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The Customer Orientation Score (COS) is a standardized 100-point scale used to assess an organization’s or individual’s customer orientation. Developed by researcher and practitioner Daniel Ray, this indicator provides a way to measure the degree of customer focus and the ability to meet customer needs. Compagnie des Alpes provides a concrete example of the COS’s application, highlighting the relationship between the Net Promoter Score (NPS) and the COS.

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