CX Diagnostic — Intake

Choose your diagnostic.

Select your tier and preferred month. Slots are capped to ensure every diagnostic gets dedicated, focused attention.

Tier *

The Diagnostic

£750

No calls needed. Video walkthrough + written action plan + implementation playbook. 5 business days.

Most complete

The Diagnostic + Call

£1,200

Everything above + 60-min strategy call to walk through findings + call recording.

Preferred month *

About you and your business.

Context about your company and customers. This shapes how I interpret everything that follows and determines which implementation guides I build for you.

Full name *

Email *

Company *

Your role *

Website

Industry *

Headcount

Paying customers

In one sentence, what does your company do? *

Your tools and team.

I need to know exactly what you're working with so the implementation guides in your report are written for your actual stack.

→ This feeds: implementation workflows, tool-specific configurations, team assignments

What CRM do you use? *

Any other tools not listed above?

Who owns the customer experience in your company today? *

A specific person? A team? Nobody? Who does what?

Describe your CX or support team structure *

How many people, who reports to whom, what each person is responsible for.

Your customer journey.

I need to understand what actually happens at each stage. Not the idealised version. The real one, with the gaps.

→ This feeds: onboarding sequence, touchpoint map, handoff workflow

What literally happens between someone paying and their first use of your product? *

Walk me through the exact steps. Who contacts them? When? What emails do they receive? Where do people get stuck?

At what point do most customers experience their first moment of real value? *

The moment they think "this is why I bought this." If you don't know, say so.

How do customers get support when something goes wrong? *

Every channel. Response times. Who handles what. Whether anyone proactively reaches out.

What does your renewal or retention process look like today?

Contract length, who handles renewals, whether anyone contacts customers before renewal.

What's not working.

I need the real picture. Not what you'd say in a board meeting. What keeps you up at night.

→ This feeds: findings, priority action plan, quick wins

If I could only fix one thing about your customer experience, what should it be? *

What do your customers complain about most? *

Exact words if you have them. Tell me how you know this (reviews, tickets, churn calls, gut feel).

Tell me about a recent customer interaction that went badly. *

What happened, how it was handled, and what it revealed about your experience.

Now tell me about one that went well.

What made the difference? Was it the person, the process, or luck?

Your numbers and your customers.

Real metrics, not aspirational ones. And a clear picture of who your customers actually are.

→ This feeds: health score model, customer personas, self-score comparison

What CX metrics do you currently track, and what are their current values? *

Churn rate, NPS, CSAT, first response time, time to value, expansion revenue. Give me the actual numbers.

What does a successful customer look like? *

Not revenue. Behaviour. What are they doing when things are going well?

What does a customer who's about to churn look like? *

Behavioural signals you've noticed, even informally.

Do you segment your customers in any way today?

On a scale of 1 to 5, how would you rate your current customer experience?

1 = critically broken, 5 = strong but room to improve

History and expectations.

What you've already tried and what success looks like. This ensures I don't recommend what you've already ruled out.

What have you already tried to fix the problem? *

Hires, tools, process changes, consultants. What worked, what didn't, and why.

If this diagnostic gives you exactly what you need, what is different about your business in 90 days? *

Anything else I should see?

Links to your product, dashboards, past reports, recorded customer calls. The more I see, the sharper the diagnosis.

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