Score your business the way your customers do.
This self-diagnostic finds the gaps between what your customers expect and what they actually experience. Twenty-eight questions cover five dimensions.
You'll score each item twice: the promise a customer expects (P), and the delivery they actually got (D). The difference between the two is an important gap.
Example
Reliability
You keep the promises you make
| Item | P | D | Gap |
|---|---|---|---|
| We deliver products and/or services within the time frames we state.Two ran a day late last week. | 7 | 4 | −3 |
| The customer's experience is consistent from visit to visit.Staff already know what regulars order. | 6 | 6 | 0 |
A negative gap means you may be falling short of customer expectations. A positive gap is a strength worth marketing. The last page frames your widest gap as your next mission.
More perspectives will make this more powerful. Print two more copies, hand one to a staff member and walk through one with a customer. Your blind spots are where your gaps and theirs diverge.
Get it
$99 a printable PDF, yours to reuse
Choose B2C or B2B: same method, worded for how you do business. Emailed to you right after checkout.
You're all set
Thanks for buying the self-diagnostic.
Check your email: your PDF should land within a few minutes. Don't see it within an hour? Email me at jonathan@convivial.works and I'll send it directly.
If the gaps point somewhere you'd rather not go alone, email me at jonathan@convivial.works.