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Measure and strengthen your customer-engagement culture using the

Market Responsiveness Index (MRI)™

Synovations is a Channel Expert for the Market Responsiveness Index (MRI)™ created by 

MarketCulture, a subject matter expert in measuring customer-centricity.

A strong customer-centric culture is the single most important driver of future business performance.

Do you know how customer engaged your organization is?

You can measure it against best in class, such as Amazon using the Market Responsiveness Index (MRI™)

The Market Responsiveness Index
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Market Responsiveness Index (MRI™)

Using the Market Responsiveness Index (MRI™), we assess your organization's market responsiveness by measuring its customer-engagement capability against best in class.  Synovations then applies its Organizational Learning culture change expertise and proven practices to design and deliver the customer engagement culture change program.

When scaled capacity is needed, Synovations and MarketCulture partner to deliver the culture change. With MarketCulture’s offices located in Silicon Valley and Sydney, Synovations’ in Singapore, and associated experts located in 4 continents, we are strategically positioned to optimize program delivery.



The Market Responsiveness Index (MRI)™ measures Customer-Centric Culture

The Market Responsiveness Index (MRI)™ provides a powerful benchmark by which companies can rank and rate their level of responsiveness to customers’ needs, competitive threats, and market and business environmental changes against other companies in their industry and adjacent markets.

Why measure the organisation's level of customer-engagement?

A strong customer culture is the single most important driver of future business performance. Customer culture is to performance what living is to breathing. Now it can be measured using the MRI - a valid tool based on years of systematic research. Prior to the MRI™ assessment, organisations could only survey their customers to obtain feedback but that information did and does not inform on how to go about resolving the employee issues uncovered.

What is the MRI™?

It is a web-based assessment tool that measures the level of customer-focused behaviors (culture) a business or function actions with its customers. It is easy to administer, simple and intuitive to complete, and extremely effective in delivering understandable, detailed and actionable findings for executive sponsors seeking to drive business performance in their companies.

What does it measure?

There are numerous elements to any corporate culture. However, the MRI™ measures only those cultural factors that are most directly linked to competitive advantage and business performance. These cultural factors are 8 specific customer-engagement disciplines, listed below, that have been proven to drive sustainable business performance and competitive advantage.

How is it measured?


Businesses are bench-marked against a global database of more than 300 companies across industries and the globe. You will see how your business stacks up against the best in class.


A strong customer-focused culture is the single most important driver of future business performance. These are the 8 Disciplines that Drive Business Results

8 Disciplines that Drive Business Results
Partner with us to develop your CUSTOMER engagement CULTURE roadmap

Partner with us to develop your CUSTOMER engagement CULTURE roadmap

Partner with us to develop your CUSTOMER engagement CULTURE roadmap

We Can Help You

Start by measuring your level of customer engagement!

Customer Centric Culture Benchmark

From $2500/Year

Leadership MRI/CX Pulse

Up to 15 Executives

Measures and benchmarks the behaviors of leaders across 7 disciplines.

Provides a pulse of the customer centric culture of the leaders in order to understand areas for strengthening and improving.

Single report provided including circumplex and risks.

Creates an Understanding of Customer-engagement, an Inspiration to Improve and a Benchmark.

Leadership Customer Centric Culture Assessment

From $10,000/Year

Includes everything in the Leadership MRI/CX Pulse PLUS:

Extended Leadership Team MRI for up to 50 People Leaders.

Measures and benchmarks the behaviors of leaders and employees across 8 disciplines (Includes empowerment in addition to the 7 disciplines).

Includes verbatim questions to gain insight into each discipline and provides best practices for the leadership team to improve.

Full overall report including circumplex, verbatim comments, common themes, risks and summary.

Creates Broader Leadership Involvement and Understanding, Builds a common leadership language, develops buy-in for Customer-engagement.

Customer Centric Culture Enterprise Package

$Price on Application

Includes everything in the Leadership MRI Assessment PLUS:

Leadership and Whole Company MRI for Large Employee Populations and Complex Organizational Structures.

Demographics capability to benchmark departments, branches or different countries.

Provides an in depth analysis of the entire company’s customer obsessed culture so leaders at multiple levels can act.

Ability to add customized verbatim questions.

Expert Analysis and Review of ALL verbatim comments to determine common themes.

Additional in depth reporting provided, including: verbatim comments report, benchmark line item and response analysis reports.

Wright Medical Group

“The MRI Assessment and actions we have taken with the help of Synovations in collaboration with MarketCulture have helped us improve our relationships with our core customers and grow our business in a much more sustainable and consistent way.”

Peter S. Cooke
President International
Wright Medical