30-Point Customer Experience Diagnostic Framework

Identify hidden revenue leaks and prioritize CX improvements that directly impact retention with our comprehensive 30-point diagnostic framework.

Get immediate clarity on your CX maturity with our revenue-focused diagnostic tool. This 30-point assessment identifies CX gaps that are costing you customers and delivers a clear, actionable roadmap for improvement. The insights directly drive retention and expansion revenue and are built by Saasgenie’s certified CX experts with 500+ successful deployments.

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Benefits & Features
What's Inside

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30-point diagnostic framework

covering six critical CX dimensions from strategy foundations to retention advocacy, designed specifically for SaaS business models

Four-tier maturity assessment

that benchmarks your organization against proven CX performance levels with specific business impact descriptions

Revenue-focused evaluation criteria

connecting each CX element directly to retention, expansion, and churn reduction metrics

Quarterly improvement methodology

for sustained CX maturity growth with systematic reassessment guidelines

Key Benefits

Identify hidden revenue leaks from invisible friction points across onboarding, adoption, and support touchpoints before they impact churn
Prioritize CX investments strategically using data-driven scoring that connects improvements directly to retention and expansion revenue
Transform reactive support into proactive engagement with health scores and automated workflows that predict and prevent customer risk
Benchmark against SaaS CX leaders with maturity scoring from saasgenie's 500+ platform implementations across 300+ global clients
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What You Get

Complete 30-point assessment checklist with Yes/Partial/No scoring system for immediate CX gap identification
CX maturity calculator providing 0-60 point scoring with specific recommendations for each performance level
Journey mapping template for systematic friction point identification across your entire customer lifecycle
Implementation roadmap framework tailored to your maturity level with prioritized action steps
Quarterly review process designed by saasgenie's certified CX implementation experts for continuous improvement tracking
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FAQs

Frequently Asked Questions

What is a customer experience audit?
A customer experience audit evaluates every touchpoint a customer has with your business, from initial awareness through post-purchase support, to identify where you meet or miss customer expectations and uncover friction points that drive churn.
What are the 5 key CX metrics?
The five critical CX metrics for SaaS are Net Promoter Score (NPS) measuring loyalty, Customer Satisfaction Score (CSAT) tracking immediate satisfaction, Customer Effort Score (CES) quantifying friction, churn rate calculating customer loss, and Customer Lifetime Value (CLV) projecting revenue per customer.
What are the 5 E's of customer experience?
The 5 E's framework maps customer experiences across five stages: Entice (initial awareness), Enter (first interaction), Engage (active product use), Exit (offboarding or churn), and Extend (advocacy and expansion opportunities).
How does a CX maturity assessment connect to revenue?
A CX maturity assessment scores your organization across specific capabilities like health monitoring and proactive engagement, then connects each gap directly to measurable impacts like retention rates, expansion revenue, and churn reduction percentages.

Uncover revenue leaks and prioritize high-impact CX improvements.

Get instant clarity on your CX maturity with our revenue-focused 30-point diagnostic that identifies costly gaps and delivers a clear improvement roadmap.

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