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What We Do
Blogs
Brand Materials
Brand Positioning
Brand Refresh
Business Development
Channel Management
Content Optimisation
Design Maintenance Partnership
Digital Competitor Analysis
Editorial Strategy
Integrated Marketing Projects
Interim Chief Marketing Officer
LinkedIn Reporting
LinkedIn Training
Media Pitch
Outsourced Content Loading
SEO Audits
Social Media
Strategic Marketing Plan
Linkedinfluencers
The TBD 250
The Truth
- Partner Survey
- Associate Survey Report
Insights
- Podcast
About
Contact

CX Maturity Initial Audit

Go through this quick assessment to give you a basic idea of your firms CX maturity.

Don’t forget: Client experience (CX) refers to the entire journey, from first impression to firm advocacy.

Firm Name(optional)

Industry *LegalAccountancyProfessional AdvisoryOther

Size of firm *Small (1-49)Medium (50-249)Large (250-999)Super Large (1000+)

Does your firm have a dedicated client experience (CX) function? *Yes, we have a dedicated CX teamNo, but CX responsibilities are distributed across our teamsNo, we don’t have any formal CX function

Does your firms leadership support and champion CX initiatives? *1 = Leadership doesn’t consider CX initiatives
10 = Leadership actively drives CX initiatives

Does your firm measure the financial impact of CX initiatives? *1 = We don’t measure them
10 = Clear ROI measures are in place for all major initiatives

Does your firm track the CX impact on all initiatives and projects? *1 = We don’t track the CX impact
10 = Clear CX impact measures are in place for all initiatives and projects

Is your firms CX strategy clearly defined and internally communicated? *1 = We don’t have a defined CX strategy
10 = The strategy is clear, communicated and guides our actions

How clearly communicated externally is the experience that your clients should expect? *1 = We haven’t told clients what to expect
10 = Our client promise is clear, well communicated and guides our actions

Does your firm understand the end to end client journey? *1 = Little understanding of the full journey
10 = We have detailed written journey maps for all client segments

Does your firm use client journey insights in decision-making? *1 = Don’t use journey insights for decisions
10 = Journey insights drive most of our strategic decisions

Does your firm integrate CX metrics into overall business performance metrics? *1 = CX metrics are separate from business metrics
10 = CX metrics are fully integrated into the performance scorecard

Does your firm personalise the experience for different client segments? *1 = Offer the same experience for all clients
10 = Offer highly personalised experiences based on detailed client data

How well does your firm anticipate and prepare for future client needs? *1 = Rarely consider future client needs
10 = Actively research and prepare for evolving client needs

Who is responsible for CX in your firm? *1 = One team e.g. CX team, or fee earners, or marketing
10 = Everyone

Do all colleagues, regardless of department, understand their role in delivering great client experiences? *1 = Most colleagues don’t consider CX part of their job
10 = All colleagues understand and actively contribute to CX

Does your firm consistently deliver high-quality experiences across all touch-points, from the very first encounter? *1 = Quality varies significantly across touch-points
10 = Consistently high quality experience at all points

Does your firm empower all colleagues to make decisions that improve CX? *1 = Colleagues have no autonomy to improve CX or fix problems themselves
10 = Colleagues are fully empowered to make CX improvements and fix problems

Does your firm collaborate across departments to improve client experiences (not client service)? *1 = Departments rarely collaborate
10 = Seamless cross-departmental collaboration on CX initiatives

Does your firm use tech to support CX initiatives? *1 = Don’t use any CX specific tech
10 = Leverage advanced CX tech across the firm

How does your firm handle and learn from client complaints? *1 = Don’t have a formal process for handling complaints
10 = Robust system for handling and learning from all complaints

Does your firm measure client satisfaction and loyalty? *1 = We don’t measure either
10 = Comprehensive ongoing measurement of both

Does your firm consistently collect client feedback? *1 = Rarely collect feedback
10 = Systematic ongoing collection process

To what extent does your firm act on client feedback? *1 = Rarely act on the feedback
10 = Formal process in place to promptly address all feedback

Your name

Your Email AddressThis is where we will email your audit results

Total Score

Percent Score