Customer Experience Assessment that’s actionable
A customer experience assessment is the critical first step toward delivering better outcomes for your customers and better results for your business. At Proto Partners, we go beyond theory to evaluate your customer experience across six essential CX capabilities, helping you identify gaps, align teams, and prioritise action.
Whether you’re looking to understand friction points, improve loyalty, or benchmark performance, our CX assessment gives you a clear, data-backed view of where you stand and where to go next. Backed by deep customer insights and tailored for Australian businesses, this isn’t just an audit, it’s your roadmap to better CX.
We can help you assess your customer experience to uncover gaps, prove ROI, and give you a clear plan for improvement that drives measurable impact.
What we uncover
We dig into your customer experience to find where friction exists and opportunities are being missed.
Evidence-based diagnosis of customer journeys and touchpoints
Insights that reveal the biggest drivers of satisfaction and frustration
A clear view of the most critical priorities for change
What we create
We create a practical assessment and improvement roadmap, backed by proof of ROI.
CX assessment that benchmarks performance against best practice
Prioritised roadmap that focuses on the highest-impact fixes
Clear link between customer experience improvements and business outcomes
What it delivers
We help you turn assessment into action, track results, and keep improving.
Step-by-step support to implement recommended changes
ROI frameworks to measure the value of improvements
Ongoing monitoring tools to sustain performance and growth
Ready to see where your customer experience stands?
Book a session with our team to uncover gaps, prioritise opportunities, and get a clear plan to improve ROI.
Areas of expertise
Human Centred Research
Drive innovation with human-centred research that places real customer needs at the heart of design. By combining qualitative insights with proven customer experience design methods, we ensure every product and service resonates deeply with your audience, building loyalty and long-term value.
Service Design & Innovation
Reimagine value delivery through service design and innovation. From redesigning key processes to introducing breakthrough experiences, we combine creativity with evidence-based frameworks, ensuring your experience design is efficient, impactful, and memorable at every touchpoint.
Customer Journey Mapping
Uncover opportunities with customer journey mapping that highlights pivotal touchpoints and pain points. Our CX design approach transforms these insights into actionable strategies, helping you craft seamless journeys that enhance satisfaction, reduce friction, and accelerate business growth.
Future State Experience Design
Stay ahead of customer expectations with future state experience design. By anticipating emerging behaviours and market shifts, we help you craft future-ready CX solutions that exceed standards, set benchmarks in your industry, and ensure your customer experience design remains competitive.
Customer Insights
Harness actionable customer insights to shape your design decisions with clarity and precision. We connect data, behaviour, and feedback into a clear narrative, ensuring every cx design initiative aligns with your customers’ evolving needs and expectations.
Customer Experience Assessment: Diagnose Your CX Maturity and Unlock Growth Opportunities
Understanding where your organisation stands in its customer experience journey is the critical first step toward meaningful transformation. A comprehensive customer experience assessment provides the insights, benchmarks, and roadmap needed to elevate your customer relationships and drive improved customer experience management growth.
What is a Customer Experience Assessment?
A customer experience assessment is a comprehensive evaluation of your organisation's current CX capabilities, maturity, and performance across all critical touchpoints and internal processes. Unlike basic customer satisfaction surveys, a thorough CX assessment examines both external customer perceptions and internal organisational capabilities that drive the delivery of experience.
This diagnostic approach reveals the gap between where you are today and where you need to be to achieve customer-centric growth, providing actionable insights and prioritised recommendations for improvement.
The Business Case for CX Assessment
Organisations that regularly assess and optimise their customer experience see measurable benefits across multiple dimensions. Research shows that companies with mature CX programs achieve 1.6 times higher brand awareness, 1.9 times higher average order values, and 1.5 times more engaged employees.
Strategic Benefits:
Risk Identification: Uncover hidden vulnerabilities in your customer journey before they impact retention and revenue
Investment Prioritisation: Focus resources on initiatives that deliver maximum customer and business value
Competitive Advantage: Benchmark your CX maturity against industry standards and identify differentiation opportunities
Performance Baseline: Establish measurable starting points for ongoing Customer Service improvement initiative
The Six Essential CX Capabilities Framework
Proto Partners' comprehensive approach evaluates organisational maturity across six critical competencies that drive customer experience success:
Customer Insights and Understanding
This dimension examines how effectively your organisation captures, analyses, and applies customer knowledge. It includes voice-of-customer programs, feedback collection mechanisms, customer journey mapping, and the translation of insights into actionable business intelligence.
2. Experience Design and Improvement
Evaluation of your organisation's systematic approach to designing and optimising customer experiences. This includes design thinking capabilities, prototyping processes, cross-functional collaboration, and continuous improvement methodologies.
3. Customer Experience Strategy
Assessment of strategic alignment between customer experience initiatives and broader business objectives. This examines vision clarity, strategic communication, resource allocation, and the integration of CX into organisational planning processes.
4. Customer-Centric Culture
Analysis of cultural elements that support the delivery of an exceptional customer experience. This includes hiring practices, training programs, recognition systems, and the extent to which customer-centricity is embedded in daily operations.
