The results of the MRI survey are presented as an MRI Profile circumplex showing a company's score for each of the eight disciplines of customer culture relative to the 250+ companies in the MRI Benchmark Database. The image below shows the MRI Profile for two real companies, one a high customer-centric performer and one a low customer-centric performer. These relative scores closely correlate with business performance metrics. In addition the report includes an overall MRI score, and employee verbatim responses to the survey. Detailed reporting also includes scoring for all employees as well as employees by group, function, business unit, and geographical area.
Organizations with high MRI scores report superior performance. Organizations that fail to develop a strong customer culture may be handicapped in their ability to perform in each of the six business performance outcomes. No matter how hard employees work, no matter how efficient an organization is, it may fail to perform at the highest possible level if its customer culture is weak. As such the MRI can serve as an early warning system for future business performance and a gauge of ability to achieve sustainable competitive advantage.