Customer Experience Corrective Action Plan Checklist
Covers CX gaps, root cause, responsible person, due date, customer impact, evidence submission, approval, and closure effectiveness.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is each CX corrective action item clearly linked to a specific finding — NPS/CSI low score, complaint trend, mystery shop result, VoC feedback, or journey mapping gap?;
2. Is a customer impact statement included for each action item, describing how the gap currently affects the customer experience in concrete terms?;
3. Are recurring CX gaps (same issue appearing across multiple audit cycles or customer feedback periods) flagged as systemic, triggering a higher-priority response than one-off findings?;
4. Are action items prioritised by customer impact — with high-frequency or high-severity experience failures addressed before lower-impact items?;
5. Is a root cause statement documented for each action item, distinguishing whether the gap is driven by process, training, system, behaviour, or environment?;
6. Is a named individual (not a department) assigned as responsible for each action item, with that individual's manager copied as the escalation owner?;
7. Does the corrective action directly address the root cause — not only the symptom — with a specific change to process, training content, or system configuration proposed?;
8. Has the responsible person acknowledged the action, understood what is required of them, and confirmed the proposed corrective measure before the due date is set?;
9. Is the type of evidence required to close each action item defined upfront and proportionate to the change required — e.g., updated SOP, training attendance record, revised script, before/after NPS score?;
10. Is submitted evidence reviewed by the CX Manager or Dealer Principal before the action is accepted as closed, rather than self-certified by the responsible person?;
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.