This analytical and diagnostic tool allows companies to assess the extent to which they are perceived to be customer-centric from the perspectives of management, front-line staff and customers. This assessment is completed within the scope of the value discipline they have adopted.

The Customer Orientation Index provides a measure of the importance and performance of the company on key customer-centricity attributes. The Index highlights discrepancies in perceptions among the three groups in a process known as Gap Analysis. Gap Analysis yields a representative and objective data set used in identifying initial benchmarks and future priorities.