Client Journey Scorecard

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Client Journey Scorecard

Client Journey Scorecard

Over the course of mapping dozens of client journeys as an Online Business Manager, so much of the work and systems I set up, comes back to the client journey! This quiz will show you where the leaks in your journey are, and what we can do about them across 5 distinct areas: Leads, Onboarding, Delivery, Offboarding ,and Re-Engagement.

22Questions

1
Please enter your first name:* This field is required.
2
Please enter your email address* This field is required.Your full report will be e-mailed to you upon completion of this quiz!
example@example.com
3
Where do leads slip through the cracks most often as the business owner?* This field is required.
Initial inquiries get buried or missed
Follow-ups after the first reply are inconsistent
Leads stall mid-conversation and disappear
Leads are tracked and followed consistently
4
How quickly does a lead hear back from you or your team?* This field is required.
Varies a lot (sometimes days)
Usually within 1–2 business days
Within 24 hours most of the time
Same day or within a defined response window
5
How are follow-ups handled?* This field is required.
Manual, I have to remember
Manual, but I use a lead tracker with consistency
Mix of automation + personal follow-up
Automated where possible, with intentional human touch
6
Where does lead information live?* This field is required.
Inbox + my head
Notes doc/spreadsheet
CRM/forms, but not fully used
Centralized system I trust and actually use
7
Leads Total
8
When someone pays, how do they know what happens next?* This field is required.
I explain it live or in a custom email
I send instructions, but clients still ask a lot
Clear onboarding message + checklist exists
Guided step-by-step, clients rarely get stuck
9
How do you collect what you need from a new client?* This field is required.
Back-and-forth emails/messages
Forms plus follow-up chasing
Structured intake process
Streamlined intake that’s easy to complete
10
How clear are expectations (scope, timeline, communication)?* This field is required.
Mostly verbal/assumed
Written somewhere, but inconsistently used
Clearly documented and shared
Clear, shared, and reinforced in the process
11
What do you personally have to remember for onboarding to work?* This field is required.
Almost everything
Key steps and timing
Mostly exceptions
Very little
12
Onboarding Total
13
How does work move from “idea” to “done”?* This field is required.
I track it mentally / scattered notes
Mostly via messages + check-ins
In a project/task system, but not consistently
In a clearly defined delivery workflow that gets used
14
How clear is the delivery plan (milestones, timeline, roles)?* This field is required.
Varies by client, often unclear
I outline it, but it shifts or gets fuzzy
Basic milestones exist
Milestones + timeline + roles are clear and easy to follow
15
How do clients know what’s happening between milestones?* This field is required.
They have to ask
I update them when I remember
Regular check-ins/checkpoints exist
Progress is visible and updates are baked in
16
How does final delivery + completion work?* This field is required.
Links/files are scattered; “done” is unclear
Shared links with minimal context
Final package + wrap-up message
Organized handoff + clear completion + transition step
17
Delivery Total
18
When an engagement ends, what typically happens?* This field is required.
It ends abruptly or fades out
Quick goodbye, varies by client
Closing step exists but inconsistent
Clear, intentional close every time
19
How do you collect feedback/testimonials?* This field is required.
Rarely
I ask when I remember
There’s a process, but optional/inconsistent
Built into offboarding
20
What support exists after the work is technically done?* This field is required.
None / unclear
Informal follow-up if needed
Defined post-engagement support
Clear transition + next-step option (when relevant)
21
How “complete” does the ending feel for the client?* This field is required.
Unsure what happens next
Cared for, but not fully guided
Clear and supported
One of the easiest experiences they’ve had
22
Offboarding total
23
What happens to past clients after an engagement ends?* This field is required.
I lose touch
I think about them occasionally
They stay loosely connected
There’s a clear re-engagement pathway
24
Do you have people you meant to follow up with sitting in limbo?* This field is required.
Yes, many
A few
Rarely
Almost never
25
How do you stay in touch with leads/clients who weren’t ready yet?* This field is required.
I don’t, really
Manual check-ins
Occasional content/reminders
According to intentionally mapped touchpoints
26
How defined is your invitation system (when to reach out + what to offer)?* This field is required.
I wing it
I have ideas, but inconsistent
Clear invitations exist for common needs
Invitations are mapped to timing + real triggers
27
Re-engagement total
28
Score
29
BAND
Should be Empty:

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