West Unified Communications Services

Customer Experience Health Check

    See how your customer experience measures up!

    Evaluate your CX fitness, and identify the steps that will take you to the next stage.

  • Just answer 12 questions by selecting your preferred choice from the list provided.
  • Click "Next" after each question.
  • Once you're done, simply click "Get My Report". Your score will be displayed, and the report emailed to you.

Question 1 of 12

We make it easy for our customers to engage with our brand using their channel of choice.

Question 2 of 12

We have an enterprise-wide CX management strategy or CX leader in place.

Question 3 of 12

We have mapped our customers’ journey based on personas, across every stage of the Customer Lifecycle.

Question 4 of 12

We are able to coordinate all business functions, customer interaction channels, locations and partners to provide the best experience for the customer.

Question 5 of 12

Our contact centre platform allows managers to create joined up multichannel customer experiences without involving the IT department.

Question 6 of 12

Our customer service representatives are fully empowered to deal with complex customer enquiries.

Question 7 of 12

We have introduced self-service tools and channels to optimise customer experience and efficiency.

Question 8 of 12

We capture customer feedback regularly and effectively and use it to continuously improve the customer experience.

Question 9 of 12

We can measure customer experience levels in relation to revenue, profit, and growth.

Question 10 of 12

We use tools such as data analytics, sentiment analysis, real-time feedback and customer insights to anticipate and respond to customer needs.

Question 11 of 12

We are in the process of decommissioning legacy systems and investing in scalable, API-driven, cloud-based technology.

Question 12 of 12

Our contact centre would meet my needs as a customer.

You're done! Just one last step!

Thanks for completing West’s Customer Experience Health Check.

Simply fill out the form below to receive your health check score and report, and gain access to a free consultation with our CX experts.

Let us help you unlock the potential within your customer service environment, while optimising costs and improving staff performance.

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Thank You!

You have successfully completed your contact centre health check.

Your detailed Health Check report has been emailed to you, and we’ll be in touch with you shortly.