CX Revenue Risk

Customer experiences can generate risk.

ROAR has extensive experience identifying business risk from CX that isn’t competitive or doesn’t meet expectations. We calculate the revenue impact of the risk, and provide AI-based recommendations to resolve the risk. One of our most recent CX risk reduction activities identified more than 1.4 million in revenue risk at a dealership, across all its customer experience touchpoints—from its online presence to its aftersales experiences.

Take CX Risk Assessment

CX Risk Assessment (light version)

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    CX risk assessment checklist

    1. Online presence

    Is your business in the top four, listed in Google, based on keyword search terms related to your business type?

    Are social media channels active and engaging?

    Is there a cohesive branding and messaging strategy for your business online?

    Are you updating the content on your google business page at least 2x monthly?

    CX risk assessment checklist

    2. Online reviews & reputation

    Are all online reviews actively monitored and responded to?

    Is the online review rating of your business higher than nearby key competitors’ ratings?

    Do you have an approach to encourage positive customer reviews?

    Are negative reviews addressed effectively?

    CX risk assessment checklist

    3. Website experience

    Do you measure your website user experiences?

    Are page load speeds under 3 seconds?

    Is your website easy to navigate?

    Is your website mobile-friendly?

    Is there a seamless online purchasing/booking experience?

    CX risk assessment checklist

    4. In-store experience

    Are customers greeted and assisted promptly?

    Do customers perceive the people they interact from your business to be effective in helping the customer get done what they need?

    Is the business layout optimized for customer comfort?

    Is the in-store process streamlined to reduce wait times?

    CX risk assessment checklist

    5. Financing experience

    Are all customers offered finance products?

    Are your financing options competitive?

    Are your financing options presented in an easy to understand manner?

    Do you use digital tools to provide and explain finance products?

    Is the financing approval process quick and smooth?

    Is financing documentation that customers sign reviewed with them and understanding confirmed?

    Do you measure the experience of your finance and insurance customers?

    CX risk assessment checklist

    6. Product servicing experience

    Is your service experience online rated better than nearby competitors?

    Is service booking available online?

    Are service times and costs clearly communicated?

    Are customers kept informed of the progress of their service during their experience?

    Is the satisfaction level of a customer checked be for they leave your business?

    Do customers receive follow-up communication <48 hours after their service to ensure their satisfaction?

    CX risk assessment checklist

    7. Product experience & cost of ownership

    Are your products’ actual long-term ownership costs aligned to your customers’ expectations?

    Are warranties and maintenance plans clearly communicated?

    Are product quality and reliability competitive?

    CX risk assessment checklist

    8. Company engagement during ownership

    Does the company engage with customers post-purchase?

    Are loyalty programs or exclusive perks offered?

    Is there a system for proactive service reminders?

    CX risk assessment checklist

    9. Customer support

    Is customer support available across multiple channels (chat, email, phone, WhatsApp)?

    Are response times competitive with industry standards?

    Is there a structured complaint resolution process?

    Do you measure the experience of customers contacting your business for support via the various channels you offer support?

    CX risk assessment checklist

    10. Organizational and operational Linkage to CX

    Is talent testing used to select customer-facing personnel to identify customer-centric attitudes?

    Are customer-facing personnel continuously trained on their customer interactions?

    Are personnel made aware of their career path?

    Do personnel receive performance reviews at least 2x annually?

    Are personnel assessed on their performance of key processes before being involved in customer-facing activities?

    Are processes audited at least 1x quarterly to assess alignment to throughput, personnel ability, and other factors impacting process excellence?

    CX risk assessment checklist

    Submit Your Information

    Please provide your email and click the “Submit” button. Your personalized Risk Modelling Dashboard will be available within 24 hours after submission.

    If you have any questions, contact support@revenueguard.ai

    Your information is never disclosed to third parties.

    Our system will process your details and use them to:

    • Improve the accuracy of customer experience risk assessments
    • Benchmark your dealership’s performance against industry standards.
    • Identify high-risk areas affecting revenue and customer retention