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6 questions left
1. Which department are you in?
HR
Customer Service
IT
Marketing
Operations
CX/Digital Transformation
Other
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2. Which digital channels does your organisation use to communicate with employees?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure your employee engagement?
With dashboards and regular reporting.
With occasional surveys or ad hoc feedback.
With no formal process.
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4. How automated are your internal communications?
Very: Scheduling, workflows or integrations are used regularly.
Somewhat: Some automation, but still relies on manual steps.
Not at all: Communications are fully manual.
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5. How personalised are your internal communications?
Very: Messages are tailored by role, location or employee group.
Somewhat: Some personalisation, but mostly general messages.
Not at all: Everyone receives the same communications.
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6. How confident are you in the security of your employee communications?
Very: Sensitive information is well protected and controlled.
Somewhat: Some protections are in place, but there are gaps.
Not at all: Communications feel exposed or unsecure.
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2. Which digital channels do your agents use to communicate with customers?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure the success of your customer service interactions?
With metrics like CSAT or response times.
With informal team feedback or notes.
With no tracking in place.
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4. How automated are your customer service communications?
Very: Triggers, templates or chatbots are used.
Somewhat: Some automation, but mostly manual responses.
Not at all: All communications are manual.
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5. How personalised are your customer service communications?
Very: Messages are based on customer profiles or interactions.
Somewhat: Some personalisation, but not consistently.
Not at all: All customers receive the same communications.
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6. How confident are you in the security of your customer service communications?
Very: Customer data is well protected across channels.
Somewhat: Some security measures are in place.
Not at all: Security is a concern or not addressed.
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2. Which digital channels does your organisation use to communicate with employees and customers?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure the success of your IT communications?
With engagement metrics or compliance tracking.
With occasional checks or ticket feedback.
With no tracking process.
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4. How automated are your IT communications?
Very: Alerts and system updates are automated.
Somewhat: Some messages are automated, others are manual.
Not at all: All communications are manual.
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5. How personalised are your IT communications?
Very: Messaging is adapted for different teams or user types.
Somewhat: Some variation, but mostly one-size-fits-all.
Not at all: Everyone receives the same updates or alerts.
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6. How confident are you in the security of your organisation’s communications?
Very: Security protocols are in place and enforced.
Somewhat: Some policies exist, but not consistently applied.
Not at all: Communications lack proper security controls.
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See My Results
2. Which digital channels does your organisation use to communicate with customers?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure the performance of your campaigns?
With campaign dashboards and performance metrics.
With occasional checks or one-off reports.
With no clear tracking.
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4. How automated are your marketing communications?
Very: Campaigns and journeys run via automation tools.
Somewhat: Some automation is in place, but limited.
Not at all: Communications are sent manually.
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5. How personalised are your marketing messages to customers?
Very: Content is targeted based on behaviour or audience segments.
Somewhat: Some customisation, but mostly broad messaging.
Not at all: Everyone receives the same campaigns.
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6. How confident are you that your customer communications are secure?
Very: Data and messaging are protected and compliant.
Somewhat: Some safeguards exist, but not comprehensive.
Not at all: Security is unclear or not prioritised.
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See My Results
2. Which digital channels does your organisation use to communicate with customers?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure the impact of your operational communications?
With tracked delivery and response metrics.
With team feedback or informal updates.
With no measurement in place.
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4. How automated are your operational communications?
Very: Alerts, instructions or updates are automated.
Somewhat: Some processes are automated, others are not.
Not at all: Communications are sent manually.
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5. How personalised are your operational communications?
Very: Messages vary by team, location or shift.
Somewhat: Some tailoring, but not consistent.
Not at all: Everyone receives the same communications.
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6. How confident are you in the security of your operational communications?
Very: Information is delivered securely and reliably.
Somewhat: Some processes are secure, others are not.
Not at all: There are no clear security measures in place.
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See My Results
2. Which digital channels does your organisation use to communicate with customers?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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→
3. How do you measure the success of your customer communications?
With journey analytics and KPIs like NPS.
With manual tracking or team feedback.
With no clear measurement.
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4. How automated are the touchpoints in your customer experience?
Very: Journeys and interactions are automated across channels.
Somewhat: Some touchpoints are automated, others are manual.
Not at all: All customer touchpoints are manual.
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5. How personalised is your customer experience?
Very: Experiences are tailored by behaviour or preferences.
Somewhat: Some personalisation, but limited or patchy.
Not at all: All customers receive the same experience.
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6. How confident are you in the security of your customer communications?
Very: Customer interactions are protected across touchpoints.
Somewhat: Some protections are in place, but inconsistent.
Not at all: Security is limited or missing.
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See My Results
2. Which digital channels does your departement use to communicate with customers and employees?
Omnichannel: SMS, email and other channels integrated together.
Multichannel: SMS, email and other channels used separately.
Single Channel: Just email or SMS used in isolation.
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3. How do you measure the success of your communications?
With dashboards or performance metrics.
With basic feedback or checks.
With no structured tracking.
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4. How automated are your communications?
Very: Messages are delivered through automated systems.
Somewhat: Some automation, but inconsistent.
Not at all: All communications are manual.
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5. How personalised are your communications?
Very: Messages are tailored to audience needs or contexts.
Somewhat: Some variation, but not consistently.
Not at all: Same messages sent to everyone.
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6. How confident are you in the security of your communications?
Very: Communications are secure and well managed.
Somewhat: Some safeguards exist, but with gaps.
Not at all: There’s little or no security in place.
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