Customer Empathy Scorecard
Customer Experience Management Diagnostic

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Customer empathy helps organisations put their customers’ needs at the centre of their leadership, strategy and operations – so customers become the point of reference for creating value.

Customer Empathy is understanding your customer’s perspective, feeling what they’re experiencing and using this in your thinking, problem solving and decision making. Customer empathy is critical in developing a customer-centric culture.

Empathy can be described as deep human to human connection. It occurs when two parts of the brain work together — when your emotional centre perceives the feelings of another person and your cognitive centre tries to understand why they’re feeling that way and how you can help them.

The All Work Together Customer Empathy Scorecard will help you evaluate your customer empathy strengths and weaknesses, and identify gaps and opportunities against the 5 drivers of customer centricity.

~ Less than 15 minutes
~ 40 multiple choice questions
~ Result snapshot and personalised report
~ No strings attached

example of personalised scorecard reporting


Customer Experience Management Performance

Customer problems and frustrations negatively impact customer retention, loyalty and growth. Discover your organisation’s customer empathy ratings across the 5 drivers of customer centricity to positively impact your CX performance.

~ Evaluates empathy in CX practices
~ Uncovers strengths and weaknesses
~ Identifies gaps & opportunities


How the Customer Empathy Scorecard Works

1. Complete the online assessment – less than 15 minutes.

2. See a snapshot of your ratings immediately on the scorecard dashboard.

3. Review the personalised report showing your organisation’s customer empathy ratings across the drivers of customer centricity, the gaps and opportunities for improvement and how to positively impact your CX performance.

~ 40 questions – less than 15 minutes
~ Result snapshot and 20 page personalised report
~ No strings attached


“Alex’s client experience program created lots of ripples that created waves of transformation – deep understanding coupled with rich insights that we could operationalise.” – Chief Customer Officer, global SAAS provider


Schedule Your Discovery Q&A Discussion 
With Alex Allwood

Helping leaders connect customer and culture to empower customer-centric growth


“Alex was fantastic at connecting our customer journey insights to our culture development, demonstrating how we can collaborate as one team to be a truly customer centric organisation.” – Chief Experience Officer, Australia’s fastest growing tourism group