CX Diagnostics

How much effort does it take
to be your customer?

This assessment doesn't measure satisfaction — it measures friction: how much your customers have to search, wait, repeat themselves, and chase your organisation to get what they came for.

12
questions across 6 dimensions — about 4 minutes
96%
of high-effort customers become less loyal (Gartner)
9%
among low-effort customers — friction makes the difference

12 questions. 6 sources of friction.
One honest picture.

Each question has four answers, from "friction everywhere" to "effortless". Answer based on how things actually are — not how they should be. You'll get an effort score, a view across all six sources, and a 30/90-day action plan.

Important: this assessment evaluates friction sources from inside the organisation. The actual customer effort metric — CES / NetEasy — can only come from customers themselves. If you have survey data, calculate it below the assessment.

0 / 36

If you hesitated between two answers, the real one is usually the lower. Organisations see far less friction in their processes than customers experience.
Your picture by source of friction
Where to start — your 3 weakest areas
Your plan
First 30 days

By day 90

Your result is the start of a conversation

The assessment shows where customers are doing your organisation's work. In a free 30-minute call we'll walk through your three biggest sources of friction and which one is worth removing first — no strings attached.

Discuss your result in 30 min Complaint cost calculator — what friction costs
This assessment is a deep dive into one dimension. For the full picture, check your CX maturity across 7 dimensions →
Have customer survey data? Calculate your actual NetEasy (CES) score
Customers are asked: "How easy was it to resolve your issue with us?" on a scale from 1 (very easy) to 7 (very difficult). Enter your response counts:
NetEasy score—

NetEasy = % answering "easy" − % answering "difficult". A positive score means more ease than friction; a high score (+50 and above) signals an effortless experience.