Coal Services CX Maturity Assessment
March 2026
Domain Maturity
Performance across 10 CX dimensions grouped into Drivers and Enablers
Business Unit Analysis
CX maturity assessment across 9 business units
Strategic Opportunities
12 prioritised initiatives across People, Process and Systems
Service Standards
Benchmarking current state against market and world-class performance
Service standards define "what good looks like" at both organisational and business unit levels. Coal Services currently lacks formalised, measurable service standards across all units. The assessment benchmarks current capabilities against industry norms and world-class CX organisations to identify gaps and set aspirational targets. Without clearly defined standards, accountability remains informal and improvement is inconsistent.
CX Metrics Timeline
Customer satisfaction trends across business units from 2020 to 2025
Note: Missing data points indicate periods where surveys were not conducted or data was unavailable.
Roadmap
Three-stage journey to CX excellence
1. Discover
Completed2. Define
Upcoming3. Deliver
Upcoming✓ Discover: Current-State Assessment
Organisation-wide CX maturity assessment across 10 dimensions with 292 survey respondents and 28 stakeholder interviews. Comprehensive evaluation of CX capabilities, gaps, and opportunities across all 9 business units. This phase has established the baseline from which all future CX improvements will be measured.
▶ Define: CX Strategy & Implementation Plan
Develop a comprehensive CX strategy including vision, principles, goals, service standards, and a 3–5 year roadmap. This phase will translate assessment findings into a clear strategic direction with measurable targets, prioritised initiatives, and resource requirements aligned to organisational objectives.
▶ Deliver: CX Management & Continuous Improvement
Embed CX into daily operations with standardised measurement, governance structures, and a formal continuous improvement cycle. This phase focuses on sustainable capability building, technology enablement, and creating the feedback loops necessary for ongoing CX maturation across all business units.