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Certifyd
Customer ExperienceFree Readiness Check

Is customer experience managed or left to chance? Free customer experience Readiness Check

Check your CX plan, retention and service control in about 10 minutes

15 statementsAbout 10 minutesNo sign-up to start

Start the free check
Statement 1 of 15Sample

Customer Experience Readiness Check

This free Readiness Check takes about 10 minutes and helps service and CX staff in Malaysia see how well they manage customer experience. Rate 15 statements about CX planning and policy, winning and keeping customers, creating value and controlling service operations. You get a score, the area to strengthen first, and a printable CX checklist.

15 statements, about 10 minutes.

Your answers stay on this device until you ask for your report.

Where should we send your report?

We email you a link to confirm. Your report opens after you click it.

How we use your details: only to send this report and, if you ticked the box, tips about training. You can unsubscribe or delete your data from any email. For people aged 18 and over. Privacy notice version 2026-10-16.

This is a self-check, not an exam or a certificate.

Why check this now?

Find your gaps before an audit or a review does.

Customer experience fails when every department serves customers its own way, with no shared goal, policy or control. A written CX plan, clear retention and value programmes, and regular operation checks turn good intentions into customers who stay and come back.

What does the assessment ask?

Rate each statement from Not yet to Always. These are the statements, by area.

CX planning

  1. We have a written CX plan with goals linked to the business plan.
  2. The plan is based on customer feedback and data, not only internal opinion.
  3. We have mapped the main customer journeys and the touchpoints that matter most.

CX policies and documentation

  1. Service standards, such as response times, are written down and known to frontline staff.
  2. We have a complaints policy with clear steps, owners and time limits.
  3. Our handling of customer personal data follows the PDPA 2010, including consent for marketing.
  4. CX plans and policies are version controlled and reviewed at least yearly.

Winning and keeping customers

  1. We know which channels bring in new customers and what each one costs.
  2. New customers get a planned welcome or onboarding experience.
  3. We track repeat purchase, renewal or churn and act on early warning signs.
  4. We contact customers who leave or complain to understand why and win them back.

Value creation and operation control

  1. Roles, resources and handovers for serving customers are clearly organised across teams.
  2. We measure CX with a few agreed indicators, such as satisfaction scores and resolution times.
  3. We review CX results regularly and fix the root causes of repeat problems.
  4. We look for ways to add value for customers beyond the basic product or service.

How do you use it?

Three steps, then a private report.
  1. Step 1Rate each statement honestly for how you work today. It takes about 10 minutes.
  2. Step 2See your readiness band as soon as you finish, free and without signing up.
  3. Step 3Want to keep it? Ask for the detailed report: your score by area, your top gaps, the next step and the checklist as a PDF.

  4. What do you get with the report?

    A private report page and a PDF in English or Bahasa Malaysia with your score by area, the gaps to work on first, the recommended next step and this checklist.Last updated 13 November 2026

What is on the daily checklist?

Tick items as you work. Ticks are saved on this device only.

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What comes after your result?

Finish this course and it already counts. You never repeat it.

Each area of this check matches a core course for Certifyd Customer Experience Manager (CCXM). Close your weakest area first, live or online, and every course you finish counts toward the CCXM title.

See the CCXM certification

How does the path to a certification work?

Start free. Pay one course at a time.

Which courses go deeper?

Build the next skill in the same track.
Same track, a few minutes each.

Frequently asked questions.

Short answers to what people ask first.

How is my score worked out?

You rate each statement from Not yet (0) to Always (3). Your score is the percentage of the maximum points, and your lowest scoring section shows which course to look at first.

Does a high score mean I am certified?

No. This is a self-check of your current practice, not part of the Certifyd Customer Experience Manager assessment. The certification is earned by completing its core courses and assessment.

Who is this Readiness Check for?

Customer service managers, CX executives and business owners who plan or run customer experience in Malaysia.

Is the Customer Experience Readiness Check free?

Yes. You can answer every statement and see your readiness band without signing up. Your email is asked for only if you want the detailed report and the PDF checklist.

Do you store my answers?

Not until you ask for your report. Until then your answers stay in this browser. After you confirm your email, they are kept with your report and you can delete them from any email we send.

What happens after the assessment?

Your report recommends one next step: the core course for your weakest area, or the full certification when you are ready.