How good is your Customer Experience?

Customer Experience Grader

CX Grader - Landing page


Is the experience you provide your prospects and customers up to their expectations?

 

Do you delight them at every touchpoint with your brand, or are parts of your sales journey somewhat lacking?

Grade your CX now using Engaging Partners CX Grader quiz. Take the CX Grader to test:

  • How well do you know your customers?
  • How responsive are you to prospect and customer questions?
  • Are you consistent with your messaging?
  • Do you have the right systems and processes in place to facilitate a great customer experience? 

At the end of the quiz we'll share your result and send you a tailored action plan to help you focus your organisation on delivering a great CX for your customers.

Good luck!

Grade your CX now

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Take our quiz    
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Next question   
How well do you understand the touchpoints your customers have with your brand?
  • A
    Intimately - we've run focus groups and mapped out our customer journeys and touchpoints. We regularly revisit them as new products and services are added, or as things change in the market.
  • B
    Somewhat - we've done some customer mapping with our internal teams and understand their general path to purchase, but it's not a project we've prioritised (yet).
  • C
    Not very well - gut-feel mostly, so it's an exercise we probably need to do a.s.a.p.
Next question   
How accessible are you to prospects and customers?
  • A
    Where they are, we are. We’ve got all the bases covered and well supported e.g. phone, email, social media, live chat and/or chatbot, website contact forms and messaging apps.
  • B
    We have the usual options covered e.g. phone, email and website forms etc and we monitor them regularly.
  • C
    We can't handle much more than a phone number or website form, so that's all we offer for now.
Next question   
How easy is it for prospects and customers to deal with your business?
  • A
    Really easy - we have a system to capture all incoming enquiries and automatically direct them to the right people.
  • B
    Sort of easy - we capture all enquiries, but there’s some manual emails and chasing up involved.
  • C
    Not easy - we do everything manually using emails and offline processes which slows down communicating with prospects and customers.
Next question   
How quickly do you respond to customers?
  • A
    Within minutes - our systems and processes mean we’d never keep a customer waiting.
  • B
    Within hours - we love helping customers, but things often slip through the cracks.
  • C
    Within a few days - our current processes, systems and people would need some realignment if we want to do better.
Next question   
How consistent is your messaging for prospects and customers?
  • A
    We are very consistent with our messaging. We have a shared knowledge base which means we can solve issues and provide answers, quickly, accurately and with a brand-aligned tone.
  • B
    Somewhat - we try and reinforce best practices, but depending on the team member, the quality of the message can change.
  • C
    Not very consistent - our team handles customer enquiries however they see fit so we hope they are saying the right things.
Next question   
In your organisation culture, how committed are all your teams to delighting customers?
  • A
    Very - our customers are the only reason we have a business. We are measured by our collective ability to drive better customer experiences in every department.
  • B
    It's important, but we lack some of the systems and processes to be really accountable for CX across the organisation.
  • C
    Not very - we tend to pay 'lip-service' to customer experience and we spend more time grumbling about customers than trying to fix our CX problems.
Next question   
Do you have a single view of your customers’ relationship with you?
  • A
    Yes - we track and record all interactions with customers, purchases, service tickets, etc. and store the information in a central CRM connected with our other business systems.
  • B
    Sort of - we have a main customer database where we record key sales history information. Some people can access this data when they need to, but others have their own lists and databases for different things which are unconnected.
  • C
    No - we all have different lists and try to work across them as best we can.
Next question   
Do you frequently check and update your customer information?
  • A
    Yes - we have processes and standards to collect and update customer information.
  • B
    Not as much as we should - we collect data and update it when we get around to it.
  • C
    No - it comes in all different forms and ends up on different lists, which we bring together when needed.
Next question   
How do you ‘listen’ to your prospects and customers?
  • A
    We have automation in place to monitor prospect interactions with our brand. And for our customers we have automated feedback processes and reporting.
  • B
    We’ll head to internal teams to learn what our prospects and customers are saying.
  • C
    We haven’t thought about this yet...
Next question   
Is customer experience discussed regularly at senior levels in your organisation?
  • A
    Yes - it is a priority for our organisation at the most senior levels.
  • B
    Sometimes - the exec know it's important but it is not a key focus, unless there has been a significant issue.
  • C
    Not that I know of - CX has not been prioritised as a business-critical issue.
Next question   

Congratulations! Your grade is A.

From the combination of answers you provided, it looks like you've got your customer experience sorted. You've prioritised CX across your organisation. You know your customers well and you’re managing their expectations every step of their journey.

However, delivering a great CX is an ongoing challenge. Customer expectations evolve as quickly as technology enables them to!

YOUR ACTON PLAN TO KEEP ON TOP OF CX IS ON IT'S WAY TO YOUR INBOX NOW...

Looking good! Your grade is B.

From the combination of answers you provided, it looks like you’ve got customer experience on your radar, but there’s still a bit of room for improvement.

Customer expectations evolve as quickly as technology enables them to... so now’s the time to take your programme to the next level.

YOUR ACTON PLAN IS ON IT'S WAY TO YOUR INBOX NOW...

Your grade is C. Need some help?

From the combination of answers you provided, it looks like your CX could be improved. 

Customer expectations are higher today than ever before, and they're evolving as quickly as technology enables them to... so let's take these learnings and look at some practical steps to help your customers and prospects deal with your company, better.

YOUR ACTON PLAN IS ON IT'S WAY TO YOUR INBOX NOW...

 

Yikes! Sorry to say, but your grade is D.

From the combination of answers you provided, it looks like your CX is in urgent need of some attention.

Customer expectations are higher today than ever before, and they're evolving as quickly as technology enables them to... so let's take these learnings and look at some practical steps to help your company prioritise CX and do better for your customers.

YOUR ACTON PLAN IS ON IT'S WAY TO YOUR INBOX NOW...

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