CX Diagnostics

Do you hear customers —
or just listen?

Most organisations collect customer feedback. Far fewer analyse it. And only a handful turn it into decisions the customer ever learns about. This assessment shows where your chain breaks.

12
questions across 6 dimensions — about 4 minutes
5–25 %
of unhappy customers complain — the rate depends on how serious the problem is. A working VoC system hears the rest (J. A. Goodman, TARP)
6
links in the chain — from collection to decisions

12 questions. 6 links in the chain.
One honest picture.

Each question has four answers, from “we don't collect it” to “the voice drives decisions”. Answer based on how things actually are — not on how many surveys go out. You'll get a score, a view across all six links, and a 30/90-day action plan.

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If you hesitated between two answers, the real one is usually the lower. Survey volume creates the impression of listening, but a chain is measured by its weakest link: feedback collected without action is just a politeness ritual.
Your picture by link in the chain
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 the customer's voice gets lost — in collection, in analysis, or on the way to decisions. In a free 30-minute call we'll walk through your weakest links and where to start — no strings attached.

Discuss your result in 30 min Complaint cost calculator — what silence costs
This assessment is a deep dive into one dimension. For the full picture, check your CX maturity across 7 dimensions →