Customer-Spirit Index
Measure customer culture from within – create customer-driven change that lasts
Customer-Spirit Index is a customer culture assessment that shows how customer focus truly lives within the organisation, capturing employees’ perspectives. You gain a clear baseline, insights into gaps between leadership and teams, and concrete actions to strengthen customer culture and engagement.
Customer-Spirit Index – a culture assessment for customer-centric organisations
Everyone talks about customer focus. But how deeply is it embedded in the organisation?
Customer-Spirit Index reveals how customer-centric the culture truly is. The service highlights whether the organisation’s culture supports or hinders the impact of CX and NPS initiatives. This is a unique method that measures what other assessments miss – actual alignment with how customer-centric an organisation aspires to be.
You gain a clear view of the current state, see differences between leadership and teams, and receive actionable insights that strengthen engagement, alignment, and everyday customer focus.
Discover how customer focus really works in your organisation > Contact us
A customer culture that starts from within
Creating a customer-centric culture takes more than ambition. It requires a culture where everyone understands, wants to contribute, and acts with the customer in focus.
With Customer-Spirit Index, you gain insight into how well customer-focused work is truly embedded and where you can strengthen collaboration between leadership, managers, and employees.
The method is based on research into successful change and is designed to help you:
- see how aligned the organisation is
- identify differences between leadership and teams
- increase engagement and shared understanding
- support leadership in change initiatives and strengthen customer focus
See how your culture supports or limits CX success > Talk to us
Customer culture insights that lead to action
The survey maps seven key areas that influence customer culture:
1. Sense of urgency – does leadership show the way?
2. Communication – does the message really reach everyone?
3. Employee engagement – is there a willingness to contribute?
4. Alignment – are goals and structures clear?
5. Action & empowerment – are the conditions in place to act in a customer-driven way?
6. Recognition of progress – is feedback provided along the way?
7. Customer reflection – how do employees perceive what it is like to be a customer?
The survey also captures employees’ own thoughts and ideas on how customer focus can be strengthened in everyday work. This makes Customer-Spirit Index not just a measurement, but an opportunity to engage the entire organisation in creating change together.
The results are presented in a results portal with clear visualisations, gap analysis, and trends. Together, we review the results, interpret patterns, and recommend concrete next steps and action plans – so you do not just measure, but act.
Get concrete actions to strengthen customer focus > Get in touch
A process that strengthens – not disrupts
- The survey takes approximately 10 minutes per employee.
- Conducted anonymously and segmented by department or team.
- Results are analysed and shared with our recommendations.
- Includes workshops and training on how to follow up and drive change over time.
We support you throughout the entire process – from kick-off and analysis to action plans and follow-up. Customer-Spirit Index becomes a development tool and a way to continuously strengthen your customer culture.
Customer-Spirit Index is not a one-off measurement. It is a living process that helps you track progress over time, allowing you to see, feel, and measure how the culture strengthens across the entire organisation.
Talk to us about strengthening your culture > Book a meeting
The impact on your organisation – cultural change that delivers
- A more aligned organisation where everyone pulls in the same direction.
- Leadership and employees speaking the same language about customer focus.
- A shared drive that strengthens both customer relationships and employee engagement.
- A culture where loyalty, growth, and engagement go hand in hand.
The result is a customer-driven culture where behaviours, decisions, and collaboration are guided by what is best for the customer.
Why it makes a difference
When customer focus becomes second nature:
- The customer experience becomes more consistent and positive.
- A shared understanding across the organisation – cross-functional and embedded.
- Customers stay longer, recommend you, and contribute to growth.
A strong customer culture drives strong business results. Customer-Spirit Index helps you get there. Part of NPS Next Level – together with NPS Audit & Planner – for organisations that want to move from customer focus to a truly customer-driven culture.
