COS
NEWS
The COS COMPANY diagnostic is a scientific measurement of an organization’s customer orientation, providing a highly detailed assessment of both the role of the customer in internal processes and the level of customer orientation among all employees.
The methodology, a mix of quantitative and qualitative approaches, is based on an online questionnaire enriched with focus groups and individual interviews.
All the collected data is analyzed across three fundamental pillars of customer culture: managerial drive, customer connection, and autonomy level. This analysis highlights all the mechanisms that contribute to or hinder customer culture. The data is then benchmarked against the best practices in each of the seven sectors considered (a comparison across all dimensions).
This diagnostic is much more than a simple evaluation tool; it is a strategic guide for identifying and prioritizing operational actions to enhance the organization’s customer culture. By spreading, or even infusing, this customer culture, both collective and individual attitudes will evolve to deliver a strong customer experience (a “wow XP!”). In other words, customer culture aligns internal behaviors with customer expectations, thereby strengthening customer satisfaction.
With each wave conducted, we even measure progress and the impact of the action plans implemented after the previous wave.
The COS COMPANY diagnostic lays the foundation for a genuine cultural transformation program that enables the organization to profoundly reshape the mindset of managers and employees.
With over 100,000 employee responses since its launch, the COS COMPANY diagnostic has become the only truly scientific and fully operational tool for measuring customer orientation.