Obstacles to Customer Centricity Survey

Customer centricity is a journey more than it is a destination! This short survey looks into the obstacles and hindrances that companies face on that journey.

Please can you express your level of agreement with the following 10 statements that may or may not relate to your current issues when it comes to customer centricity?

	Completely disagree	Somewhat disagree	Neither agree nor disagree	Somewhat agree	Completely agree
My company's customer programmes often get stalled, delayed or dropped before they fully deliver	My company's customer programmes often get stalled, delayed or dropped before they fully deliver Completely disagree	My company's customer programmes often get stalled, delayed or dropped before they fully deliver Somewhat disagree	My company's customer programmes often get stalled, delayed or dropped before they fully deliver Neither agree nor disagree	My company's customer programmes often get stalled, delayed or dropped before they fully deliver Somewhat agree	My company's customer programmes often get stalled, delayed or dropped before they fully deliver Completely agree
My company has too much of a “numbers focus” on product sales, not the customers who buy them	My company has too much of a “numbers focus” on product sales, not the customers who buy them Completely disagree	My company has too much of a “numbers focus” on product sales, not the customers who buy them Somewhat disagree	My company has too much of a “numbers focus” on product sales, not the customers who buy them Neither agree nor disagree	My company has too much of a “numbers focus” on product sales, not the customers who buy them Somewhat agree	My company has too much of a “numbers focus” on product sales, not the customers who buy them Completely agree
My company has constant changes in strategy and turnover of senior sponsors	My company has constant changes in strategy and turnover of senior sponsors Completely disagree	My company has constant changes in strategy and turnover of senior sponsors Somewhat disagree	My company has constant changes in strategy and turnover of senior sponsors Neither agree nor disagree	My company has constant changes in strategy and turnover of senior sponsors Somewhat agree	My company has constant changes in strategy and turnover of senior sponsors Completely agree
My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities	My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Completely disagree	My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Somewhat disagree	My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Neither agree nor disagree	My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Somewhat agree	My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Completely agree
My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business	My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Completely disagree	My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Somewhat disagree	My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Neither agree nor disagree	My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Somewhat agree	My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Completely agree
My company has an over-reliance on IT to deliver change, with consequent poor people engagement	My company has an over-reliance on IT to deliver change, with consequent poor people engagement Completely disagree	My company has an over-reliance on IT to deliver change, with consequent poor people engagement Somewhat disagree	My company has an over-reliance on IT to deliver change, with consequent poor people engagement Neither agree nor disagree	My company has an over-reliance on IT to deliver change, with consequent poor people engagement Somewhat agree	My company has an over-reliance on IT to deliver change, with consequent poor people engagement Completely agree
My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers	My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Completely disagree	My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Somewhat disagree	My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Neither agree nor disagree	My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Somewhat agree	My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Completely agree
My company hasn’t mapped the multi-channel customer journey or isn’t managing it well	My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Completely disagree	My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Somewhat disagree	My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Neither agree nor disagree	My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Somewhat agree	My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Completely agree
My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively	My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Completely disagree	My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Somewhat disagree	My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Neither agree nor disagree	My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Somewhat agree	My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Completely agree
My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors	My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Completely disagree	My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Somewhat disagree	My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Neither agree nor disagree	My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Somewhat agree	My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Completely agree

Completely disagree

Somewhat disagree

Neither agree nor disagree

Somewhat agree

Completely agree

My company's customer programmes often get stalled, delayed or dropped before they fully deliver

My company's customer programmes often get stalled, delayed or dropped before they fully deliver Completely disagree

My company's customer programmes often get stalled, delayed or dropped before they fully deliver Somewhat disagree

My company's customer programmes often get stalled, delayed or dropped before they fully deliver Neither agree nor disagree

My company's customer programmes often get stalled, delayed or dropped before they fully deliver Somewhat agree

My company's customer programmes often get stalled, delayed or dropped before they fully deliver Completely agree

My company has too much of a “numbers focus” on product sales, not the customers who buy them

My company has too much of a “numbers focus” on product sales, not the customers who buy them Completely disagree

My company has too much of a “numbers focus” on product sales, not the customers who buy them Somewhat disagree

My company has too much of a “numbers focus” on product sales, not the customers who buy them Neither agree nor disagree

My company has too much of a “numbers focus” on product sales, not the customers who buy them Somewhat agree

My company has too much of a “numbers focus” on product sales, not the customers who buy them Completely agree

My company has constant changes in strategy and turnover of senior sponsors

My company has constant changes in strategy and turnover of senior sponsors Completely disagree

My company has constant changes in strategy and turnover of senior sponsors Somewhat disagree

My company has constant changes in strategy and turnover of senior sponsors Neither agree nor disagree

My company has constant changes in strategy and turnover of senior sponsors Somewhat agree

My company has constant changes in strategy and turnover of senior sponsors Completely agree

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Completely disagree

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Somewhat disagree

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Neither agree nor disagree

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Somewhat agree

My company isn’t clear about which markets / sectors to target & develop; we waste effort on off-target opportunities Completely agree

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Completely disagree

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Somewhat disagree

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Neither agree nor disagree

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Somewhat agree

My company is organised in silos; customer programmes are championed by functions so find it hard to influence other parts of the business Completely agree

My company has an over-reliance on IT to deliver change, with consequent poor people engagement

My company has an over-reliance on IT to deliver change, with consequent poor people engagement Completely disagree

My company has an over-reliance on IT to deliver change, with consequent poor people engagement Somewhat disagree

My company has an over-reliance on IT to deliver change, with consequent poor people engagement Neither agree nor disagree

My company has an over-reliance on IT to deliver change, with consequent poor people engagement Somewhat agree

My company has an over-reliance on IT to deliver change, with consequent poor people engagement Completely agree

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Completely disagree

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Somewhat disagree

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Neither agree nor disagree

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Somewhat agree

My company is being left behind in the digital / social / AI revolution and vs. the digital sophistication of our customers Completely agree

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Completely disagree

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Somewhat disagree

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Neither agree nor disagree

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Somewhat agree

My company hasn’t mapped the multi-channel customer journey or isn’t managing it well Completely agree

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Completely disagree

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Somewhat disagree

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Neither agree nor disagree

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Somewhat agree

My company has IT tools, capabilities or infrastructure that are either out-of-date or not being used effectively Completely agree

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Completely disagree

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Somewhat disagree

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Neither agree nor disagree

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Somewhat agree

My company hires & develops staff for technical skills rather than attitude & broader commercial ability to be trusted advisors Completely agree

Obstacles to Customer Centricity

What's hindering you?

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* 1. Please register how much you agree with each statement that describes a common issue that businesses face, from completely disagree to completely agree:

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* 2. Would you describe your company as (tick any that apply):

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* 3. In what country are you based?

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* 4. Please add comments if you wish to:

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* 5. Please leave your name and email address if you would like us to contact you regarding the solutions to any of these issues