CUSTOMER EXPERIENCE ASSESSMENT

Unlock actionable insights from your customers

Description
This tool is designed to help you uncover critical pain points, unmet needs, and opportunities for improvement by capturing honest feedback directly from your audience.

By leveraging a structured approach and a robust set of key questions taken from thousands of interviews over the last 20 years, the CX Assessment will guide you to actionable next steps you need to accelerate product growth.

How to use this tool

Decide what you aim to achieve with this assessment.
Identify the desired growth outcome - this should be clear and easy to measure.
Come up with a reasonable timeline for this effort to be completed.
Create a single statement, shared with everyone assisting with the effort, to make sure everyone is on the same page as to what you are going to do and why you are doing it.
Outline the customer segment(s) that will be included in this effort.
Determine how you will find representatives from your customer segments, and then how you can reach out to them.
Select the best questions that will help you achieve your objective - feel free to use the Flywheel Key Questions List below to help - and have the conversations with your customers.
Organize the raw data from the interviews into clusters based on observable patterns, and create insight statement that best articulates the value of each set.
Pro tip: You can use this GenAI prompt to find the patterns: “Analyze the provided text and identify recurring patterns, including key phrases, sentence structures, or thematic elements that appear consistently throughout the following text [-insert interview text-]

Together with your team, take the top 3-5 actionable insights and plot them in the Flywheel Decision Matrix.

Flywheel Questions List

What problems does our product solve for you?
What other options did you consider when you made your decision?
What made you choose our product over the other options?
How did you discover our product?
How likely are you to recommend our product to others?
What were your initial expectations when you started using our product, and how did the actual experience compare?
What is the likelihood that you will switch to a competitor product in the next six months?
How often do you have to contact our customer support team for assistance?
What are the strengths of the current product?
What are the weaknesses of the current product?
Can you describe one particular feature you find most valuable?
Where does our product fit into your work or life?
What features are most important to you?
What features are least important to you?
What could be improved with the product to make your experience better?
What’s missing from the product?
Is there anywhere you think this product might be behind?
What part of the experience is the most difficult to use?
Are there any integrations with other apps, tools or platforms that would be beneficial for your workflow?
How would you feel if you could no longer use our product?
How would you describe our product to someone who hasn’t heard of it?
What could we do to deliver a more personalized experience with our product?
What obstacles, if any, did you encounter in learning how to use our product?
What would make you stop using our product?
Is there anything we haven’t discussed today you feel we should know?

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