How can companies measure the success of their onboarding process in terms of instilling a customer-centric mindset in new hires and driving exceptional service delivery?

Companies can measure the success of their onboarding process by conducting surveys or interviews with new hires to assess their understanding of customer-centric values and service delivery expectations. They can also track key performance indicators related to customer satisfaction, such as Net Promoter Score or customer retention rates, before and after onboarding. Additionally, observing new hires in real customer interactions and providing feedback can help evaluate their ability to apply customer-centric principles in practice. Regularly reviewing feedback from customers and colleagues can also provide insights into the impact of the onboarding process on service delivery and customer satisfaction.