West Unified Communications Services

Customer Experience Health Check

    See how your customer experience measures up!

  • 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.