Results from evaluations with KIX Communication Index


In total, 16 organizations have now conducted measurements with the KIX Communication Index, and the database comprises responses from 6,513 employees, managers and communication professionals. The organizations that carried out the survey range from small companies with about 300 employees to large multinational companies and authorities, municipalities and regional organizations.

The communication maturity varies from undeveloped to established, but most organizations have an emerging communication maturity. This means that the communication function and organization is unevenly developed in different parts of the organization, and the communication does not fully support the core business. The organizations have great potential for further development in several areas, especially of their communication function, organization, climate and competence.

Five important lessons from the KIX Communication Index

  • There is generally a high understanding of the value of communication, but most organizations have challenges in terms of communication function and organization. It is related to how you work strategically, tactically and practically with communication to create value, and how communication support for managers and employees is organized.
  • The communication mission is defined in an unclear manner in several organizations, which makes it more difficult to know what value communication can contribute
  • The organization that achieved the highest communication maturity in the KIX benchmark has worked strategically with its communications for many years and has communications managers in all management teams.
  • KIX illustrates that managers, employees and communication professionals have different perceptions about how communication works in the organization, about competence and communication climate. For example, managers often perceive the communication climate as better than employees, and communication professionals and managers have better communication competence than employees.
  • In organizations communication maturity varies between different departments. Where communication support exists, communication maturity is higher.

Five questions for the future

  • It will be interesting to see how the communication index interacts with other types of measurements that the organizations carry out: for example, Satisfied Customer Index, Employee Surveys, Quality Index and Sustainability Index.
  • The gap between a great understanding of the value of communication and the unction of communication is important to reduce. Here we see that communication professionals can contribute to a greater extent.
  • Where can communications support make the largest difference in an organization? Centralized communications or locally organized communications support? It is important to be out in the capillaries of an organization and support the business.
  • As the outside world and organization change, the communication maturity of an organization can deteriorate quickly. How can communication maturity be maintained at a stable level despite changes?
  • The sustainability challenges of our time are great, in terms of climate change and environmental, social and economic sustainability. How can communication help solve the challenges and transform the operations?