A practical guide was developed for organisations beginning their journey in customer experience management. It provides step-by-step guidance for public sector employees on establishing and executing a Government-wide Customer Experience Maturity Scan (CX Maturity Scan). The central focus here is the experience of citizens and entrepreneurs.
Government-wide CX-Maturity scan
The CX Maturity Scan offers insights into your organisation’s customer-centricity and identifies steps to enhance customer-driven service. Moreover, it gives you an independent assessment of your current customer experience. In addition, it helps you develop an action plan to achieve your target maturity level.
Meanwhile, the guide provides you with the tools to conduct your own CX maturity scan for your organisation. Whether you are new to CX or have extensive experience, the guide will support you in moving towards a customer-centric approach within your organisation.
View the guide on the Digitale Overheid website (Dutch).
About the CX Maturity Scan
The Ministry of the Interior and Kingdom Relations (BZK), the Netherlands Enterprise Agency (RVO), and the Chamber of Commerce (KVK) launched the CX Maturity Scan to provide a consistent and practical approach to customer experience management within the government.
Learn more about CX on the User Needs First website (Dutch).
