CX Diagnostic Review

> Strategy

> Business Model of                       Operations

> Organisational Structure

> Processes 


> Human Resources

> KPIs and Reporting 

Business Continuity 

Let Fifth Quadrant be your CX starting point!

A Customer Experience Diagnostic Review Includes:

  • Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.

  • Benchmarking of performance: Comparative benchmarking with up to 150 other organisations. Benchmarking may be against:

    a. Industry Vertical

    b. Operations of Similar Size

    c. Wider Industry 

  • Qualitative phase: interviews with key stakeholders and employees

  • Touch-point Mapping: Internal process, systems and people interactions for high volume interactions

  • Multi-Channel Audit: Availability and configuration of customer interaction channels

  • Customer research can also be included in a Customer Experience Diagnostic review in order to validate and confirm customer requirements and service expectations.

Let Fifth Quadrant be your CX starting point!

  • Current and validated performance against all criteria under review

  • Identification of areas of good performance that should be continued

  • Identification of areas of poorer performance

  • Quantification of inefficiency and ineffectiveness

  • Comparison of performance with other organisations or segments

  • Detailed recommendations to improve efficiency, effectiveness and customer experience

  • A Road Map for Implementation

  • Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.

Let Fifth Quadrant be your CX starting point!



Penrith City Council


CQU (Central Queensland University)


Lifeline Australia


McWilliams Wines


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