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Customer Experience Maturity Assessment

Welcome!


This self-assessment will help identify where your organization stands on the customer experience (CX) maturity curve. It takes less than 10 minutes to complete. Your responses are confidential, and you’ll receive a detailed summary of insights and actionable recommendations.

SECTION 1: Leadership & Strategy

Our executive leadership actively promotes customer experience initiatives.

Single choice
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
2. We have a documented CX vision that is communicated throughout the organization.
Yes
No
We're in the process of creating a CX vision document
3. We invest in CX as a long-term strategic priority, not just a tactical program.
Yes
No
We're in the process of creating a CX vision document

SECTION 2: Voice of Customer (VoC)

Add your text

4. We collect customer feedback regularly across key touchpoints.
Yes
No
Not as well as we should
5. Customer feedback is analyzed and shared with relevant teams in a timely manner.
Yes
No
Not as well as we should
6. We act on feedback consistently to improve customer experiences.
Yes
No
Not as well as we should

SECTION 3: Employee Engagement

7. Employees are trained and empowered to deliver a great customer experience.
Yes
No
Not as well as we should
8. There is a clear link between employee performance and customer outcomes.
Yes
No
Not as well as we should
9. Internal teams collaborate across departments to resolve customer issues.
Yes
No
Not as well as we should

SECTION 4: CX Design & Innovation

10. We map customer journeys to understand pain points and moments of truth.
Yes
No
Not as well as we should
11. Customers are involved in co-creating or testing new products/services.
Yes
No
Not as well as we should
12. We experiment and innovate to improve the overall customer journey.
Yes
No
Not as well as we should

SECTION 5: Metrics & Governance

13. We track CX metrics (e.g., NPS, CSAT, CES) across the organization.
Yes
No
Not as well as we should
14. There is a dedicated CX team or function with clear accountability.
Yes
No
Not as well as we should
15. CX performance is integrated into strategic decision-making.
Yes
No
Not as well as we should

Submission Confirmation Page

Thank you for completing the CX Maturity Assessment. Your responses are being analyzed, and a personalized report will be emailed to you shortly.

You are one step closer to unlocking transformative customer experiences.

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CX COMPANY PTY LTD t/a CX INSTITUTE SOUTH AFRICA - CO REG # 2000/0012777/07

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