Over 100,000 employees have already completed the COS COMPANY diagnostic.
The COS COMPANY diagnosis: a scientific measure of customer orientation
The COS COMPANY diagnostic is a scientific measurement of an organization’s customer orientation. It provides a highly detailed assessment of both the role of the customer in internal processes. Additionally, it assesses the level of customer orientation among all employees.
A mixed and rigorous methodology
The methodology, a mix of quantitative and qualitative approaches, is based on an online questionnaire. This questionnaire is 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. This allows for 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. Consequently, they will deliver a strong customer experience (a “wow XP!”). In other words, customer culture aligns internal behaviors with customer expectations. This alignment strengthens 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. This program 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. It is used for measuring customer orientation.