HAPPINESS DRIVEN GROWTH Maturity Assessment

HAPPINESS DRIVEN GROWTH Maturity Assessment

Human-Centered & Happiness-Contributing Experience (HCX)
Combining our Happiness Driven Growth* model with the 6 CX Disciplines** as identified by Forrester and CXPA, we have created this HCX (Human-Centered & Happiness-Contributing Experience) Maturity Assessment to help our clients assess their maturity in each of the competencies and disciplines they need to master if they want to deliver remarkable employee and customer experiences. We usually run (parts of) this assessment directly with our clients and we are now prototyping making it available online, either in its entirety (as you see it now) or splitting it into two parts (DRIVEN and Happiness Growth).

As a beta-tester of our FREE prototype, you get access to the full version, which also includes a few extra questions at the end to hear your feedback about this assessment and whether you would find it more valuable to keep as is or to split it.

We suggest you reserve 15-20 minutes to complete the assessment.

The scoring questions 1 to 5 show the legend when hoovering on the numbers. For your convenience you find also here the question to consider: "To what degree and how regularly do the following statements/activities occur within your company?" 1 = Never/Not yet 2 = Partly/At times 3 = Mostly/Usually 4 = Almost fully/always 5 = Completely & Always

No assessment questions are set as "required" since that seemed to create some experience flaws in the platform, but is highly recommended to you answer as many as possible (especially all the rating questions about the framework - even if to score 1 "never/not yet")

Once you submit your entries, on the thank you page you will be able to see your score per competence and overall. To receive the meaning of your score and a short bespoke evaluation from Rosaria Cirillo, fill in your email address too so we can follow up with you.

*The Happiness Driven Growth framework includes:
- nine HAPPINESS Factors: Health, Autonomy, Purpose, Play, Integrity, Nature, Empathy, Simplicity, and Smile;
- six HCX DRIVEN Competencies: Define, Research, Innovate, Validate, Execute and Nurture
- and six GROWTH stages: Grounding, Reaching-up, Orchestrating, Wowing, Taking Time, and Harvesting.
**The six Customer Experience Disciplines are 1. Vision & Strategy, 2. Human Understanding, 3. Design, Innovation & Improvement, 4. Measurement, 5. Governance, 6. Leadership & Culture.

Enjoy the assessment.

We hope you find it inspiring and valuable.

Smiling regards

Rosaria
Your personal information will be used only to send you the results of the assessment and follow-up on any comments or remark you may have
Name*

First NameLast Name
Phone Number
Please enter a valid phone number.
Leave here your email address to receive a bespoke evaluation of your maturity based on your answers and/or the results of overall status of HCX Maturity (once we have enough data)*
example@example.com
The input to these company-related questions will be used only as aggregated and anonymously to assess the status of HCX Maturity.
Company name*
Your role*

Owner/FounderC-levelManagementDirectorEmployeeOther
Country of operation*

NetherlandsUKFranceItalySpainUSEuropeSouth AfricaGlobalOther
Company size*

0-1 employee2-10 employees11-50 employees51-200 employees201-500 employees501-1000 employees1001-5000 employees5001-10000 employees10001+ employees
Company type*

Public CompanyPrivately heldNon-ProfitSelf-employedSole-proprietorshipPartnershipGovernment AgencyEducational InstitutionOther
How does your company relates to B Corp certification*

B Corp certifiedPlanning to become B CorpIt operates like a B Corp but didn't go through the assessmentWe are not familiar with B Corp conceptWe are not interested in operating like a B CorpOther

DRIVEN Competency Area 1: Define your Vision & Strategy

	1	2	3	4	5
1. We have defined a clear corporate vision, mission, brand promise and strategy which is widely and clearly communicated, understood and supported within the organization.
2. We have defined a clear CX strategy and customer promises supporting the corporate strategy and reflecting the organization brand values and attributes. It is widely and clearly communicated, understood and supported within the organization.
3. Our strategy has been translated into clear experience principles and specific employees behaviours that reflect the brand values.
4. Customer Experience is a strategic priority on management agenda with a dedicated budget to support planned initiatives. Senior executives actively support the NPS and other VOC programs using their insights as compass in the journey to improve customer experience

D Score Competency 1

DRIVEN Competency Area 2: Research to get human understanding

	1	2	3	4	5
1. We create and sustain a consistent shared understanding of WHO our customers are, what are their wants and needs, why they buy and how they perceive the interactions with our company
2. We have a systematic approach for continously incorporating the needs of the customers into our organizations operations, by regularly soliciting and collecting feedback (from multiple sources), analyzing, documenting and sharing customer insight within the organization
3. We combine multiple sources (Voice of Customers, Employees, Processes, Value) and methodology (qualtitative, quantitative and experiential) to collect customer insight
4. We document the insights gained through visualization tools like Personas, Empathy Map and Customer Journeys Maps, and we share it internally through storytelling and other engaging ways

