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CX programme review and recovery

If your programme produces scores and little else, a review finds out why. We audit the surveys, the data, the reporting and the way decisions are made, then give you a ranked list of what to fix and a plan for fixing it. Where a programme is in trouble, we can stay and help your team lead the recovery.

Request a discovery call How we do it
Findings, ranked12345Effect of fixing

When it helps

Signs you need this.

  • Response rates are falling and nobody can say why.
  • Dashboards exist and few people open them.
  • The same issues appear every quarter.
  • A relaunch or platform change is planned, and you don't want to carry old problems across.
  • Sponsors are asking what the programme has delivered.

How we do it

How a programme review runs.

  1. Scope

    We agree what is in scope and what a good outcome looks like for the sponsor.

  2. Evidence

    We review surveys, sampling, response data, dashboards, alerts and governance documents.

  3. Interviews

    We speak to programme owners, frontline users and senior stakeholders to learn how the programme is used day to day.

  4. Findings

    We assess what we found against good practice and separate causes from symptoms.

  5. Plan

    We rank the recommendations by effect and effort, and agree owners and order.

What you get

What you have at the end.

  • A written assessment of design, data, reporting and governance
  • A ranked list of recommendations, with the reasoning for each
  • Quick fixes you can make without a project
  • A recovery roadmap with owners
  • An executive summary for sponsors

From our principal consultant's work at Qualtrics

Recovered a difficult global programme refresh for an automotive services group by redesigning its core survey and four new touchpoints.

Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experience

What we need from you.

  • Read access to surveys, response data and dashboards
  • Interviews with programme owners, users and sponsors
  • Governance documents and recent reports
  • An account of what has been tried before

Questions

Questions you may have.

Will you tell us if the platform is the problem?

Yes. We have no licences to sell, so we have no reason to steer you either way.

What does recovery involve?

It varies. It can mean redesigning the core survey, cutting touchpoints, rebuilding dashboards around decisions or resetting governance. We agree the scope after the review.

How long does a review take?

The number of touchpoints and markets sets the length. A single-market programme with a handful of touchpoints is a short piece of work, and a multi-market one takes longer. The proposal gives you a timeline before you commit.

Related

Related services.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com