Customer Experience Score

Question 1 of 8

Is the customer experience consistent across channels (phone, email, in-person, online)?

No — it varies a lot depending on who or where Somewhat, with noticeable gaps Mostly consistent Fully consistent by design

Question 2 of 8

Have you mapped the customer journey, including internal handoffs?

Never done Informally, not documented Mapped for at least the core journey Mapped in detail and used to drive decisions

Question 3 of 8

How quickly do customers get a response to questions or issues?

Slow and inconsistent Usually within a day or two Usually same-day Fast, with a tracked response-time standard

Question 4 of 8

Do you actively collect and act on customer feedback?

Rarely collected, and rarely acted on Collected occasionally, inconsistently reviewed Collected regularly and reviewed Collected, reviewed, and demonstrably drives changes

Question 5 of 8

Do you track customer retention or churn, and understand why it happens?

Not tracked Tracked, but reasons aren't well understood Tracked with a general sense of why Tracked and well understood, with action taken on it

Question 6 of 8

Can frontline staff resolve issues without escalating everything?

No — almost everything gets escalated Some autonomy, but limited Reasonable autonomy for common issues Empowered to resolve most things directly

Question 7 of 8

Does customer information carry over between touchpoints, or does the customer repeat themselves?

Customers often have to repeat themselves Sometimes it carries over Mostly carries over Always carries over — a single view of the customer

Question 8 of 8

Is customer experience a metric leadership actually reviews?

Not formally measured or reviewed Measured occasionally, informally reviewed Measured and reviewed periodically A core metric leadership reviews regularly