look at their performance along with customer feedback, and reward and recognise our employees for their good work *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We let our employees take ownership of their work and see things through to the end *
We encourage people from different functions to work together and make it part of our overall goal *
We help employees to take care of themselves: physically, mentally, emotionally and spiritually *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We encourage our employees to put themselves in our customer`s shoes, pay attention and try to make a connection when they speak to them *
We collect and analyse customer feedback and insights from our employees, mystery shoppers and social media *
We continually measure how we do using customer metrics like satisfaction, effort and Net Promoter Score (NPS) *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We base our big picture on lots of different insights including needs, attitudes, advocacy, market share and benchmarking *
We see measuring our CX as the key to becoming more customer-centric and transforming our organisation *
We encourage and empower our employees to show empathy and engage customers in a more personal way *
6 3 1 0
Absolutely Yes, mostly Kind of Not at all
We promote service-design thinking, co-creation and testing to constantly fix and improve employee and customer experiences *
We encourage our employees to embrace change, challenge the status quo and look for ways to make things better *
We listen, respect and respond to the voice of the customer, from complaints to compliments, across the whole organisation *

Dear

Thank you for taking the time to complete our Customer Experience Competency Assessment.

You may have already downloaded your overview report page. The expanded version of this report containing your absolute performance as well as your performance against our TribeCX benchmark will be emailed to the email address you provided us within the next 48 hours.

Meanwhile if you have any feedback and be part of the TribeCX community, please connect with us through

Email: penny.couchman@tribecx.com