Customer Experience Health Check Form

Customer Excellence (CX) Maturity Self-Assessment

Assess how well your organization delivers on customer expectations and where trust may be breaking down!
- 1. Full Name: *
  
  First NameLast Name
- Email Address*
  example@example.com
- 3. Job Title/Role:*
- 4. Organization/Company Name:*
- 5. Country / Region*
- 6. How consistent is your service delivery across teams and channels?
  
  1 – Highly inconsistent2 – Frequently inconsistent3 – Somewhat consistent4 – Mostly consistent5 – Highly consistent
- 7. How confident are you that your teams understand what matters most to customers?
  
  1 – Not at all2 – Slightly confident3 – Moderately confident4 – Mostly confident5 – Extremely confident
- 8. How visible are customer-impacting issues to leadership and frontline teams?
  
  1 – Not visible2 – Rarely visible3 – Sometimes visible4 – Mostly visible5 – Very visible
- 9. How quickly are breakdowns in service (e.g., delays, dropped handoffs) detected and addressed?
  
  1 – Very slowly or not at all2 – Slowly, with frequent delays3 – Inconsistently addressed4 – Generally addressed quickly5 – Quickly and effectively every time
- 10. How well are handoffs between functions or systems working today?
  
  1 – Frequently broken2 – Often unclear or missed3 – Inconsistently managed4 – Generally smooth5 – Consistently smooth and reliable
- 11. How well do your current systems support a seamless customer experience?
  
  1 – They create friction2 – They occasionally cause issues3 – Neutral or mixed4 – They mostly enable flow5 – They fully support seamless experience
- 12. How often are customer feedback and operational data used to improve service delivery?
  
  1 – Rarely2 – Occasionally3 – Sometimes4 – Often5 – Continuously
- 13. How empowered are frontline teams to resolve issues and improve service?
  
  1 – Not empowered at all2 – Rarely empowered3 – Somewhat empowered4 – Mostly empowered5 – Fully empowered
- 14. What are the biggest current obstacles to delivering a reliable, positive customer experience? (Select all that apply)
  
  Process gapsSystem limitationsSiloed teamsLack of dataOther
- 15. Do your teams have clear ownership for each step of the customer journey?
  
  1 – Not at all2 – Somewhat unclear3 – Mixed clarity4 – Mostly clear5 – Yes, very clear
- 16. How aligned are leadership, ops, and CX on what success looks like for the customer? (1–10 scale)
  
  1 – Misaligned3 – Partially aligned5 – Moderately aligned7 – Mostly aligned10 – Fully aligned
- 17. How confident are you in your ability to scale service quality as you grow? (1–10 scale)
  
  1 – Not confident3 – Low confidence5 – Neutral7 – Mostly confident10 – Very confident
- 18. What part of the customer experience is currently most painful or broken?
- 19. What’s working well in your current approach to customer experience?
- 20. If you could fix one thing that would have the biggest impact, what would it be?
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Customer Excellence (CX) Maturity Self-Assessment