CX Assessment

CX Assessment: Welcome

Welcome to the CX Pilots CX Maturity Assessment! We're excited to help you gain valuable insights into your organization's Customer Experience strategy.Here’s what you can expect from this quick assessment:

•Demographic Questions: The first few questions will gather basic information about your organization.

•CX Maturity Evaluation: The remaining questions will assess key aspects of your current CX practices, rated on a scale of 1-10.

•CX Score & Insights: Once completed, you'll receive a personalized CX maturity score, along with actionable insights to guide your future decisions and strategy.

CX Assessment: Initial demographic Questions

What industry does your company primarily operate in?If you select other, please specify below.What is the size of your company?Does your company have a dedicated Customer Experience (CX) function?Next

CX Assessment: Question 1 of 17

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How consistently does your company collect customer feedback?

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1 = We rarely collect feedback

10 = We have a systematic, ongoing feedback collection process

CX Assessment: Question 2 of 17

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To what extent does your company act on customer feedback?

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1 = We rarely act on feedback

10 = We have a formal process to address and implement feedback

CX Assessment: Question 3 of 17

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How well does your company understand the end-to-end customer journey?

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1 = We have little understanding of the customer journey

10 = We have detailed journey maps for all customer segments

CX Assessment: Question 4 of 17

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How effectively does your company use customer journey insights in decision-making?

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1 = We don't use journey insights in decisions

10 = Journey insights drive most of our strategic decisions

CX Assessment: Question 5 of 17

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How well do employees across your organization understand their role in delivering great customer experiences?

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1 = Most employees don't consider CX part of their job

10 = All employees understand and actively contribute to CX

CX Assessment: Question 6 of 17

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How clearly defined and communicated is your company's CX strategy?

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1 = We don't have a defined CX strategy

10 = Our CX strategy is clear, well-communicated, and guides our actions

CX Assessment: Question 7 of 17

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How well does your company's leadership support and champion CX initiatives?

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1 = Leadership rarely considers CX

10 = Leadership actively drives CX initiatives

CX Assessment: Question 8 of 17

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How effectively does your company measure customer satisfaction and loyalty?

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1 = We don't measure customer satisfaction/loyalty

10 = We have comprehensive, ongoing measurement of satisfaction and loyalty

CX Assessment: Question 9 of 17

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How well does your company track and measure the financial impact of CX initiatives?

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1 = We don't track the financial impact of CX

10 = We have clear ROI measurements for all major CX initiatives

CX Assessment: Question 10 of 17

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How effectively does your company use technology to support CX initiatives?

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1 = We don't use any CX-specific technology

10 = We leverage advanced CX technologies across our organization

CX Assessment: Question 11 of 17

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How well does your company personalize experiences for different customer segments?

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1 = We offer the same experience to all customers

10 = We offer highly personalized experiences based on detailed customer data

CX Assessment: Question 12 of 17

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How effectively does your company handle and learn from customer complaints?

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1 = We don't have a formal process for handling complaints

10 = We have a robust system for handling all complaints

CX Assessment: Question 13 of 17

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How well does your company anticipate and prepare for future customer needs?

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1 = We rarely consider future customer needs

10 = We actively research and prepare for evolving customer needs

CX Assessment: Question 14 of 17

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How consistently does your company deliver high-quality experiences across all touchpoints?

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1 = Quality varies significantly across touchpoints

10 = We deliver consistently high-quality experiences at all touchpoints

CX Assessment: Question 15 of 17

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How effectively does your company empower employees to make decisions that improve customer experiences?

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1 = Employees have little autonomy to improve CX

10 = Employees are fully empowered to make CX improvements

CX Assessment: Question 16 of 17

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How well does your company integrate CX metrics into overall business performance measures?

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1 = CX metrics are separate from business performance measures

10 = CX metrics are fully integrated into our performance scorecard

CX Assessment: Question 17 of 17

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How effectively does your company collaborate across departments to improve customer experiences?

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1 = Departments rarely collaborate on CX

10 = We have seamless cross-departmental collaboration on CX initiatives

CX Assessment: Results

Your Results
@[score]%
NOVICEYour company is in the early stages of CX maturity. There's significant opportunity for improvement across all areas of CX. Focus on building awareness of CX principles and establishing basic feedback and measurement systems.