R Score Competency 2

DRIVEN Competency Area 3: Innovate & Improve with Human-Centered approaches

	1	2	3	4	5
1. We follow a defined/formal design process any time a new experience is introduced or an existing one is changed in a significant way, engaging customers, employees and partners in the process.
2. We understand and use Human-Centered Design Process as problem solving methodology and use iterative ideation, prototyping an devaluation as part of the experience design process.
3. We use customer understanding and insights to define requirements of projects that affect the customer experience and have in place both small loop (immediate response and corrective action to specific issue) and big loop (structural improvement and strategic change) feedback and improvements processes.
4. We regularly map, understand and consistently operate considering the entire customer experience eco-system, with its complex set of relationships among all company's employees, customers, partners and suppliers, both on the frontline and behind the scenes

I Score Competency 3

DRIVEN Competency Area 4: Validate through Measurement & ROI

	1	2	3	4	5
1. We have defined a consistent CX quality framework, shared across the organization, that is aligned with how customers judge the experience and identified the CX metrics that show how each group, role and individual in the organization contributes to the experience quality. Key insights are regularly delivered to employees and partners so that they can take the needed actions.
2. NPS Survey type (relational vs transactional), touchpoints, data feed (incl. cust data), sample (incl. split between buyer, influencer, decision maker, user) timing and triggers are all well-defined, are consistent across customer life-cycle and are timely actionable. On transactional touchpoints surveys takes place within hours from ticket closure or within set # of days from order. We close the loop with individual customers when they provide verbatim feedback and/or report in the survey that they still have an open issue.
3. NPS and other VOC data is matched with customer value and operational performances such as descriptive metrics (a forward-looking indicator of NPS results) and outcome metrics (such as number of referral, increase in customers # or value, which are a laggard indicator of growth). ROI on each new CX program is tracked and reported upon.
4. When customer feedback analysis uncovers a problem, we follow a clear designed process for developing solutions and prevent issue from happening again. And we close the loop internally and externally to communicate to everyone involved about the solution developed thanks to that feedback

V Score Competency 4

DRIVEN Competency Area 5: Enable Adoption & Accountability in your organization

	1	2	3	4	5
1. We have identified a clear CX organization which includes at least a CX core team reporting into executive level, a steering committee, a working group and CX ambassadors across the organization. We work across departments and organizations to improve customer experience. We drive accountability by making CX governance part of everyone’s job responsibilities and evaluation
2. We include alignment with the customer experience strategy and impact to customer experience as criterions for evaluating project funding and prioritization decisions. We review customer experience program status and metrics regularly to monitor progress toward business goals, adjusting tactics or resource allocations if needed
3. We have defined a consistent set of customer experience standards across the organization. We maintain a dedicated queue of top customer experience improvements, including which senior executive is accountable for resolution.
4. Individuals are held accountable for following through on action items from NPS and VOC analysis. We validate the success of actions taken in response to NPS feedback & insight. We have set-up and run regular closed loop communications processes towards customers and employees so that everyone knows which feedback has been received, which improvements are being made thanks to it and by when new developments can be expected

E Score Competency 5

DRIVEN Competency Area 6: Nurture through culture

	1	2	3	4	5
1. We have created a system of shared values and behaviours that focus employees on delivering a great employee & customer experiences
2. We have a Customer Focused Leadership and many customer-centric role-models in the executive team and across the management
3. Our employees experience reflects our (customer-centric) culture across the entire employee journey from the candidate experience (including rejection of candidates) to onboarding to engagement to celebration of anniversaries to exiting the organization or retiring.
4. We have identified and deployed socialization (through storytelling, rituals and training) and Rewards practices to establish and reward new habits. We have developed communication strategies and tactics to share the importance of CX with employees, customers and the company's partners and stakeholders. We have in place Informal & Formal Rewards that Reinforce Customer Centric Behaviours

N Score Competency 6
Which of the above competencies is your current biggest priority (if any)? Why? What are you doing to move forward?
Which of the above competencies is your current biggest challenge (if any)? Why? What are you doing to overcome the obstacles you face?

HAPPINESS GROWTH READINESS ASSESSMENT.

This area looks more specifically at your organization's readiness with regards to cultivating happiness as a path towards growth and proactively contributing to the happiness of its customers, employees, and all stakeholders.

We have defined as:

- Yellow Goldfish, anytime a business does a little extra to contribute to the happiness of its customers, employees, or community and society.

