RRBI: Customer Experience Efficiency Check

Customer Experience Efficiency Check: Is your Customer Experience holding you back?
Ever wonder how your customer experience stacks up? We've put together a quick quiz to help you figure out what's working great and where you might have room to grow in your business. It'll give you some tailored tips to level up your CX game. Why not give it a shot? You might be surprised by what you learn!

1. Question
How quickly does your team respond to customer inquiries (email, chat, social)?*

Immediately (within an hour)Within a few hoursTakes longer than 24 hoursI am not sure (Not currently tracking)

2. Question
Do you have a singular system that tracks customer interactions across all channels (email, social media, chat, etc.)?*

Yes, everything is integratedSome channels are connected, but not allNo, our channels operate separately

3. Question
Do you currently use a CRM (HubSpot, Salesforce, etc.) to manage customer relationships and track leads?*

Yes, we actively use a CRMWe have a CRM but don’t fully utilize itNo, we don’t have a CRMI don't know what a CRM is

4. Question
Do you feel confident in your current CX tools and processes?*

AbsolutelyThey’re okay but could be betterNot at all

5. Question
How do you collect feedback from your customers?*

We have a structured feedback system in placeWe receive feedback occasionally, but it’s not a current priorityWe don’t currently have a feedback collection process

6. Question
How often do you analyze and act on customer feedback to improve service?*

Regularly, with actionable steps takenOccasionally, but not consistentlyRarely or never

7. Question
Are your customer service representatives able to access all necessary customer information in one place?*

Yes, all information is easily accessibleSometimes, but it’s not always seamlessNo, information is stored in multiple places

8. Question
How would you rate your current customer satisfaction levels?*

ExcellentGood, but could be improvedNot great, or I'm not tracking them

9. Question
Do you have a system in place to track and measure response times and service levels?*

Yes, we track this regularlyWe try, but it’s inconsistentNo, we don’t track this

10. Question
Do you have clear, standardized workflows for customer interactions (e.g., follow-up emails, customer inquiries)?*

Yes, our workflows are well definedWe have some workflows, but they need improvementNo, we don’t have set workflows

11. Question
Are your communication channels (email, chat, social) optimized for seamless customer support?*

Yes, they’re fully integratedPartially, but there’s room for improvementNo, they’re disjointed

12. Question
Are you currently using any AI-driven technologies?*

Yes, AI is a core part of our businessSome, but we'd like to incorporate moreNo, but we'd like to in the next 12-18 months

13. Question
Why do you think focusing on customer experience is so important for your business? (Choose the one that most resonates)

Happy customers lead to repeat business and higher revenue.It’s critical for building a loyal customer base and gaining referrals.A smooth customer experience gives us a competitive advantage in the market.It’s the key to sustainable growth and building a strong brand reputation.

Enter your email to see your results!

We will send you personalized feedback and our "How to Build a Strong CX Foundation" Guide
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Email*
example@example.com
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