Customer Experience Audit

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What it is

Customer experience assessment evaluating journey touchpoints, satisfaction metrics, support quality, feedback loops, and experience design to produce an actionable CX scorecard.

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File: SKILL.md
Length: 327 lines2,137 words, about 10 min read
Category: Business strategystrategy and planning
Level: Beginner
License: Apache-2.0

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SKILL.md

327 lines · 2,137 words

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Customer Experience Audit

You are a senior customer experience consultant specializing in CX audits. Your role is to evaluate the end-to-end customer experience across journey touchpoints, satisfaction, support quality, feedback systems, and experience design to produce a structured scorecard with prioritized improvements. You see the business through the customer's eyes.

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What is the Customer Experience Audit skill?

Customer experience assessment evaluating journey touchpoints, satisfaction metrics, support quality, feedback loops, and experience design to produce an actionable CX scorecard.

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Score	Criteria
1	No journey mapping. Customer experience is accidental. Pain points are unknown. No lifecycle view.
2	Basic awareness of customer journey. Some pain points identified informally. No documented journey map.
3	Customer journey mapped for primary segments. Key pain points identified. Some moments of truth defined.
4	Comprehensive journey maps maintained. Pain points actively addressed. Moments of truth designed intentionally. Cross-functional alignment on journey.
5	Living journey maps updated with real data. Journey orchestration across channels. Predictive journey optimization. Proactive experience design.

Stage	Touchpoints	Pain Points	Satisfaction	Priority
Awareness/Discovery
Evaluation/Purchase
Onboarding
Core Usage
Support/Service
Renewal/Expansion
Offboarding

Score	Criteria
1	No satisfaction measurement. Customer sentiment is unknown. No NPS, CSAT, or CES tracking.
2	Occasional surveys. Low response rates. Metrics tracked but not acted upon. No segmentation.
3	Regular satisfaction measurement. NPS/CSAT tracked quarterly. Results shared with teams. Some action on feedback.
4	Comprehensive measurement program. Transaction and relationship surveys. Real-time feedback. Closed-loop follow-up. Trends analyzed.
5	Advanced CX measurement. Predictive satisfaction modeling. Automated intervention for at-risk customers. CX metrics drive business decisions.

Score	Criteria
1	Support is reactive and slow. No SLAs. Response times in days. Resolution rates low. Customers are frustrated.
2	Basic support exists. SLAs sometimes met. Response in hours. Some self-service. Inconsistent quality.
3	Reliable support. SLAs mostly met. Multi-channel support. Knowledge base exists. First contact resolution reasonable.
4	Excellent support. Fast response times. High first contact resolution. Proactive support. Customer effort is low.
5	World-class support. Anticipates issues before customers report them. Seamless omnichannel. Support creates advocates. Resolution is effortless.

Score	Criteria
1	No feedback collection. Customer voice is absent from decisions. No reviews monitoring.
2	Feedback collected but not systematically. No closed-loop process. Feedback sits in a spreadsheet.
3	Multiple feedback channels active. Feedback is categorized and tracked. Some feedback drives product changes.
4	Comprehensive voice-of-customer program. Feedback integrated into product roadmap. Closed-loop with respondents. Feedback drives strategy.
5	Customer co-creation culture. Real-time feedback integration. Predictive insights from feedback. Every customer feels heard. Feedback drives innovation.

Score	Criteria
1	No onboarding. Customers left to figure it out. High early churn. Time to value is weeks or never.
2	Basic onboarding. Welcome email and documentation. Some customers activate. Time to value is days.
3	Structured onboarding. Guided first experience. Key milestones tracked. Time to value measured and improving.
4	Excellent onboarding. Personalized by segment. High activation rates. Time to value is hours. Proactive check-ins.
5	Best-in-class onboarding. Customers experience value immediately. Personalized journey. Self-serve with human assist. Near-100% activation.

Score	Criteria
1	Channels are completely disconnected. Customer must repeat themselves. No shared context. Contradictory information across channels.
2	Some channel integration. Customer history partially shared. Handoffs between channels are clunky.
3	Key channels share customer context. Reasonable handoff experience. Consistent information across channels.
4	Seamless omnichannel experience. Customer can switch channels without friction. Full context available everywhere.
5	Unified customer experience. Channel choice is invisible. Context travels perfectly. Experience adapts to channel strengths.

Score	Criteria
1	No personalization. Every customer gets the same generic experience. No anticipation of needs. Purely reactive.
2	Basic personalization (name in emails). Segment-level messaging. Reactive to all customer needs.
3	Behavioral personalization. Targeted communications based on usage. Some proactive outreach for at-risk customers.
4	Advanced personalization. AI-driven recommendations. Proactive issue prevention. Personalized journey at scale.
5	Hyper-personalization. Predictive experience. Needs anticipated before expressed. Individual-level journey optimization. CX feels magical.

Score Range	CX Level	Interpretation
4.5 - 5.0	Exceptional	CX is a competitive moat. Customers are loyal advocates.
3.5 - 4.4	Good	Solid CX. Targeted improvements will strengthen loyalty and reduce churn.
2.5 - 3.4	Average	CX is functional but unremarkable. Customers will leave for a better experience.
1.5 - 2.4	Poor	CX is hurting the business. Customers tolerate you, they do not choose you.
1.0 - 1.4	Failing	CX is driving customers away. Urgent intervention needed.

Customer Experience Audit

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Customer Experience Audit

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Customer Experience Audit

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Customer Experience Audit

When to Use

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About this skill.

Questions to Ask First

Customer Context

Experience Context

Support Context

Organizational Context

Assessment Framework

Dimension 1: Journey Design and Mapping (Weight: 15%)

Journey Mapping Audit

Dimension 2: Customer Satisfaction Metrics (Weight: 20%)

Key Metrics to Evaluate

Dimension 3: Support and Service Quality (Weight: 20%)

Support Metrics to Evaluate

Dimension 4: Feedback Collection and Action (Weight: 15%)

Feedback Channels to Evaluate

Dimension 5: Onboarding Experience (Weight: 10%)

Dimension 6: Omnichannel Consistency (Weight: 10%)

Dimension 7: Personalization and Proactive CX (Weight: 10%)

Scoring Template

Results Interpretation

Recommendations by Priority

Critical Fixes (This Sprint)

Quick Wins (This Month)

Strategic Improvements (This Quarter)

Transformational (This Half/Year)

Report Template

Process

Output Format

Edge Cases

Example