How the Diagnostic Works

We analyze your answers to an adaptive assessment and produce your Maturity Snapshot

1

Assess

An adaptive assessment in several question formats. Each answer decides which branch you see next, so you only answer what applies to your program.

2

Analyze

Answers are scored across eight dimensions of Customer Education, analyzed, and then compared to four Benchmark Cohorts and four Maturity Tiers.

3

Snapshot

A free Maturity Snapshot is the result of the analysis. It specifies your program's Benchmark Cohort and Maturity Tier. Their are numerous charts that dig into eight dimensions charts. There 3 dimensional analyses with key findings and priority actions.

See the diagnostic

Adaptive Assessment

One Question at a Time

Customer Education Diagnostic

Question 1 of 4

Choose one

Governance cadence

How often are Customer Education outcomes reviewed with leadership?

Question 2 of 4

Select all that apply

Customer lifecycle

Using the standard customer lifecycle model, where does education formally play a role?

Question 3 of 4

One answer per row

Agentic AI stack

Which parts of an agentic stack are in use in Customer Education today, and how mature is each?

Not in use Experimenting Piloting In production Governed
Prompts
Skills
Agents
Orchestration

Question 4 of 4

Drag to rank

AI expectations

What outcomes does your program expect from AI adoption? Rank them in priority order.

  1. Personalized learning experiences
  2. Measurement and analytics
  3. Operational efficiency
  4. Content quality and consistency
  5. Scale and localization coverage

Questions arrive one at a time, in the format that fits the question: choose one, select all that apply, rate each row of a matrix, or rank in order. Each answer decides the next branch, so a program without an LMS never sees LMS questions, and a team with agents in production goes deeper on governance.

Plan for one sitting on web or mobile. When you finish, your Maturity Snapshot is ready and saved.

How answers become a benchmark

Your responses produce eight dimension scores, and their weighted average sets your maturity tier. Attributes such as team size and budget place your program in a benchmark cohort, and strong dimension scores can lift it into a higher one. Peer scores for each dimension then show where your program trails, matches or leads similar programs.

How answers become a benchmark: responses produce eight dimension scores; their weighted average sets the maturity tier; program attributes place the program in a benchmark cohort; dimension scores are compared with the cohort. ADAPTIVE DIAGNOSTIC Your responses HOW MATURE IS YOUR PROGRAM? The rubric · capability lane COMPARED WITH WHOM? The benchmark · peer lane BENCHMARK POSITION Dimension scores vs cohort Diagnostic answers Your 8 dimension scores Benchmark attributes of your program Weighted average Emerging · Established · Scaled · Agentic Your maturity tier: the weighted average of the eight scores Lean · Funded · Flagship · Vanguard Your benchmark cohort: team size, budget and other program attributes 8 cohort dimension scores strong scores lift your cohort Trails Matches Leads Outcomes & Impact Governance Model Flywheel Momentum Personalization & Journeys Content Operations Telemetry & Measurement AI & Automation Systems Integration Sample result. Your own dots will differ.

Maturity Tiers

Four maturity tiers identify the overall capability of your Customer Education program. The diagnostic scores maturity on a 0 to 5 scale, and places your program in one.

Emerging

Customer Education runs as a set of tactical activities with no formal link to business outcomes. Teams track completions and course volume, and every learner receives the same content in the same sequence.

Established

Customer Education has a named owner and a growing structure. Teams segment learners by role and report directional results, although systems, data and governance remain only partly connected.

Scaled

Customer Education operates as a governed, repeatable system with formal accountability for outcomes. Integrated data and human-reviewed AI let teams show credible impact on adoption, retention and expansion across the customer lifecycle.

Agentic

Coordinated AI agents run the program within clear guardrails, and learning journeys adapt in real time to each learner. Humans govern strategy and exceptions, and leaders use education as a predictable growth lever in forecasting and planning

Benchmark Cohorts

Each cohort sets its own reference score on every dimension, so you are compared with peers of similar size, budget and focus.

Lean

A small team and a modest budget, so each person carries a wide scope. Peer comparison centers on essential foundations: establishing core practices, documenting them, and extending what already works.

Funded

A dedicated team and a defined budget, which makes room for repeatable operations. Peer comparison centers on consistent operations: strengthening weak spots, standardizing how the team works, and connecting programs to each other and to business data.

Flagship

The scale of a full education organization, with a large team and a substantial budget. Peer comparison centers on measurable performance at scale: closing the remaining gaps, integrating systems and data, and optimizing results.


Vanguard

An agentic operating model, where AI agents carry out governed work and humans direct strategy and exceptions. Peer comparison centers on connected evidence and responsible automation, and the reference benchmark sits at the top of the scale on every dimension.

Eight Benchmark Dimensions

Eight dimensions give each cohort a common yardstick. Dimension scores show how your program leads, matches or trails similar peers. Because the benchmark compares you among peers, a dimension can score above its cohort benchmark and still sit in a lower maturity tier, or the reverse

Outcomes & Impact

How clearly Customer Education connects to business results such as time-to-value, retention and expansion.

Governance Model

How well ownership, funding, decision rights and AI oversight keep the program grounded and accountable.

Flywheel Momentum

How many stages the program covers and how smoothly customers move from onboarding through advocacy.

Personalization & Journeys

How closely learning paths adapt to each learner's role, stage and behavior.

Content Operations

How quickly and consistently the team produces, updates and maintains learning content as the product changes.

Telemetry & Measurement

How well learning, product and customer data combine into trusted insight that drives action and learning.

AI & Automation

How far AI and automation have moved from assisting individual tasks to running governed workflows across the program.

Systems Integration

How well systems such as the LMS, CRM and other platforms share data and identity to support personalization, AI and telemetry.

Trailing, Matching or Leading?

Move the Scores and See

Drag any dimension score and pick a cohort. Each dimension compares with that cohort's benchmark, and the gap ranking reorders itself, which is how your Snapshot decides which three dimensions to analyze. Your real scores come from your diagnostic answers.

Compare with
  1. Outcomes & Impact 2.4 Trails / Matches / Leads
  2. Governance Model 1.6 Trails / Matches / Leads
  3. Flywheel Momentum 3.0 Trails / Matches / Leads
  4. Personalization & Journeys 2.5 Trails / Matches / Leads
  5. Content Operations 1.5 Trails / Matches / Leads
  6. Telemetry & Measurement 2.5 Trails / Matches / Leads
  7. AI & Automation 2.7 Trails / Matches / Leads
  8. Systems Integration 2.7 Trails / Matches / Leads

Illustrative benchmarks. Within 0.2 of the benchmark counts as matching. Starting scores are the anonymized sample used across this page.

Take the Customer Education Diagnostic and Find Out

For your CEd Program, how many of the following sound familar:

  • Course completions are the main metric you report to leadership
  • Education activity cannot be tied to retention, adoption or revenue
  • Onboarding is the only lifecycle stage with formal education support
  • AI capability runs ahead of the data and systems it needs
  • Customer Success owns onboarding without a structured curriculum

The diagnostic is free. It's and adaptive adaptive that works in your desktop browser or mobile device. It takes about 35 minutes to complete. The analysis of your responses take just a few more minute. Your Maturity Snapshot showcases how your Customer Education program compares to a peer group and scores your program's overall maturity.

Start