MHKBI — Customer Experience Dashboard

Stakeholders Assessed

5 / 6

1 outstanding — reminder sent

Org-Wide Average Score

11 / 16

+2 vs. baseline (Q2)

Sections Structured+

75%

3 of 4 sections

Sections Flagged

Measurement & Feedback Loops — review priority

Org-Wide Average Score Over Time

Tracked against baseline · re-assessment cadence: quarterly

Stakeholder Perception Spread

5 stakeholders, by how they scored org-wide readiness overall

Foundational

0 people

Emerging

1 person

Structured

3 people

Advanced

1 person

Org-Wide Score by Dimension

Average across all respondents, out of 4

Voice of Customer2.8 / 4

Journey & Touchpoint Consistency2.6 / 4

Support & Service Operations2.9 / 4

Measurement & Feedback Loops1.5 / 4

Where the org-wide opportunity is Measurement & Feedback Loops is the clear laggard — CX metrics aren't tracked formally today. This is the natural focus before expanding journey mapping or service initiatives further.

Stakeholder Perspectives

Individual scores from each respondent

Respondent	Score	Band
VP Customer Experience	14	Structured
Head of Customer Success	13	Structured
Support Director	12	Structured
CX Analyst	9	Emerging
COO	15	Advanced

Pattern The CX Analyst — the person closest to the actual data — rates measurement maturity lowest of anyone, while executive leadership rates the org meaningfully higher. Worth reconciling before the next planning cycle.

Dimension Detail & Recommended Focus

Every dimension, with the same recommendation logic used in the live diagnostic

Dimension	Score	Band	Recommended Focus
Support & Service Operations	2.9 / 4	Structured	Focus on stabilizing response times and SLAs before layering on proactive service.
Voice of Customer	2.8 / 4	Structured	Start by putting a simple, consistent feedback loop in place — you can't improve what you're not measuring.
Journey & Touchpoint Consistency	2.6 / 4	Structured	Map your core customer journey and identify where the experience breaks down across channels.
Measurement & Feedback Loops	1.5 / 4	Foundational	Pick 2–3 core CX metrics and track them consistently before expanding your measurement approach.