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CX Score

Basic-Business-Info

Business Type

What best describes your organization's business model?

Business to Consumer (B2C)

Business to Business (B2B)

Business to Government (B2G)

Government Agency

Consumer to Consumer / Marketplace

Basic-Business-Info

Target Audience Age Group

Please indicate the approximate age distribution of your customer base.

16–24

25–34

35–44

45–54

55–64

65+

Basic-Business-Info

Customer Experience Team's Primary Objective

What is the primary focus of your Customer Experience team?

Customer Service

Outbound Sales

Inbound Sales

Technology-&-Tools

Primary Channels for Customer Engagement

Which channels do you primarily use to engage with your customers? (Select all that apply)

Phone (Voice calls)

Instant Chat

Instant Messaging (e.g., WhatsApp, SMS, Viber, WeChat)

Social Media Messaging (e.g., Facebook, Instagram, X)

Video Calls

Co-browsing

Technology-&-Tools

Response Time Expectations

What is the average response time for customer inquiries on digital channels?

Less than 1 minute

1–5 minutes

5–15 minutes

15–30 minutes

Over 30 minutes

Technology-&-Tools

Contact Center Type

What type of contact center does your organization use

Cloud

On-Premise

Hybrid

Technology-&-Tools

Applications Used by Agents

Which applications do your agents use to manage customer interactions? (Select all that apply)

Technology-&-Tools

Are your Application integrated with Contact Center?

Yes

AI-Enablement

Self-Service Options Availability

Do you offer self-service options for your customers?

Yes

AI-Enablement

In what ways AI tools are used?

Answering Frequently Asked Questions (FAQs)

Offering Customer Service in Natural language

Automating Routine Tasks

Real Time Language Translation

Recommending Products and Solutions in Real Time

Other

AI-Enablement

Self-Service Channels

Which self-service channels do you offer? (Select all that apply)

Self-service via Chat

Self-service via IVR (Interactive Voice Response)

Self-service via Automated Voice Bot

In-store Self-service

AI-Enablement

Backend System Integration with Bot

Is your self-service bot connected to backend systems (e.g., CRM, core systems)

Yes

Training-&-Team-Support

Agent Support for Enhanced Interaction Handling

How do you empower your agents to handle interactions more effectively? (Select all that apply)

Regular Agent Training

AI-enabled Agent Assistance

Real-time Agent Response Suggestions

Real-time Supervisor Assistance

Peer-to-Peer Agent Assistance

Agent Knowledge Base

Sales-Enablement

Sales Channels

Which digital sales channels do you currently use? (Select all that apply)

Company Website

E-commerce Platforms (e.g., Shopify, Amazon)

Mobile Apps

Physical Stores

Social Media Shops (e.g., Instagram Shop, Facebook Marketplace)

Other

Sales-Enablement

Personalized Sales Recommendations

Do you offer personalized product or service recommendations to your customers?

Yes

Sales-Enablement

How are recommendations delivered?

Through Website/App Suggestions

Via Email Campaigns

In Chat Conversations

Other

Sales-Enablement

Proactive Engagement Channels

Which channels do you use to proactively reach out and engage with your customers? (Select all that apply)

Phone Calls

SMS/Text Messaging

Email Campaigns

Instant Messaging Platforms (e.g., WhatsApp, WeChat)

Social Media Messaging (e.g., Facebook Messenger, Instagram Direct)

Push Notifications (Mobile App or Website)

In-App Messaging

Direct Mail

Other

Sales-Enablement

Frequency of Proactive Outreach

How often do you proactively reach out to your customers through outbound channels?

Daily

Weekly

Monthly

Occasionally (as needed)

Other

Sales-Enablement

Types of Proactive Engagement

What are the primary purposes for your proactive outreach? (Select all that apply)

Promotions and Discounts

New Product or Service Announcements

Customer Feedback or Surveys

Appointment Reminders or Confirmations

Order Updates or Shipping Notifications

Account Updates or Alerts

Customer Education (e.g., How-To Guides, Tutorials)

Other

Sales-Enablement

Customer Segmentation for Outreach

Do you segment your customers for outbound communication?

Yes

Sales-Enablement

How do you segment them?

Based on Purchase History

Based on Demographics (Age, Gender, Location)

Based on Behavioral Data (Browsing Activity, Interests)

Based on Engagement History (e.g., Email Opens, Clicks)

Other

Sales-Enablement

Tools for Outbound Calling

Which tools or technologies do you use for outbound calls? (Select all that apply)

Predictive Dialers

Auto Dialers

Cloud-Based Dialing Software

Integrated CRM with Outbound Calling Features

Call Analytics Tools

Other

Sales-Enablement

Call Personalization Techniques

Do your outbound calling tools support personalized outreach?

Yes

Sales-Enablement

what features do they offer?

