A customer journey that was never designed cannot be improved. If your team built the journey map in an internal meeting — without customer observations, without mapping what customers think, feel, and do at each moment — you have a process map, not a journey. This assessment scores the difference.
The 400 Journey Standard Assessment covers four sub-dimensions: Moments (410), Experience (420), Channels (430), and Magic (440). One statement per sub-dimension. A negative score on Experience (420) — the most common Fatal Brake in the method, appearing in 3 archetypes — means your brand's response to customer moments is actively driving churn. A negative score on Magic means your experience generates no word-of-mouth.
Use this if:
You are investigating why NPS is flat, why customers are churning despite a strong product, or whether your channel strategy is creating silos rather than seamless experiences.
What you'll know after completing it:
- Whether your customer journey is research-based or assumption-based
- Whether your experience is consistent across all moments — or just some of them
- Whether the magic in your journey is designed or accidental (and therefore unscalable)
WHAT'S INCLUDED
- 4-page A4 portrait PPTX (print-ready, editable)
- Page 2: Orientation — scoring scale, 4 sub-dimensions, all 11 Vital 8 Journey appearances (including SA roles), compact 2-column grid
- Page 3: Assessment Grid — one statement per sub-dimension, score boxes, evidence lines
- Page 4: Interpretation Guide — score ranges, 3 Journey-specific warning patterns, next steps
A customer journey that was never designed cannot be improved. If your team built the journey map in an internal meeting — without customer observations, without mapping what customers think, feel, and do at each moment — you have a process map, not a journey. This assessment scores the difference.
The 400 Journey Standard Assessment covers four sub-dimensions: Moments (410), Experience (420), Channels (430), and Magic (440). One statement per sub-dimension. A negative score on Experience (420) — the most common Fatal Brake in the method, appearing in 3 archetypes — means your brand's response to customer moments is actively driving churn. A negative score on Magic means your experience generates no word-of-mouth.
Use this if:
You are investigating why NPS is flat, why customers are churning despite a strong product, or whether your channel strategy is creating silos rather than seamless experiences.
What you'll know after completing it:
- Whether your customer journey is research-based or assumption-based
- Whether your experience is consistent across all moments — or just some of them
- Whether the magic in your journey is designed or accidental (and therefore unscalable)
WHAT'S INCLUDED
- 4-page A4 portrait PPTX (print-ready, editable)
- Page 2: Orientation — scoring scale, 4 sub-dimensions, all 11 Vital 8 Journey appearances (including SA roles), compact 2-column grid
- Page 3: Assessment Grid — one statement per sub-dimension, score boxes, evidence lines
- Page 4: Interpretation Guide — score ranges, 3 Journey-specific warning patterns, next steps
