The Customer Experience Quiz maps your organisation across seven stages of the client journey and seven layers of experience quality. In 10–15 minutes, you get a personalised picture of where your experience is designed, where it’s accidental, and where to focus first.
Not a satisfaction score. A map of your experience across seven stages; from the moment someone first hears about you to what happens when they leave.
Every organisation has one area where a targeted improvement would have the biggest impact on retention, referrals, and results. You’ll know which one is yours.
Not a generic report. Three actions based on your actual results; your lowest stage, your weakest layer, and a quick win using what’s already working.
10–15 minutes | Free | For leaders who want to know where to focus, not just how they’re doing
The quiz measures your experience at every stage of the relationship; before someone finds you, through to what happens after they leave. Each stage is assessed across seven layers of experience quality, so the result tells you not just where the gaps are, but what kind of gap it is.
Before they know you exist. Are you showing up in the language of their problem, or waiting to be found?
When they’re looking for answers, not yet for you. Are you present where they’re actually looking?
The moment of commitment. Committing feels risky for them. Is your experience designed to guide that decision; or does it create more questions?
They said yes. Does what happens next feel like the beginning of something good, or like admin?
The long middle. Does every touchpoint add value; or exist because it always has?
The client isn’t the same person who joined. Are you designing for who they are now?
They’ve finished, paused, or left. How you handle this determines whether they come back, refer, and what story they tell.
Each stage is assessed across seven design layers:
Do your systems make it easy, or do your clients do work your processes should be doing?
Is the experience deliberately designed end-to-end, or did it grow by accident?
Does confidence in the relationship build automatically, or only when someone remembers to check in?
Does your experience adapt to each client over time, or treat everyone the same?
Can your clients see and feel their own progress, or do they just hope it’s working?
Are your longest-standing clients your loudest advocates; or your quietest?
Is your experience unmistakably yours, or simply competently delivered?
10–15 minutes. Free. Personalised to your organisation.
A results page showing your experience band across all seven stages and seven layers; so you can see at a glance where things are working and where they aren’t.
A layer-by-layer interpretation that tells you what your results actually mean in plain language.
Three specific next steps: the stage most worth strengthening, the layer most worth building, and one quick win you can act on this week. Your results live at a link you can save, return to, and share with your team.
Take the quiz ↓Your overall results place you in one of four profiles. These aren’t labels; they’re a starting point for understanding where your experience design is right now.
You’re at the beginning of intentional design. What you’re doing works in places; the opportunity is building the architecture that makes it consistent.
You’re making deliberate choices and your clients feel it. The opportunity is making what’s working in pockets consistent across the whole experience.
You think about experience deliberately and it shows. The opportunity is in the compounding; sustaining that intention across every stage, not just the ones you’ve prioritised.
Your experience gets better over time rather than just staying the same. Clients stay, refer, and deepen. The opportunity is protecting what’s working and finding the edges worth refining.
The quiz takes 10–15 minutes. Your results are ready immediately after you submit; a personalised page built from your answers, with specific insights and three clear next steps.
If your results raise questions worth exploring together, you can book a CX Quiz Deep Dive; a 60-minute conversation where we look at your results and you leave knowing exactly where to start.