Customer Experience Capability Assessment Tool
Staff Details
Quick Checklist (Years of Experience)
Instructions:
Identify the areas you have worked in and enter your points for each area
- 0 years = 0
- <1 year = 1
- 1–3 years = 2
- 3+ years = 3
| CX Area | Experience | Points | Weight | Total |
|---|---|---|---|---|
| Contact Centre / Customer Support | 0 | 1 | ||
| Experience / Service Design | 0 | 1.5 | ||
| Customer Insights / Feedback | 0 | 1.5 | ||
| Service Excellence | 0 | 1 | ||
| Operations & Process | 0 | 1 | ||
| Digital Experience | 0 | 1 | ||
| Customer Engagement | 0 | 1 | ||
| Training / Coaching | 0 | 1 | ||
| CX Strategy | 0 | 1.5 | ||
| Data & Metrics | 0 | 1.5 | ||
| Leadership | 0 | 1 |
Quick Checklist Score: 0
Core Capability Assessment
Instructions:
Rate each statement 1–5 based on your experience.Scale: 1 = Not at all | 2 = Slightly | 3 = Sometimes | 4 = Often | 5 = Consistently
| Statement | Rating | Weight | Total |
|---|---|---|---|
| I use customer feedback or data to guide decisions | 1 | ||
| I am involved in understanding customer needs | 1 | ||
| I act on customer insights | 1 | ||
| I am involved in CX strategy formulation | 1.2 | ||
| I align my work to business goals | 1.2 | ||
| I take action to improve customer experience | 1.2 | ||
| I understand key CX metrics | 1.2 | ||
| I use CX performance indicators | 1.2 |
Core Score: 0
Final Score
Total Points: 0
Level:
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