Back to ResourcesInteractive diagnostic · 5 min
5-minute CX diagnostic
12 questions across 4 dimensions (voice, response, measurement, recovery). At the end you get a score, identify your weakest dimension and take away an action plan by horizon.
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Voice of the customer
Ability to listen to the customer in a structured way
You know the current NPS of your customer base (you measure it, not guess)
There is a structured satisfaction survey with cadence (monthly/quarterly)
The team read the last 10 real complaints within the past 30 days
Response capability
Time, channel and organization of support
There is a written SLA by support type (urgent, standard, low priority)
Customers can tell what stage their ticket is at without having to ask
WhatsApp, Instagram, email and phone for the customer live in ONE hub (not in different apps)
Measurement
Metrics you actually track
You measure CSAT (satisfaction) by support type, not just overall
There is a dashboard accessible to the team where you can see average response time
You can answer "which customer is close to churning?" in under 5 min
Recovery
What you do when something goes wrong or a customer leaves
Customers who cancel have a formal recovery flow (not improvised)
After resolving a serious issue, there is a structured follow-up protocol
There is a learning trail: each churn becomes a document, not gossip
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Prompt
Diagnóstico Executivo de Customer Experience
Identifica gargalos da experiência do cliente a partir de jornada, reclamações e indicadores (NPS/CSAT/CES/churn), com impacto financeiro, priorização e planos de 30/90 dias.
Abrir ArtigoComo centralizar o atendimento
Unifique canais e pare de perder histórico de conversa.
Abrir GuiaFundamentos de NPS
Entenda e aplique NPS do jeito certo.
Abrir PlaybookRoteiro de NPS no Pulse
Estruture pesquisas de NPS e CSAT.
Abrir