How good is your CX, really?
Is the experience you provide your prospects and customers up to their expectations?
Get your CX Grade
Answer 10 simple questions to get an action plan tailored to your CX grade. Get started now!
About the CX Grader
The CX Grader will ask you 10 questions that cover key requirements needed to deliver great customer experiences today. For example, how well do you really know your customers? Are you consistent with your messaging through the buying process? And do you have the right technology in place to facilitate a truly seamless customer experience?
At the end of the we'll share your result and send you a tailored action plan to help you focus your organisation on delivering a great CX for your customers.
What you'll learn
Have you taken the necessary steps to really understand your customers' journey with your brand?
Do you have the right systems and technology in place to facilitate a great customer experience?
Get a 3 step action plan tailored to your grade so you can make immediate improvements.
The CX Grader really opened my eyes to what goes into providing customers with a good experience today. I thought we were doing OK, but there's some things we could be doing way better - especially on the technology front.
- AIntimately - we've run focus groups and mapped out our customer journeys and touchpoints. We regularly revisit them as new products and services are added, or as things change in the market.
- BSomewhat - we've done some customer mapping with our internal teams and understand their general path to purchase, but it's not a project we've prioritised (yet).
- CNot very well - gut-feel mostly, so it's an exercise we probably need to do a.s.a.p.
- AWhere they are, we are. We’ve got all the bases covered and well supported e.g. phone, email, social media, live chat and/or chatbot, website contact forms and messaging apps.
- BWe have the usual options covered e.g. phone, email and website forms etc and we monitor them regularly.
- CWe can't handle much more than a phone number or website form, so that's all we offer for now.
- AReally easy - we have a system to capture all incoming enquiries and automatically direct them to the right people.
- BSort of easy - we capture all enquiries, but there’s some manual emails and chasing up involved.
- CNot easy - we do everything manually using emails and offline processes which slows down communicating with prospects and customers.
- AWithin minutes - our systems and processes mean we’d never keep a customer waiting.
- BWithin hours - we love helping customers, but things often slip through the cracks.
- CWithin a few days - our current processes, systems and people would need some realignment if we want to do better.
- AWe are very consistent with our messaging. We have a shared knowledge base which means we can solve issues and provide answers, quickly, accurately and with a brand-aligned tone.
- BSomewhat - we try and reinforce best practices, but depending on the team member, the quality of the message can change.
- CNot very consistent - our team handles customer enquiries however they see fit so we hope they are saying the right things.
- AVery - our customers are the only reason we have a business. We are measured by our collective ability to drive better customer experiences in every department.
- BIt's important, but we lack some of the systems and processes to be really accountable for CX across the organisation.
- CNot very - we tend to pay 'lip-service' to customer experience and we spend more time grumbling about customers than trying to fix our CX problems.
- AYes - we track and record all interactions with customers, purchases, service tickets, etc. and store the information in a central CRM connected with our other business systems.
- BSort of - we have a main customer database where we record key sales history information. Some people can access this data when they need to, but others have their own lists and databases for different things which are unconnected.
- CNo - we all have different lists and try to work across them as best we can.
- AYes - we have processes and standards to collect and update customer information.
- BNot as much as we should - we collect data and update it when we get around to it.
- CNo - it comes in all different forms and ends up on different lists, which we bring together when needed.
- AWe have automation in place to monitor prospect interactions with our brand. And for our customers we have automated feedback processes and reporting.
- BWe’ll head to internal teams to learn what our prospects and customers are saying.
- CWe haven’t thought about this yet...
- AYes - it is a priority for our organisation at the most senior levels.
- BSometimes - the exec know it's important but it is not a key focus, unless there has been a significant issue.
- CNot that I know of - CX has not been prioritised as a business-critical issue.
Congratulations! Your grade is A.
From the combination of answers you provided, it looks like you've got your customer experience sorted. You've prioritised CX across your organisation. You know your customers well and you’re managing their expectations every step of their journey.
However, delivering a great CX is an ongoing challenge. Customer expectations evolve as quickly as technology enables them to!
Your action plan to keep on top of cx is on it's way to your inbox now...
Looking good! Your grade is B.
From the combination of answers you provided, it looks like you’ve got customer experience on your radar, but there’s still a bit of room for improvement.
Customer expectations evolve as quickly as technology enables them to... so now’s the time to take your programme to the next level.
Your action plan is on it's way to your inbox now...
Your grade is C. Need some help?
From the combination of answers you provided, it looks like your CX could be improved.
Customer expectations are higher today than ever before, and they're evolving as quickly as technology enables them to... so let's take these learnings and look at some practical steps to help your customers and prospects deal with your company, better.
Your acton plan is on it's way to your inbox now...
Yikes! Sorry to say, but your grade is D.
From the combination of answers you provided, it looks like your CX is in urgent need of some attention.
Customer expectations are higher today than ever before, and they're evolving as quickly as technology enables them to... so let's take these learnings and look at some practical steps to help your company prioritise CX and do better for your customers.
