CX assessment
How customers find you, buy and come back today, and the changes worth making first. Journeys, systems, data, consent and reporting reviewed, with a prioritised roadmap.
The journey and the systems behind it
Customer journeys
First visit, first purchase, return and lapse, across store, web, app and messages.
Your stack
CRM, customer engagement platform, POS, analytics and messaging, and what they send each other.
Segments and data
The customer data you capture, how clean it is, and the segments you can build from it.
Consent and suppression
Opt-ins, preferences, frequency caps and suppression rules, under the privacy laws that apply to you.
Current campaigns
What goes out today, to whom and when, and what it is meant to change.
Reporting
What you measure, and whether it tells you what improved repeat purchase or retention.
Kick-off, review, findings, roadmap
Kick-off
We agree the scope, the people to talk to and the access needed.
Review
We walk the journeys and review the systems, data and campaigns.
Findings
Gaps and quick wins, ranked by effort and impact on repeat business.
Roadmap
A prioritised plan and a recommended engagement level, walked through with your team.
What you get
- A current-state map of your customer journeys and systems
- Data and consent gaps, with what each one blocks
- Quick wins your team can start on straight away
- A prioritised roadmap and a recommended level (L1, L2 or L3)
Not included
- Running campaigns (see the L1–L3 levels)
- New platform licences
- Creative production
Duration
Agreed at scoping, based on the channels and systems in scope.
Price
On request. Fixed and agreed in writing before work starts.
Is this the right fit?
Customer-facing businesses with repeat customers, a CRM or engagement tool that isn’t doing what it was bought for, or journeys that fall apart between systems. It is also the first step into digital customer experience and marketing automation work.
Common questions about the CX assessment
What access do you need?
Read-only or viewer access to your CRM, engagement platform and analytics where possible, plus time with the people who run campaigns and own customer data.
Do we need a specific platform?
No. We review whatever you use today, and recommend a new tool only if it fixes a real gap.
Does it include running campaigns?
No. The assessment ends with a roadmap and a recommended level. Running campaigns is the L1, L2 or L3 work that can follow.
What happens after the assessment?
You keep the roadmap and can act on it yourselves, with another firm, or with us at the recommended level.
How long does it take?
It depends on the channels and systems in scope. We agree the duration at scoping, before work starts.
See your customer journey clearly
Tell us which tools you use and where customers drop off. We’ll tell you whether an assessment is the right first step.