How it works

Get data on the cultural aspects that need to be in place for successful digital transformation. Find out how your organization performs when it comes to:

  1. Empathy
  2. Flexibility
  3. Simplicity
  4. Trust

Find out whether management is in sync with employees, and whether management and employees are in sync with customers. The following table is an example of the type of analysis you will get.

Unique survey method

In traditional customer satisfaction surveys for websites or apps, customers are asked questions like this.

How do most people answer a question like the above? It's so vague that many either say they don't know or will mark a 4, 5 or 6.

The Digital Transformation Score is different. It only asks respondents to identify the three factors that best describe how digital-ready an organization is. It's a unique survey method that has been developed as a result of 10 years of research and extensive testing. It has identified 12 factors that reflect the buildings blocks of a digital culture. It presents them in a unique survey format that was discovered by Gerry McGovern. The participant is presented with a randomized list as follows:

  • Cares about me
  • Doesn't care about me
  • Supports me when I have a problem
  • Doesn't support me when I have a problem
  • Protects my personal information
  • Doesn't protect my personal information
  • Flexible, proactive, innovator
  • Slow, reactive, imitator
  • Forward-looking, embraces change
  • Living in the past, resists change
  • Integrated, seamless experience
  • Disjointed experience
  • Allows me to do things quickly and easily
  • Makes it slow and hard for me to do things
  • Continuously improving, simplifying
  • Getting more complicated
  • Gives me the right information and tools
  • Poor quality information and tools
  • Trustworthy
  • Untrustworthy
  • Responsible, contributes to a better world
  • Selfish, only interested in itself
  • Uses plain language, open, transparent
  • Loves jargon, not open or transparent

The participant is asked to select up to three factors that matter most to them. This has the following advantages:

  1. Because of its unusual design, it almost overloads the customer forcing them to trust their gut instinct and choose only what matters most to them.
  2. It's really fast. Your customers can do it in less than 1 minute.
  3. It clearly identifies what your customers really care about.
  4. It clearly identifies what they don't care about.

Here's an example of the type of data you get.

Promoters: 25% of the votes were for positive attributes, such as "service culture, seamless experience" and "trustworthy".
Detractors: 75% of the votes were for negative attributes, such as "Disjointed experience" and "selfish, only interested in itself".
Take Action: Tells you the most and least important attributes for your participants.

How Take Action is calculated