Where is your customer journey leaking?

Ten minutes. Six stages. For each one: which channels you use, what you actually do, and whether you measure it. You get a score for every stage and the one to fix first.

Start the assessment

A customer journey exists whether or not anyone designed it. People still hear of you, weigh you up, buy, come back or drift away. The only question is whether each of those stages is run on purpose and measured, or left to happen. This assessment is the worksheet we use with clients, with fixed answers so it scores. Answer for the business as it runs today, not as the plan says.

Map your journey

Pick every answer that is true today. The measurement question carries half the score, on purpose.

1Awareness

How people first hear of you: the channels that create demand and make the brand known.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

2Interest

How you keep their attention and give them more: the channels that nurture interest.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

3Desire

How interest becomes intent: the channels that show the value of what you sell.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

4Action

How they buy or commit: the channels and steps that make the conversion happen.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

5Loyalty and retention

How you keep customers and earn repeat business.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

6Reactivation

How you win back customers who lapsed.

Which channel types do you use here?

What do you actually do at this stage?

Are you measuring it?

7Your results

Tell us where to send your scores. The page shows them at once, and a copy goes to your inbox.