Is Your CX (Customer experience ) Leaking Cash?

Is Your CX (Customer experience ) Leaking Cash? Most small businesses are unaware that they lose 10-15% of repeat revenue due to simple friction points in their customer journey. These "leaks" are hidden in your processes, not your products.

Here are 5 high-impact questions for your "CX Maturity Scorecard," focused on common areas where startups and small businesses often "leak" profit and experience friction. Use a simple scale for scoring (e.g., 1=Never, 5=Always).

You can also find the answer with these simple questions asking to your team to see where is the” leak” is.

I believe it will help your organization to gain, not lose.

What We're Checking	The Simple Question for You	Why This Matters (The "So What?")
Learning from Mistakes	How often do you use customer complaints to change a business rule or process? (1=Never, 5=Every week)	Saves Time & Money: If you don't fix the root cause of complaints, you'll keep wasting time solving the same problems over and over.
Staff Power to Fix Things	How much money can a sales person offer a customer to solve a problem without needing a manager's okay? (1=Zero, 5=They can fix most issues themselves)	Reduces Frustration: Making a customer wait for a manager adds friction. Giving staff power means faster fixes, happier customers, and better reviews.
After-Sale Care	After a customer buys something, do they get a helpful, personal follow-up (like a "How-to-use" guide) that isn't just the boring shipping email? (1=No, 5=Yes, personalized and timely)	Builds Loyalty: This is how you turn a one-time buyer into a repeat customer. Missing this step means losing out on easy future sales.
Team Consistency	Does every employee (Sales, Marketing, Delivery) know and agree on exactly how a customer should feel after dealing with your brand? (1=No, it's just talk, 5=Yes, it's written down and trained on)	Protects Your Brand: When you grow, service quality drops if the team isn't unified. Consistency is essential for scaling successfully.
The Hassle Factor	If a customer needs to make a return or exchange, how many separate steps (clicks, calls, forms) does it take them to finish? (1=One simple step, 5=Four or more difficult steps)	Stops Frictions: Every extra step is a pain point. The more difficult you make a simple process, the faster the customer looks for an easier competitor next time.

Let me know what's your score in comments.