- Yellow Factor, each of the nine paths we have identified we can follow both to contribute to our own happiness and to increase happiness in business to delight the customer and to drive growth, productivity, and prosperity.

HAPPINESS: WHY - AWARENESS & ALIGNMENT

	1	2	3	4	5
1. Different levels within our company (from management to contact center advisors) are aware of the importance and impact of happiness on both customers and employees
2. Different levels within our company (from management to contact center advisors) are aware of the impact they can drive for customers, employees and society, know how they can increase happiness in business and are committed to happiness driven growth
3. All our company partners and suppliers are aware of the importance and impact of happiness on both our customers and employees; they are aware of the impact they can drive for our customers, employees, and society, know how they can increase happiness in business and are committed to happiness driven growth

HAPPINESS Readiness Score: WHY

HAPPINESS: HOW - CULTIVATE GROWTH

	1	2	3	4	5
GROUNDING: We have a clear vision, mission, values, strategy, and action plan and we choose your employees and target customers in alignment with our Happiness Driven Growth Strategy
REACHING-UP: We challenge existing paradigms and ways of doing things; we help our people see things from different perspectives; we adopt new ways of thinking and working, by using human-centered approaches and methodologies; we empower our people with happiness knowledge, skills, and frameworks
OPERATIONALIZING: We develop and master the six DRIVEN competencies (1. Define vision & strategy, 2. Research for understanging, 3. Improve & innovate, 4. Validate by measuring, 5. Execute,Empower & Enable, 6. Nurture through Culture) in a coordinated, consistent, and continuous way.
Wow BLOSSOMING: We Wow our employees and customers with experiences that actually contribute to their Happiness; we connect authentically through empathy with colleagues and customers; we acknowledge and celebrate new behaviors
TAKING TIME: We take time to learn, to research, to work as a team, to test, to validate, to ask and listen, to reflect, and adjust accordingly. And we take care of ourselves and ensure all our people take time to care for themselves.
HARVESTING: We acknowledge and celebrate great results, share stories, measure impact and reward based on happiness contribution

HAPPINESS Readiness Score: HOW

HAPPINESS: WHAT – YOUR YELLOW FACTOR READINESS.

	1	2	3	4	5
1. We can increase happiness in business through HEALTH, know what we can do here, and we have Yellow Goldfish in this category
2. We can increase happiness in business through AUTONOMY, know what we can do here, and we have Yellow Goldfish in this category
3. We can increase happiness in business through PURPOSE, know what we can do here, and we have Yellow Goldfish in this category
4. We can increase happiness in business through PLAY, know what we can do here, and we have Yellow Goldfish in this category
5. We can increase happiness in business through INTEGRITY, know what we can do here, and we have Yellow Goldfish in this category
6. We can increase happiness in business through NATURE, know what we can do here, and we have Yellow Goldfish in this category
7. We can increase happiness in business through EMPATHY, know what we can do here, and we have Yellow Goldfish in this category
8. We can increase happiness in business through SIMPLICITY, know what we can do here, and we have Yellow Goldfish in this category
9. We can increase happiness in business through SMILE, know what we can do here, and we have Yellow Goldfish in this category

HAPPINESS Readiness Score: WHAT
Which of the above activities is your current biggest priority (if any)? Why? What are you doing to move forward?
Which of the above activities is your current biggest challenge (if any)? Why? What are you doing to overcome the obstacles you face?
Any final input and/or background about your company that you would like to share as useful for us to better interpret your input and provide our recommendations?

Last step and submission

Finally, few temporary feedback question about this prototype since you are one of our wonderful best testers.

Your feedback about this assessment. Please rate how much you found it:

	1	2	3	4	5
Valuable
Insightful
Clear
Complete
Challenging to answer
Inspiring you to action

What worked especially well for you?
What would you suggest to be done differently or additionally?
Was it valuable for you to have all the elements (Happiness, Driven and Growth) in one assessment or would you rather prefer doing them separately or only one of them? Any other feedback that you would like to share?

Which of the following services around this assessment would you like to be available. Select all that apply

	Select if YES	With or without our assistance	How much would you pay for it?	Any additional remarks?
Interpretation of scores and next actions recommendations
Multiple people from my organisation completing
Benchmarking with other organisations results
Related advisory program to assist in our growth journey

THANK YOU for taking the time to complete this assessment and giving us feedback on the prototype.

Click submit to see your scores and send us your input.
DRIVEN HCX Maturity Total Score
Happiness Readiness Score
HAPPINESS DRIVEN GROWTH Maturity Total
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HAPPINESS DRIVEN GROWTH Maturity Assessment

Last step and submission