5. Organisational Adoption and Accountability
Evaluation of governance structures, decision-making processes, and accountability mechanisms that ensure sustained CX focus. This examines leadership commitment, cross-functional coordination, and the integration of customer impact into business decisions.
6. Metrics, Measurement, and ROI
Evaluation of measurement frameworks, data infrastructure, and the organisation's ability to demonstrate the business value of customer experience investments. This includes both operational metrics and financial impact measurement.
The Assessment Process
Discovery and Current State Analysis
The process begins with the comprehensive gathering of data across multiple organisational levels and functions. This includes stakeholder interviews, process documentation review, customer feedback analysis, and employee experience evaluation to establish a complete picture of current CX maturity.
Capability Evaluation and Scoring
Each of the six CX competencies is evaluated against established maturity models, with detailed scoring across specific capabilities and practices. This provides both overall maturity ratings and granular insights into specific strengths and areas for improvement.
Gap Analysis and Benchmarking
Your results are analysed against industry standards and best practices to identify performance gaps and competitive positioning. This benchmarking provides context for prioritising improvement initiatives and setting realistic transformation goals.
Recommendations and Roadmap Development
Based on your findings, detailed recommendations are developed with clear prioritisation, resource requirements, and expected outcomes. The resulting roadmap balances quick wins with strategic, long-term transformation initiatives.
Types of CX Assessments
Comprehensive Organisational Assessment
Complete evaluation across all six CX competencies, suitable for organisations beginning their CX journey or conducting periodic maturity reviews. This assessment typically involves multiple stakeholders and provides extensive insights into organisational capabilities.
Focused Capability Assessment
Targeted evaluation of specific CX competencies where organisations have identified particular challenges or opportunities. This approach allows for deeper analysis of critical areas while maintaining efficiency.
Rapid CX Health Check
Streamlined assessment focused on identifying immediate opportunities and urgent issues. This approach provides quick insights into overall CX performance and helps prioritise more comprehensive evaluation efforts.
Post-Implementation Assessment
Evaluation following CX initiative implementation to measure progress, identify additional opportunities, and ensure sustained improvement. This type of assessment validates transformation efforts and guides ongoing optimisation.
Assessment Deliverables and Outcomes
Detailed Maturity Scorecard
Comprehensive scoring across all evaluated capabilities, with clear visualisation of current performance and comparison to industry benchmarks. The scorecard provides both high-level summaries and detailed capability-level insights.
Prioritised Improvement Roadmap
Strategic roadmap outlining recommended initiatives, implementation sequencing, resource requirements, and expected outcomes. The roadmap balances immediate impact opportunities with longer-term transformation goals.
Executive Summary and Business Case
Concise summary of key findings, recommendations, and business impact projections designed for leadership consumption. This includes a clear articulation of investment requirements and expected returns.
Detailed Implementation Guidance
Specific recommendations for priority initiatives, including process changes, technology requirements, organisational modifications, and success metrics. This guidance provides practical next steps for beginning transformation efforts.
Industry Applications
Financial Services
Banks and financial institutions benefit from assessment of digital experience optimisation, regulatory compliance integration, and trust-building capabilities across complex product portfolios and diverse customer segments.
Healthcare
Healthcare organisations use assessments to evaluate patient experience across care continuums, optimise administrative processes, and integrate clinical and service excellence objectives.
Retail and E-commerce
Retailers leverage it to optimise omnichannel experiences, personalisation capabilities, and the integration of online and offline customer touchpoints.
Technology and Software
Technology companies use them to evaluate user onboarding experiences, customer success capabilities, and the alignment of product development with customer needs.
Maximising Assessment Value
Leadership Engagement
Successful assessments require visible leadership commitment and participation. Executive sponsorship ensures comprehensive organisational engagement and supports implementation of recommended changes.
Cross-Functional Participation
Include representatives from all customer-facing functions and supporting departments to ensure a comprehensive perspective and build organisational buy-in for subsequent improvements.
Honest Self-Evaluation
Encourage candid assessment of current capabilities and challenges. The most valuable insights often come from honest acknowledgment of improvement opportunities rather than defensive positioning.
Action-Oriented Focus
Approach the assessment with commitment to acting on findings. The most significant value comes from implementing recommended improvements rather than simply understanding the current state.
Get Started with Your CX Assessment
Proto Partners' customer experience assessment provides the foundation for sustainable CX transformation. Our proven methodology combines industry expertise with practical implementation focus, ensuring that assessment insights translate into measurable business improvements.
Why Choose Proto Partners for Your CX Assessment?
Our experienced team understands the unique challenges facing Australian businesses and provides culturally relevant insights and recommendations tailored to their needs. We combine rigorous analytical frameworks with practical implementation experience to deliver assessments that drive real organisational change.
Ready to Understand Your CX Maturity?
Contact Proto Partners today to discuss how our customer experience assessment can provide the insights and roadmap needed to elevate your customer relationships and drive business growth. Our team is ready to help you discover specific opportunities within your organisation and develop a clear path forward.
Schedule Your CX Assessment: Take the first step toward customer experience excellence with Proto Partners' comprehensive assessment. Our initial consultation will help determine the assessment approach that best fits your organisational needs and objectives.
Discover where you stand and where you're going, partner with Proto Partners to assess your customer experience maturity and unlock your organisation's growth potential.