Quiz
Customer Experience Index (CXI)
Most organisations don’t lose customers because of one bad interaction.
They lose customers because friction, inconsistency, and internal disconnects slowly erode trust over time.
Customer experience is not owned by one department.
It is the result of how leadership thinks, how teams collaborate, how quickly problems are solved, and how consistently customers feel understood.
This assessment helps organisations understand how customer-centric their operations, culture, and behaviours really are — and where experience gaps may be costing loyalty, retention, and reputation.
Mission Objective
This diagnostic provides a practical snapshot of your organisation’s customer experience maturity.
Across 6 core pillars and 12 focused questions, you will assess how effectively your organisation:
Understands customer needs- Listens and responds to feedback
- Empowers employees to support customers
- Delivers consistent experiences across touchpoints
- Solves problems quickly and effectively
- Creates a culture focused on customer value
The outcome is not simply a score. It is a reflection of the experience your customers actually feel.
Time Required
5 – 10 minutes
Note: There are no right or wrong answers. Answer based on how your organisation truly operates today — not how it is intended to operate.
What You’ll Get
By the end of this assessment, you will receive:
- A total Customer Experience Score out of 120
- A breakdown across all 6 CX pillars
- Visibility into the biggest customer experience gaps and what is helping or hurting trust and loyalty
- Insight into which areas are helping or hurting customer trust and loyalty
- Practical direction on where improvement efforts will create the greatest impact
Takes 10–12 minutes · No login required · Instant results