Customer Experience Diagnostic

How it Works

The Customer Experience Diagnostic provides powerful data for use with all employees to indicate the mindset of an entire organization, or it can be targeted to specific groups where there is an intention to enhance customer alignment and improve customer experience.

The diagnostic is an online tool. An employee enters an access code and responds to a set of items that ask about their behaviors and experiences related to customers and colleagues. The diagnostic takes less than 20 minutes to complete.

Every employee who takes the diagnostic receives immediate online feedback that includes their strengths in customer satisfaction and areas for improvement. Company executives receive a report of results for any team or organizational unit, and detailed guidance on how to impact the company's customer satisfaction levels.