Measure & Scale Your Customer Experience Maturity
The CX Maturity Assessment is an interactive, fully online evaluation that benchmarks your organisation against customer experience industry standards. Answer 36 questions, get an instant CX maturity score, directional industry benchmarks and a board-ready action plan as a PDF report.
Start the free CX maturity assessment · See pricing · Download the brochure
Why Evaluate Your CX Maturity?
Identify Strategic Gaps in Customer Journeys
Pinpoint where experiences break down across people, process and touchpoints, so you know exactly what to fix first.
Benchmark Performance Against Industry Competitors
Compare your maturity against directional industry panels and see what good looks like at your next level. Benchmark comparisons are directional panels, not audited industry data.
Generate Actionable Roadmaps for Executive Buy-In
Walk away with a board-ready action plan and the evidence to justify CX investment and resource allocation.
The Core Pillars of CX Evaluation
Strategy & Executive Vision
How clearly customer experience is defined, owned and funded at executive level.
Customer Insights & Data Analytics
How systematically you capture voice of the customer data and turn it into decisions.
Journey Mapping & Execution
How well end-to-end journeys are mapped, designed and improved across touchpoints.
Technology & Infrastructure Architecture
Whether your platforms, CRM and data architecture support a joined-up customer experience.
Culture & Cross-Functional Governance
How embedded customer centricity is in behaviours, incentives and governance forums.
How the CX Maturity Assessment Works
Step 1: Complete the Interactive Evaluation
Answer 36 questions across the CX dimensions, ideally with six to eight executives or CX team leads in the room.
Step 2: Receive Your Instant CX Maturity Score
See your overall score, maturity level and per-dimension breakdown on screen immediately.
Step 3: Download Your Detailed Benchmark & Action Plan
Download a PDF report with benchmarks, next best actions per dimension and a prioritised roadmap.
Pricing
Free assessment: instant score and summary report. Lite assessment: 149 USD. Full assessment: 395 USD, with a detailed roadmap, owners, timelines and effort estimates.
Frequently Asked Questions About CX Maturity
What is a CX maturity model?
A structured framework that scores how capable an organisation is at designing, delivering and governing customer experience across six dimensions on a 1 to 5 scale.
How long does the assessment take to complete?
Around five to ten minutes for 36 questions, with results on screen straight away.
Who should take this evaluation?
Heads of Customer Experience, CX directors, CMOs and operations leaders in B2B organisations.