Customer experience
MERCATUS
Is poor customer experience your company money?
86% of customers would pay more for a better customer experience (Walker Research)
Companies prioritizing customer experience see up to a 60% increase in customer lifetime value (Temkin Group)
Increasing customer retention by just 5% can lead to a profit increase of between 75% and 125% (Bain & Co)
customer experience
Baseline your unique Customer Experience Maturity Score and
Answer a few simple questions and we’ll send you a personalised report
This Scorecard is crafted to map your organization’s position within the Customer Experience (CX) journey, providing a straightforward and intuitive baseline across five critical dimensions. It not only reveals your current CX maturity level but also equips you with actionable insights for enhancement at each stage. This strategic tool is designed to guide your journey towards CX excellence, facilitating continuous improvement and competitive differentiation.
It takes just 2 minutes
It’s completely free
Receive customised results instantly with actionable insights to improve your CX
Share the results within your organisation for maximum impact
Customer Experience Maturity Assessment
to understand process
The Customer Experience Maturity Assessment is a quick 2 minute process (although we recommended not rushing it). Answer 20 questions across 5 areas to receive your personalized report on where you sit on the Customer Experience Maturity Index!
Take the Assessment
By clicking on the sign up link below, we’ll take some key information from you. Then simply answer the questions designed to understand your Customer Experience maturity against 5 key areas.
Review Your Benchmark Score
Once you have answered the questions, you will be taken to your personalized report. At the same time you’ll also get an email with a link back to the report so you can review it at any time or share with a colleague.
Schedule a free Call
If you would like to uncover more information on what your assessment means, schedule a free 30 minute no obligation consultation call.
against the following key areas
Use this space to describe your categories and why they’re important. Your prospects should want to know how they score!
Customer Focus
This is crucial as it places the customer at the heart of all business activities, highlighting the integral role of customer satisfaction in driving growth and loyalty.
Process and Systems
These questions focus on understanding how mature the mechanisms and workflows that deliver customer experiences are.
Data and Insights
Highlights the importance of using data to understand customer behaviors, preferences, and feedback, enabling businesses to make informed improvements and innovate proactively in their customer experience offerings.
Employee Engagement
These questions assess how well a company involves and motivates its employees in delivering and enhancing the customer experience. It emphasizes the role of training, empowerment, and recognition.
AI Maturity
This section measures how effectively an organization leverages artificial intelligence to enhance customer experiences. It reflects the degree to which AI is integrated into your CX strategy.
Take your business to
01. Take the Assessment
02. Review your Report and share with your colleagues