OpsQ Business · CX Health Check
How healthy is your customer experience?
You work hard to look after your customers. But how do you know what's working and where things could be better? The OpsQ CX Health Check gives you a fresh, practical view of how your business manages customer experience, with clear recommendations you can act on.
£149 | One-off CX Health Check
Book your CX Health CheckWhy a CX Health Check?
Time to step back and take a look.
Most businesses are busy delivering for customers day to day. There is rarely time to stand back and look at the customer experience as a whole.
The Health Check gives you an independent, structured view of how customer experience is managed in your business today, and where a few changes could make the biggest difference. It is a sensible first step if you want to understand where you stand before deciding on anything bigger.
What we'll look at
1
Customer understanding and feedback
How you collect customer feedback, understand what customers expect and spot areas for improvement.
2
Customer journey and experience
How well you understand the experience customers have, from their first enquiry through to ongoing service.
3
Communication and responsiveness
How enquiries, complaints, updates and service issues are handled.
4
Customer retention and loyalty
How you identify unhappy customers, keep an eye on retention and build lasting relationships.
5
Ownership, measurement and improvement
Who is responsible for customer experience, how performance is monitored and whether feedback leads to real action.
Each area is scored on a consistent 1 to 5 scale, based on our conversation with you and any evidence you can share, giving a total out of 25. This is an indicative assessment of how customer experience is managed. It is not an independently verified customer satisfaction score.
What's included
Straightforward, with a clear result.
- A short pre-check questionnaire about your business and how you currently approach customer experience
- A 30-minute online discovery call
- A structured assessment of five key customer experience areas
- A personalised CX Health Scorecard
- An indicative overall score out of 25
- Three prioritised, practical recommendations
- A two-page PDF findings report
- A 15-minute online findings call to talk through the results
Report page 1
Your CX Health Check
- Your overall indicative CX score out of 25
- A red, amber or green view of the five areas
- What appears to be working well
- Where improvements may be needed
Report page 2
Your next three moves
- Three prioritised recommendations
- Why each one matters
- Suggested practical next steps
- Optional opportunities for further support
The report is clear, concise and practical. Target delivery is within five working days of the discovery call, subject to receiving the information we need.
Scope
What the Health Check covers.
The assessment is based on:
- Your answers to the pre-check questionnaire
- A structured conversation with you and your management team
- Any relevant supporting information you choose to share
It does not include:
- Direct customer interviews or surveys
- Mystery shopping
- Extensive data analysis
- Detailed customer journey mapping
- Implementation of recommendations
- On-site visits
Additional work can be scoped and quoted separately. If you would like independent feedback directly from your customers, take a look at OpsQ Customer Review. For wider operational questions, see OpsQ Business.
Your investment
£149
One-off CX Health Check
- Fixed price, no subscription
- No ongoing commitment
- No hidden charges within the agreed scope
- Anything outside the agreed scope is quoted separately and only goes ahead with your approval
Frequently asked questions
Who is the CX Health Check suitable for?
Small and medium-sized businesses that want an outside view of how they look after customers, without committing to a larger project. It works well if you have never stepped back to look at customer experience as a whole, or if you suspect something isn't quite right.
Do you speak directly to our customers?
No. The Health Check is based on your questionnaire answers, a structured conversation with you and any supporting information you choose to share. If you want independent feedback directly from your customers, that is what OpsQ Customer Review is for.
What information do we need to provide?
The completed pre-check questionnaire and time for the discovery call. Anything else, such as feedback you have collected, complaint logs or retention figures, is helpful but optional.
How long does it take?
We aim to deliver your findings within five working days of the discovery call, as long as we have the information we need.
What will we receive?
A personalised two-page PDF report with your indicative score out of 25, a red, amber or green view of each of the five areas, and three prioritised recommendations. We then talk it through with you on a 15-minute findings call.
Is there any ongoing commitment?
No. It is a one-off, fixed-price service with no subscription. If you would like help with anything afterwards, we will scope and quote it separately, and only with your agreement.
What is the difference between the CX Health Check and OpsQ Customer Review?
The CX Health Check looks at how your business manages customer experience, based on what you tell us and show us. OpsQ Customer Review is a more in-depth service where we speak independently to your customers and bring back what they really think.
Ready to see how your customer experience measures up?
Tell us a little about your business and we'll be in touch to arrange your discovery call.