Customer Focus- COI

The Customer Orientation Index (COI) is a measurement instrument used to take a snapshot of employee perceptions of the customer orientation of an organization, and to identify areas most in need of improvement. The survey consists of four categories, each containing four areas of inquiry, with each area composed of five statements related to that area. .

• The COI is designed to measure the extent to which an organization is customer focused in terms of the relative capabilities of organizations in areas deemed to be key to achieving “high performing organization” status. Organization s use it to assess how customer-focused they are.
• The survey is designed to measure the perceived effectiveness of the company in delivering customer value. It is effective in identifying where the organization excels, and where there are weaknesses that must be addressed to achieve the organization's objectives.
• The survey is web-based and easy to complete. The survey is user-friendly and the categories are intuitively understandable, providing a logical way to think through the vital and integrated aspects of the enterprise that pertain to delivering customer value . Respondents are asked to provide commentary and improvement suggestions.
• Results can be segmented by business unit or division, by employee groups and by functional areas. The confidentiality of all respondents is protected so open and candid responses are encouraged. The segmentation of results makes it easier to direct resources to those areas and priorites in greatest need for improvement .
• Areas for improvement should be identified based on immediate strategic priorities and impact on perceptions, and resources should be focused on ensuring improved results in these areas.