Free CX Score | 5-Minute Customer Experience Check

See your business through your customers’ eyes.

Every business has two customer experiences: the one you think you’re delivering and the one customers are actually getting. Most businesses never see the gap between the two until a customer’s already gone quiet, or gone somewhere else.

This 10-question check gives you an honest read on where that gap is, and the risk sitting underneath it – including what would happen if something changed and you weren’t there to catch it.

It only takes a few minutes. Your results are immediate.

Section 1 of 4 – First Impressions

Q1) If a stranger looked your business up online right now, what would they find?

Outdated, inconsistent, or hard-to-find information

Mostly okay, but a few gaps or inconsistencies

A generally accurate, professional picture

A polished, consistent, up-to-date presence across every channel

Q2) When someone contacts your business for the first time, what actually happens?

It depends who picks it up and when – there’s no set process

We generally respond, but the timing and quality vary a lot

We respond promptly most of the time, with a fairly consistent approach

Every enquiry gets a fast, consistent response, no matter who handles it

Section 2 of 4 – Presentation and Service Consistency

Q3) If a customer walked in, called, or landed on your site today, would your team and your space consistently feel ‘on-brand’ or does it depend on the day?

It depends on the day – presentation and tone vary a lot

Mostly fine, but there are inconsistencies worth tidying up

Generally consistent, with the occasional slip

Consistently on-brand, every time, no matter who’s involved

Q4) If two different customers deal with two different people in your business, how similar is the experience?

Noticeably different – it really depends who they get

Some differences, but the basics are usually covered

Mostly consistent, with the odd gap here and there

Consistent, no matter who they deal with

Section 3 of 4- Complaint handling, reviews and advocacy

Q5) When a customer raises a problem or complaint, what happens?

It lands wherever – there’s no set process, the outcome depends on who’s around

Someone deals with it, but there’s no documented approach

We have a rough process most of the team knows to follow

We have a clear, documented process everyone follows

Q6) Once someone becomes a customer, what happens to turn them into a repeat customer or a referral?

Nothing – the relationship ends once the transaction or job is done

Occasionally we follow up, but it’s not consistent

We usually follow up in some way

We have a deliberate follow-up process, every time

Q7) How actively do you ask for, track, or respond to customer reviews and feedback?

We don’t really ask for it or track it

We get some organically, but don’t actively manage it

We ask sometimes and respond when we remember

We have a deliberate process for asking, tracking and responding

Section 4 of 4 – Business Continuity
What happens to your customer experience if something unexpected happens?

Q8) If the owner, or whoever the business depends on most, were unexpectedly out of action for two weeks, what would happen to the business?

It would struggle – too much depends on that one person being there

It would be messy, but the team would muddle through

It would mostly hold up, with a few gaps

It would run exactly as it should, without them

Q9) If your most critical team member left tomorrow with no notice, how exposed would you be?

Very – a lot of what they know isn’t written down anywhere

Fairly – we’d lose time and knowledge figuring it out

Somewhat – we’d manage, but it would be a scramble

Not very – what they know is documented and shareable

Q10) If your systems, a key supplier, or a critical piece of equipment or software went down tomorrow, would your team know exactly what to do?

No – we’d be figuring it out as it happens

Not really – a few people might know parts of it

Mostly – there’s a rough plan most people know

Yes – there’s a clear, documented plan everyone can follow

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The CX Score

See your business through your customers’ eyes.