See how you compare to others in your industry
Enter your contact info to see how you benchmark against others in your selected industry.

CX Assessment: Results

Your Results
@[score]%
GETTING STARTEDYour company has begun to recognize the importance of CX but lacks comprehensive systems and strategies. Prioritize developing a clear CX strategy, improving feedback collection, and starting to map customer journeys.

See how you compare to others in your industry
Enter your contact info to see how you benchmark against others in your selected industry.

CX Assessment: Results

Your Results
@[score]%
INTERMEDIATEYour company has a good foundation in CX practices but there's room for refinement and expansion. Focus on deepening your understanding of customer journeys, integrating CX metrics into business decisions, and fostering a stronger CX culture.

See how you compare to others in your industry
Enter your contact info to see how you benchmark against others in your selected industry.

CX Assessment: Results

Your Results
@[score]%
PROYour company demonstrates advanced CX maturity. Focus on innovation, predictive analytics, and leading-edge CX practices to maintain your competitive advantage. Continue to refine and evolve your CX strategy to stay ahead of changing customer expectations.

See how you compare to others in your industry
Enter your contact info to see how you benchmark against others in your selected industry.

CX Assessment: Industry Comparison

Your Results
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Accounting / Business Advisory
44%

How We Can Help

CX Assessment: Industry Comparison

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architecture / engineering / construction47%

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CX Assessment: Industry Comparison

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Banking / Financial Services56%

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CX Assessment: Industry Comparison

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Consulting49%

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CX Assessment: Industry Comparison

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Education / University62%

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CX Assessment: Industry Comparison

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Healthcare / Life Sciences52%

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CX Assessment: Industry Comparison

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Insurance46%

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CX Assessment: Industry Comparison

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Law / Legal Service47%

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CX Assessment: Industry Comparison

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Manufacturing40%

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Cx Maturity Audit: Industry Comparison

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Non-Profit / Foundations 38%

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Cx Maturity Audit: Industry Comparison

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Technology / IT / SAAS66%

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Cx Maturity Audit: Industry Comparison

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Other Industries55%

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Cx Maturity Audit: How we can help

Your biggest oppotunity for growth!
CX Assessments


Service Score: @[Assessments Score]%

Understand your CX strengths, weaknesses, and opportunities through data-driven assessments.

• understnad current state

•Measure key insights

•Benchmark against industry standards

Additional opportunities for growth

Culture of CX
Service Score: @[Culture Score]%

Journey Mapping
Service Score: @[Journey Score]%

Metrics & Governance
Service Score: @[Metrics Score]%

Cx Maturity Audit: How we can help

Your biggest oppotunity for growth!
Culture of CX


Service Score: @[Culture Score]%

Embed customer-centricity into your company’s culture for sustained CX success.

•Mindset Transformation

•Document and mobilize your CX purpose

•Create ambassadors to drive engagement

Additional opportunities for growth

CX Assessments
Service Score: @[Assessments Score]%

Journey Mapping
Service Score: @[Journey Score]%

Metrics & Governance
Service Score: @[Metrics Score]%

Cx Maturity Audit: How we can help

Your biggest oppotunity for growth!
Metrics & Governance


Service Score: @[Metrics Score]%

Master the art of measuring and managing CX with data-driven metrics and strong governance frameworks.

•Accountability framework

•Data-driven Decisions

•Continuous Improvement

Additional opportunities for growth

CX Assessments
Service Score: @[Assessments Score]%

Journey Mapping
Service Score: @[Journey Score]%

Culture if CX
‍Service Score: @[Culture Score]%

Cx Maturity Audit: How we can help

Your biggest oppotunity for growth!
Journey Mapping


Service Score: @[Journey Score]%

Map your customer’s journey to identify pain points and realign your business to their needs.

•Visualize Touchpoints

•Prioritize Improvements

•Cross-Team Alignment

Additional opportunities for growth

CX Assessments
Service Score: @[Assessments Score]%

Metrics & Governance
Service Score: @[Metrics Score]%

Culture if CX
‍Service Score: @[Culture Score]%

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