The MRI is an organisation wide customer-centric culture assessment i.e. how employees completing the assessment see the business from their perspective, shared knowledge, organizational behaviors and experiences in all departments.
Different areas of the organization will have strengths in certain disciplines while others will not. For example, the area of future competitors and peripheral vision may normally be the focus of senior managers, but should be shared across the entire business. When this is not shared there is typically less strategic alignment.
Great insights can come from employees deep within the business and the MRI will often bring this out through the verbatim comments.
The MRI is not just about the score, it is about the potential opportunity to improve the company’s customer centricity. It creates focus on what is important and what can be strengthened. By doing a larger sample size we are able to analyze each department individually and review their strengths and weaknesses against each of the customer-centric drivers.
The report will show whether there is a small or wide variance in the answers compared to the benchmark.