self assessment

Is your organisation built around what customers value — or still built around what you sell?

Customer-centricity isn't a switch you flip. It's a progression — and most organisations sit somewhere between reacting to customers and shaping what they expect next. Based on the Ascent Model from our book, Single-Minded, rate five statements about how your organisation actually operates. Think of a real, recent example for each one before you answer.

We treat retention and loyalty as seriously as new sales — for example, retention is a standing item in leadership reviews, not an afterthought.

Our marketing and communication show a real understanding of what customers value — for example, our last major campaign led with a customer outcome, not a product feature.

We use real customer insight, not just internal assumptions, to guide decisions — for example, our last significant strategic decision shifted direction because of customer feedback.

Customers get the same standard of experience no matter which part of our organisation they deal with — for example, when one team hears about a problem, it's normal practice for other teams to act on it too, not the exception.

Our product development is driven by customer needs, not just internal roadmap ideas — for example, customer input is a regular input to what we decide to build, not something that occasionally breaks through.

Your result

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