CX Diagnostics

Is good experience guaranteed —
or does it depend on who's on duty?

Almost every organisation is convinced it serves customers well. This assessment checks what that conviction rests on: standards, measurement and culture — or a few good people holding everything together.

12
questions across 6 dimensions — about 4 minutes
80%
of leaders believe their service is superior (Bain)
8%
of their customers agree — the famous delivery gap

12 questions. 6 quality dimensions.
One honest picture.

Each question has four answers, from “luck of the draw” to “works as a system”. Answer based on how things actually are — not the values poster on the wall. You'll get a score, a view across all six dimensions, and a 30/90-day action plan.

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If you hesitated between two answers, the real one is usually the lower. In Bain's study, 80% of leaders rated their service as superior; 8% of their customers agreed. That gap is born precisely from generous self-assessment.
Your picture by quality dimension
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 whether quality rests on a system or on a few people's shoulders. In a free 30-minute call we'll walk through your weakest dimensions and where to start — no strings attached.

Discuss your result in 30 min CES assessment — quality measured in customer effort
This assessment is a deep dive into one dimension. For the full picture, check your CX maturity across 7 dimensions →