Customer Empathy Scorecard


In a changing world customers have new needs, new problems and shifting CX expectations. As their expectations rapidly change, the CX leaders we all know and love widen the competitive advantage gap.

Customer empathy helps organisational leaders and teams to see their customers’ world differently – from their customers’ perspective; how they think, feel and experience.

Customer empathy helps organisations put their customers’ needs at the centre of their thinking, problems solving and decision making.
~ Deep understanding of needs, goals, expectations and root causes of problems
~ Customer insight and new opportunities for growth
~ Team alignment to moments that matter to customers

My 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 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 customer empathy in CX practices
~ Uncovers strengths and weaknesses
~ Identifies gaps & opportunities for improvement


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