What is customer centricity?
Customer centricity is an organisational pattern of understanding customers, coordinating across functions, and creating superior value while accounting for competitors and sustainable business economics.
Assess how consistently you turn customer understanding into coordinated choices, value creation, and learning rather than slogans or unfiltered requests.
Answer as you are today
Choose the answer that best describes your recent behaviour at work. No email required.
What does customer centricity mean?
Customer centricity is an organisational pattern of understanding customers, coordinating across functions, and creating superior value while accounting for competitors and sustainable business economics.
Why it matters at work
Being customer-centred does not mean saying yes to every request. It means understanding needs and outcomes deeply enough to make coherent product, service, process, and trade-off decisions across the organisation.
What this assessment measures
Customer insight
Using direct evidence about needs, context, behavior, alternatives, and outcomes.
Coordinated value
Sharing insight and aligning product, service, operations, sales, and support around customer value.
Trade-offs & learning
Choosing segments and value deliberately, measuring outcomes, and learning without sacrificing viability or fairness.
How to interpret your score
Your overall result is normalised to a 0–100 scale. Use it to choose a practice area, not to compare your worth with somebody else.
Build your customer centricity foundation
Your answers point to situations where one visible routine could make this capability more reliable.
A developing customer centricity pattern
You use this capability in some conditions. Strengthen the dimension that becomes least dependable under pressure.
A strong customer centricity pattern
Your answers suggest a reliable pattern. Keep testing it against harder situations and feedback from people affected.
Designed for reflection, not diagnosis
The ten behaviour-based statements cover 3 practical dimensions. Responses run from “Never” to “Almost always”; negatively worded items are reverse-scored. Overall and dimension results are converted to a 0–100 scale. The assessment is educational and has not been psychometrically validated.
Read the full assessment methodology and editorial standards.
Research that informed this page
John C. Narver and Stanley F. Slater (1990), “The Effect of a Market Orientation on Business Profitability”, Journal of Marketing.