Customer History Pop-Ups during Calls

Dynamic Script Customization

Call Recording and Analysis

Integration with CRM for Real-Time Insights

Other

Training-&-Team-Support

Strategies for Improving Team Efficiency

What strategies do you use to enhance the efficiency of your customer service or sales teams? (Select all that apply)

Regular Performance Reviews

Team Collaboration Tools

Process Automation

Gamification and Incentives

Flexible Scheduling or Workforce Optimization Tools

Other

Training-&-Team-Support

Tools for Agent Productivity

What tools or technologies do you use to improve agent productivity? (Select all that apply)

Knowledge Management Systems

Real-time Call/Chat Assistance Tools

AI-powered Tools for Recommending Actions or Responses

Multitasking Capabilities (Handling Multiple Chats or Calls)

Advanced Search Tools for Faster Information Retrieval

Other

Training-&-Team-Support

Workforce Management

Do you use workforce management tools to optimize agent schedules and workloads?

Yes

Training-&-Team-Support

What features are most valuable?

Forecasting and Scheduling

Real-time Adherence Monitoring

Workload Balancing Across Channels

Shift Bidding or Self-scheduling Options

Other

Performance-Monitoring

Real-Time Monitoring Tools

Do you use tools to monitor your contact center operations in real time?

Yes

Performance-Monitoring

Which aspects do you monitor?

Agent Availability and Workload

Customer Wait Times and Queue Depth

Call/Chat Volumes

Service Level Compliance

Other

Performance-Monitoring

Reporting Automation

Are your reporting processes automated?

Yes, Fully Automated

Partially Automated

No, Reports Are Created Manually

Performance-Monitoring

What types of reports are automated?

Daily/Weekly/Monthly Performance Reports

Agent Productivity Reports

Customer Feedback Reports

SLA Compliance Reports

Other

Performance-Monitoring

Analytics for Team and Agent Improvement

Do you use analytics tools to identify areas for team or agent improvement?

Yes

Performance-Monitoring

How are these tools used?

Identifying Bottlenecks in Customer Journeys

Analyzing Call/Chat Transcripts for Agent Effectiveness

Predictive Analytics for Future Demand

Sentiment Analysis of Customer Interactions

Other

Training-&-Team-Support

Supervisor Support for Agents

What tools or processes are in place to support supervisors in managing agents? (Select all that apply)

Real-time Monitoring Dashboards

Instant Escalation Alerts

Supervisor Coaching or Feedback Tools

Tools for Live Interventions (e.g., Whisper or Barge-in Features)

Other

Performance-Monitoring

Key Metrics Tracked

Which performance metrics do you actively monitor for your contact center? (Select all that apply)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Average Handle Time (AHT)

First Call Resolution (FCR)

Abandonment Rate

Agent Utilization Rate

Other

Fill The Form to Get Your Score

Contact-Info

Start Your CX Evaluation

CX Score

Business Type

What best describes your organization's business model?

Target Audience Age Group

Please indicate the approximate age distribution of your customer base.

Customer Experience Team's Primary Objective

What is the primary focus of your Customer Experience team?

Primary Channels for Customer Engagement

Which channels do you primarily use to engage with your customers? (Select all that apply)

Response Time Expectations

What is the average response time for customer inquiries on digital channels?

Contact Center Type

What type of contact center does your organization use

Applications Used by Agents

Which applications do your agents use to manage customer interactions? (Select all that apply)

Are your Application integrated with Contact Center?

Self-Service Options Availability

Do you offer self-service options for your customers?

In what ways AI tools are used?

Self-Service Channels

Which self-service channels do you offer? (Select all that apply)

Backend System Integration with Bot

Is your self-service bot connected to backend systems (e.g., CRM, core systems)

Agent Support for Enhanced Interaction Handling

How do you empower your agents to handle interactions more effectively? (Select all that apply)

Sales Channels

Which digital sales channels do you currently use? (Select all that apply)

Personalized Sales Recommendations

Do you offer personalized product or service recommendations to your customers?

How are recommendations delivered?

Proactive Engagement Channels

Which channels do you use to proactively reach out and engage with your customers? (Select all that apply)

Frequency of Proactive Outreach

How often do you proactively reach out to your customers through outbound channels?

Types of Proactive Engagement

What are the primary purposes for your proactive outreach? (Select all that apply)

Customer Segmentation for Outreach

Do you segment your customers for outbound communication?

How do you segment them?

Tools for Outbound Calling

Which tools or technologies do you use for outbound calls? (Select all that apply)

Call Personalization Techniques

Do your outbound calling tools support personalized outreach?

what features do they offer?

Strategies for Improving Team Efficiency

What strategies do you use to enhance the efficiency of your customer service or sales teams? (Select all that apply)

Tools for Agent Productivity

What tools or technologies do you use to improve agent productivity? (Select all that apply)

Workforce Management

Do you use workforce management tools to optimize agent schedules and workloads?

What features are most valuable?

Real-Time Monitoring Tools

Do you use tools to monitor your contact center operations in real time?

Which aspects do you monitor?

Reporting Automation

Are your reporting processes automated?

What types of reports are automated?

Analytics for Team and Agent Improvement

Do you use analytics tools to identify areas for team or agent improvement?

How are these tools used?

Supervisor Support for Agents

What tools or processes are in place to support supervisors in managing agents? (Select all that apply)

Key Metrics Tracked

Which performance metrics do you actively monitor for your contact center? (Select all that apply)

Fill The Form to Get Your Score

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Your Business Email

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