About This Resource
A structured index that scores customer experience maturity across journey design, channel consistency, personalisation, complaint handling, and feedback loops. Produces a CX maturity band and highlights the weakest touchpoints.
When launching a CX improvement programme or preparing for a customer strategy review.
Chief Customer Officer, Head of Retail Banking, Product Head, CX Lead
- Journey mapping coverage
- Channel consistency metrics
- Personalisation capabilities
- NPS and complaint data
- CX maturity band
- Touchpoint scores
- Priority improvement areas
Complete the Assessment
1. Journey Design
How comprehensively have you mapped customer journeys across your products?
How customer-centric is your product and service design process?
2. Channel Consistency
How consistent is the customer experience across your digital and physical channels?
How well do your channels share customer context and history?
3. Personalisation
How personalised are your customer communications and offers?
How effectively do you use customer data to improve the experience?
4. Complaint Handling
How effective is your complaint handling process?
How well do you use complaint data to drive service improvements?
5. Feedback Loops
How systematically do you collect customer feedback across touchpoints?
How quickly and effectively do you act on customer feedback?