CX Pain Points Quiz

1
Name* This field is required.
First Name
Last Name
2
Email* This field is required.
example@example.com
3
1. When customers contact you for support…* This field is required.
A) They wait a long time and often follow up again
B) They’re helped quickly, but responses feel cold or scripted
C) They get shuffled around without resolution
D) We rarely hear from them—we assume they’re fine
4
2. How easy is it for a customer to buy or book with you?* This field is required.
A) They get confused partway through
B) The steps are clear but clunky or outdated
C) The process depends on the device they’re using
D) We haven't reviewed this in over a year
5
3. After someone buys from you…* This field is required.
A) We don’t follow up
B) We send a generic thank-you email
C) We don’t ask for feedback or reviews
D) We only contact them when we’re selling something else
6
4. If something goes wrong (delay, issue, policy concern)…* This field is required.
A) We don't always explain clearly
B) Our team struggles to say no with empathy
C) Customers often leave upset or confused
D) We don't have a recovery process in place
7
5. Your website or booking system…* This field is required.
A) Is slow or not mobile-friendly
B) Looks fine, but customers complain about bugs
C) Doesn’t reflect what’s in your ads or socials
D) Was built and forgotten—we rarely update it
8
6. Do your emails, DMs, and in-person interactions feel aligned?* This field is required.
A) Not really—tone and info vary by platform or person
B) Sometimes—we’re working on consistency
C) They’re often inconsistent but no one’s tracking it
D) I’m not sure—no one’s ever checked
9
7. How do you collect customer feedback?* This field is required.
A) We don’t have a system for it
B) We ask sometimes, but don’t review the results
C) We read reviews but don’t use them to improve
D) We send surveys but don’t know if they’re helpful
10
8. What’s your process for training team members on CX?* This field is required.
A) There’s no formal training or onboarding
B) It’s mostly verbal—we share as we go
C) Everyone does things their own way
D) It’s outdated and inconsistent
11
9. Do you recognize repeat customers or loyal clients?* This field is required.
A) No—we treat everyone the same
B) Only if they reach out first
C) We offer rewards but don’t promote them
D) We don’t track who’s a repeat buyer
12
10. When was the last time you mapped your full customer journey?* This field is required.
A) Never
B) Over a year ago
C) Recently, but we haven’t acted on it
D) We’ve only mapped parts of it
13
Review your answers here!Feel free to screenshot this for your reference.
Should be Empty: