You cannot improve the customer relationship you cannot measure.
Turn customer perception into performance insight.
CRQ gives leaders a simple index for trust, loyalty, commitment, care and empathy across the salesperson, organisation and product.
CRQ Snapshot
Relationship Quality IndexStar Behaviours
What top salespeople do differently
Process Gaps
Where the buying experience breaks down
Manager Focus
Where coaching will have most impact
Sound familiar?
Many organisations know what they sold, who bought, and whether the customer renewed. Far fewer know the quality of the relationship that made the sale possible.
Relationships feel subjective
Trust, care and loyalty are discussed, but rarely measured in a structured way.
Top performers are hard to decode
Managers can see who performs well, but not always which behaviours create stronger customer intent.
Training lacks precision
Development activity can become generic because the real relationship gaps are unclear.
Customer experience is fragmented
Salesperson, product and organisational perceptions are not always viewed together.
There's a smarter way.
The CRQ Tool
A short, structured customer survey that turns relationship quality into a practical performance index.
TRUST & LOYALTY
Understand the strength of customer confidence and future intent.
CARE & EMPATHY
See whether customers feel understood and supported by the salesperson.
BENCHMARKS
Create team, organisation and sector comparisons that guide action.
How it works
CRQ is designed to be lightweight for customers and useful for managers.
Invite customers
Customers complete a short survey based on the CRQ profiling tool.
Measure relationship quality
The survey captures how customers perceive trust, loyalty, commitment, care and empathy.
Create the index
Responses are converted into an index across individuals, teams, organisations and sectors.
Build the action plan
Managers use the insight to improve buying experience, coaching, process and performance.
What CRQ gives you
Simple outputs that help leaders move from customer feedback to targeted improvement.
CRQ Index Score
A clear number that reflects the quality of customer relationships across key dimensions.
Team Benchmarks
Compare relationship quality across salespeople, teams, organisations and sectors.
Behavioural Insight
Identify the actions that build trust, demonstrate empathy and strengthen customer intent.
Process Signals
Spot buying experience issues and internal process gaps that affect customer perception.
Manager Priorities
Help sales managers decide where to focus coaching, training and support.
Performance Link
Use relationship quality data to understand what supports attraction, acquisition, service and retention.
Why it matters
High relationship quality has a positive impact on performance. CRQ creates a structure for understanding the actions that build trust and empathy, and how those actions influence satisfaction, commitment and loyalty.
- Enhance the buying experience for customers.
- Address people and process challenges that affect performance.
- Understand what your strongest salespeople do differently.
What makes it different
CRQ is built from unique IP combining management, psychological and neurological sciences. When combined with demographic and performance data, it gives organisations a more practical view of relationship quality.
- Uses only a handful of questions.
- Captures the customer view of salesperson, organisation and product.
- Supports training, product development and cross-functional alignment.
Start with a focused pilot.
Run CRQ with a small group of salespeople to validate how relationship quality links to performance and where the organisation should intervene first.
Validate whether CRQ influences performance in B2B and B2C.
Test intermediary and end-customer relationship impact in B2B2C.
Create a practical baseline for sales coaching and customer experience improvement.
Measure what builds customer trust.
Use CRQ to turn relationship quality into clearer decisions, stronger coaching and better performance.