Customer Experience, Customer Success, & Retention: Functional Assessment
Section 1: Business Overview
Company Name
*
Company Size
*
1-10 Employees
11-50 Employees
51-200 Employees
200+ Employees
Industry
*
Please Select
Construction & Architecture
E-Commerce & Retail
Education & E-Learning
Energy & Utilities
Entertainment & Media
Financial Services
Food & Beverage
Healthcare
Hospitality & Travel
Logistics & Supply Chain
Manufacturing
Non-Profit & Charitable Organizations
Professional Services
Real Estate
Technology
Other
Full Name
*
First Name
Last Name
Email
*
example@example.com
Phone Number
*
-
Area Code
Phone Number
Target Customer Base
Section 2: Customer Success & Experience Strategy
How would you describe your customer experience strategy in one sentence?
What is your top priority when it comes to customer success?
What tools do you currently use for customer support, CRM, or experience management?
How do you currently measure customer satisfaction (e.g., surveys, NPS)?
What is the biggest challenges your team faces in improving customer experience?
Slow Response Times
Inconsistent Serice Quality
High Churn Rates
Lack of Customer Feedback/Insights
Poor Post-Sale Experience
Other
Section 3: Customer Retention & Loyalty
Do you have a system in place to encourage repeat business (e.g., loyalty programs, exclusive offers)?
What proactive steps are you taking to prevent customer churn?
How often do you check in with existing customers (e.g., monthly, quarterly)?
Which channels do you primarily use to engage with customers (e.g., email, phone, live chat)?
In-Person
E-Mail
Phone
Chat
Other
What do you think is the most common reason customers stop doing business with you?
Section 4: Customer Support & Service Efficiency
What are the main channels you use for customer support?
What is your average response time for customer inquiries?
Do you provide any self-service options (e.g., FAQs, knowledge base)?
What is your system for escalating urgent customer issues?
Section 5: Business Goals & Expectations
What are your top 2 goals related to customer experience in the next 12 months?
What specific challenges would you like help with regarding customer success or retention?
Do you have a budget for customer experience initiatives?
Section 6: Final Insights
What one thing could you improve right now in your customer experience?
Do you have any competitors or industry leaders you admire for their customer experience?
Additional Notes:
Notes:
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