Uncover blind spots hindering business performance with a tool that's been proven to work with organizations globally

  • Embed customer-centric behaviors throughout the organization
  • Boost employee engagement & retention 
  • Enhance performance including customer satisfaction,  innovation, new product success, and overall profitability.
  • Cultivate a culture for continuous improvement, unlocking new opportunities for long-term success

“With 18 years of research and deployment across global organizations, the MRI Benchmark has become the vital connection between employee engagement and customer satisfaction. It provides an inside-outside view, crucial for driving profitability and customer retention.”

Drive growth and profitability with a methodology that unlocks your organization's potential

  • Measure & Benchmark your organisations capabilities to act on its strengths and weaknesses
  • Gain invaluable insights from employees to uncover obstacles hindering performance
  • Continuously measure and track progress to drive change
  • Develop a robust customer-centric strategy to fortify your competitive edge

“If you’re a leader who spends sleepless nights contemplating how to grow your organization, the MRI can help you delve into the depths and uncover hidden secrets that could be the key to success.” 

Understand your capabilities as a Customer-Centric Leader. Go from GOOD to GREAT

Measure and know your potential. Take a bold step forward with the leader self-assessment – an innovative approach to enhance your skills to drive customer retention and employee engagement, Maximize your potential.

Ignite CAPABILITIES to drive employee engagement and customer satisfaction.

The Market Responsiveness Index (MRI) is a measurement tool that sparks collaboration and creativity among leaders and employees to create a customer-centric culture, cultivate innovation, optimize the experience for customers, and ultimately achieve superior results.

Tested and proven.

                                                                                Invest in your future & join more than 650 organizations globally

Innovative universities partner with us

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"A strong Customer Culture is to business performance as breathing is to living"

Dr Linden Brown

What Is The MRI?

Like a medical MRI, the business MRI enables you to look inside your business to identify strengths, weaknesses and opportunities to improve future organizational fitness and profitability.

The MRI is an employee assessment and engagement tool that allows you, as a leader, to benchmark 8 disciplines & gain insights into what needs to be improved.

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The leader's assessment tool you will
rely on

Used by leaders like you

As a departmental leader, aim for faster and sustainable superior performance.

Marketing or CX leaders striving for better customer retention and revenue growth?

People & Culture leaders aim to bolster organizational culture by connecting employees with customers and the business.

Learning & Development leaders aim to cultivate customer-centric leadership capabilities to drive future business performance.

Strategy leaders aim to achieve effective strategy implementation through employee alignment and customer engagement.

CEOs and executives seek to establish a faster and sustainable roadmap to future profit and revenue growth.

Consultants seeking to offer unique solutions for clients are equipped with tools to foster and sustain a high level of customer obsession.

Board members seeking to enhance shareholder value through customer retention are assisted in identifying organizational and management issues that affect value.

Measure & Strengthen your organization or team's capabilities by using the Market Responsiveness Index (MRI)

Below are the 8 key practice disciplines and their correlation to future business performance. What are your organization’s strengths and weaknesses?

These 8 disciplines are proven to drive the corresponding business performance outcomes.

The MRI measures 8 practice disciplines proven to drive future business performance

5 externally oriented behaviors:

5 externally oriented behaviors:

Customer Insight

This measures the extent to which employees monitor, understand, and act on current customer needs and satisfaction.

Customer Foresight

This measures the extent to which employees anticipate customer needs, recognize unspoken needs, consider future needs and take action to satisfy them.

Competitor Insight

This measures the extent to which employees monitor, understand, and act on current competitor activities and take action to incorporate these in their actions to improve customer experience.

Competitor Foresight

This measures the extent to which employees identify and consider possible future competitors and how they might affect the value that will be offered in the future.

Peripheral Vision

The extent to which employees monitor understand and respond to trends in the larger environment (Political, Economic, Social, Technological, Environmental and Legal).

Enabling Behaviors

Enabling Behaviors


The extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders.

Cross-Functional Collaboration

This measures the extent to which employees interact and collaborate cross-functionally. This includes spending time with people from other work groups, taking a cross- functional perspective, sharing information, and inviting contributions.

Strategic Alignment

This measures the extent to which employees understand, attend to, and enact the vision, mission, objectives and strategic direction of the company in their day-to-day activities, specifically focusing on the customer.

How is the MRI™ implemented?

The MRI is a web-based employee assessment that is deployed to participants in the organization, a department or a team to gain feedback

The MRI is easy to administer, simple and intuitive to complete, and extremely effective in delivering understandable, detailed and actionable findings for leaders seeking to drive business performance in their companies.

The MRI is fully automated and can be facilitated by anyone in your company. You have the ability to deploy the assessment and produce the report on line instantly. Why delay - act NOW

Benchmark against the world's BEST
Customer Obsessed Companies

Market Responsiveness
index ™ (MRI ™)

Benchmark Against These Companies &
The Best In The World

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