Customers · framework worksheet
Experience touchpoint audit
“Where does my customer's experience break?”
Customers judge you at four touchpoints: the product itself, the buying moment, the after-sales service, and every communication. Score each, then fix the worst.
step 1
Product touchpoints — quality, packaging, unboxing, first use
step 2
Sales touchpoints — the shop, site, staff, buying process
step 3
Service touchpoints — complaints, repairs, follow-ups
step 4
Communication touchpoints — ads, messages, invoices, tone
step 5
Two new moves for your lowest-scoring touchpoint
1
2
step 6
Two new moves for your second-lowest
1
2
0/6 steps filled
Fill every step, then save. Half-done frameworks produce half-done businesses.