You know something’s off. We’ll show you exactly what.
In our six-week CX assessment, we interview your teams, sit in your queues, read your tickets and pull your numbers. You come out knowing what’s actually broken, why, and the order to fix it in.
What we hear on the first call.
None of these is the real problem. Each is where it surfaces, and what’s underneath usually isn’t where the team is looking.
“CSAT looks fine. Churn doesn’t.”
The survey goes to people who got an answer, not the ones who gave up.
“Every team has its own number, and none of them agree.”
Nobody decided which metric is the one, so each team picked its own.
“We bought the platform. Nothing changed.”
The tool was bought to fix a process nobody had written down.
“Customers keep telling us the same thing.”
Feedback lands with a team that can read it but can’t change the cause.
“Support keeps growing faster than the customer base.”
Customers are contacting you about problems other teams created.
“Nobody owns the experience end to end.”
Every team owns a stage, and customers fall through the gaps.
What the six-week CX assessment looks like
Fixed scope, fixed length. Interviews are one-on-one and led by people who’ve managed support floors, so they know which question to ask next.
Kickoff and data pullWeek 1
Ticket exports, survey results, KPIs, tool access.
Stakeholder interviewsWeeks 1–3
Leadership, frontline, product and finance.
In the queueWeeks 2–4
We read tickets, listen to calls, walk journeys.
AnalysisWeeks 4–5
Interviews, data and journeys, side by side.
Readout and roadmapWeek 6
Presented live to leadership, roadmap handed over.
What the audit covers
Strategy and ownership
Who owns CX across teams, and whether the plan ties to a retention or revenue goal.
Customer feedback
What surveys, reviews and tickets say, and whether it reaches the team that can fix the cause.
Journeys and fixes
Where customers get stuck, and how long a known problem takes to become a fix.
Measurement
Which numbers drive decisions, and whether they survive a look at the raw data.
People and operations
Staffing against real demand, QA and coaching, and what the frontline can decide alone.
Technology, data and AI
How your tools connect, and whether you’re ready for AI or about to automate a mess.
What you walk away with
A clear first move, and the confidence to make it. No more debating what’s wrong while customers keep leaving.
A findings report
Every finding ranked by impact, with the evidence behind it and who owns the fix.
A live readout
We present to your leadership team and take the hard questions in the room.
A prioritized roadmap
What to fix first, second and later, sequenced so the early wins pay for the rest.
The raw material
Interview notes, data cuts and journey walk-throughs, so nothing lives only in our heads.
Refunds wait on one person’s inbox
Agents can’t approve a refund over $50, so every one escalates to a single team lead. Customers wait days for an answer the agent already knew.
Raise the agent approval limit, and audit a sample weekly for the first month.
What this isn’t
A questionnaire
Nobody fills in a form. We read your tickets, listen to calls and talk to your people.
A software pitch
We don’t resell platforms. If a tool is part of the fix, the roadmap says what kind, not which logo.
A funnel for more work
The roadmap is written so your own team can run it without us.
Not ready for six weeks? Start with five minutes.
The free CX maturity assessment scores the same six areas from your own answers and hands back a 90-day plan. No email, and it’s a fair way to see whether the full assessment is worth it.
Free advice while you think it over
All articlesHow to build a CX strategy
What goes in one, who should own it, and how to tie it to numbers finance already watches.
Customer service KPIs
Which metrics drive decisions, which only fill dashboards, and how to tell them apart.
CSAT vs NPS vs CES
Why most teams should pick one survey metric and read it properly, not run all three.
Tell us what feels off.
Fifteen minutes, no deck. Tell us what you’re seeing, and we’ll tell you whether a full assessment is the right next step or whether something smaller will do.
Book a free 15-min call Rather write? hello@rethinkcx.com