How CCO Scoring Works: Evidence, Not Opinions
A plain-English explanation of what gets scored, what counts as evidence, and how to prepare.
The core idea
CCO scoring is based on evidence of consistent customer-centric practice. It is not a popularity contest, and it is not based on who can tell the best story. If a practice is real, it leaves artifacts you can review.
What gets scored
Scoring focuses on the practices that reliably improve customer outcomes. These are the parts of how you work that can be explained, repeated, and audited. Most criteria sit in three areas.
Leadership and governance
Clear ownership, decision rights, and a way to prioritize customer friction across teams.
Customer understanding
A repeatable approach to listening, learning, and turning input into actions.
Delivery and improvement
Standards, quality checks, and service recovery that turn intentions into consistent experience.
What counts as evidence
Evidence is anything that shows the practice is real and repeatable. The best evidence is simple and boring. It is created as a byproduct of doing the work, not as a special document for the audit.
Examples of strong evidence
- Decision logs showing what was decided, who owns it, and when
- Service standards with examples of what “good” looks like
- Quality checklists and recent audit samples
- Customer issue logs that show patterns and root cause actions
- Customer research notes, interview guides, or call listening summaries
- Training materials and proof of enablement for frontline teams
What does not count as evidence
Not everything that sounds impressive is evidence. The items below can support a story, but they do not prove a practice exists.
- Statements like “we are customer first” with no artifacts
- One-off initiatives that are not repeatable
- Slide decks with no proof of adoption
- Metrics with no clear definition or action link
- A single senior leader interview with no corroboration
How scoring works in practice
Each criterion is scored on maturity. The question is not “do you have it”, but “how consistently do you do it”. The rubric below is a helpful way to think about readiness.
A simple maturity rubric
Foundational
- Defined practice exists
- Owner is named
- Artifacts exist for recent work
Repeatable
- Used across teams
- Reviewed on a cadence
- Exceptions are managed
Embedded
- Linked to decisions and funding
- Measured with action metrics
- Continuously improved
How to prepare without overworking
The best preparation is to gather what you already use. Avoid creating a parallel set of documents just for certification. If something is missing, create the smallest artifact that makes the practice visible and repeatable.
A practical checklist
- Pick 6 to 10 criteria you want to be strong in first
- Collect the artifacts you already have, even if messy
- Remove duplicates and label each artifact clearly
- Write one sentence per artifact that explains what it proves
- Fill only the gaps that block repeatability, not perfection
What to expect during review
Reviews focus on clarity and consistency. Assessors will ask for examples, recent artifacts, and how you handle exceptions. The goal is to validate practice, not to catch you out.
A simple next step
Start a shared folder called “CCO Evidence”. Add the last 30 to 60 days of artifacts you already use. If you can show repeatability and ownership, you are closer than you think.
