Is your organization designed for reliability—or just reacting to friction?

Most companies measure customer satisfaction, but few measure the systemic capability required to deliver it consistently. The AERIM Maturity Radar is a diagnostic tool designed to reveal the structural health of your operation.

By evaluating your organization across the five critical phases of the AERIM Framework—Assess, Engage, Refine, Integrate, and Measure—you will receive an immediate maturity score and a visualization of your “Experience Debt.”

Take the 2-minute assessment to:

  • Identify structural gaps between your strategy and daily operations.
  • Visualize your performance with a professional Radar Chart.
  • Benchmark your level, from “Ad Hoc” reactive patterns to “Optimizing” systemic excellence.

No consultants required. Just clear, architectural insight.

Question 1 of 10
Phase 1: ASSESS

Do we systematically investigate the systemic root causes of customer issues, rather than just surface symptoms?

Consider how your organization approaches problem-solving and whether you dig deep into underlying issues.
Phase 1: ASSESS

Is operational data consistently incorporated into our understanding of the customer experience?

Evaluate how well you integrate operational metrics with customer experience insights.
Phase 2: ENGAGE

Are employee perspectives from the frontline systematically included in identifying operational constraints?

Consider how your organization gathers and utilizes frontline employee insights.
Phase 2: ENGAGE

Do we use structured methods to facilitate meaningful dialogue between customers and internal stakeholders?

Assess the quality and structure of your customer-stakeholder communication processes.
Phase 3: REFINE

Do we analyze how proposed experience changes will impact upstream and downstream journey steps?

Consider how thoroughly you evaluate the cascading effects of experience changes.
Phase 3: REFINE

Are experience solutions designed with clear attention to operational, technical, and regulatory constraints?

Evaluate how well you balance ideal experiences with real-world limitations.
Phase 4: INTEGRATE

Do we have clear, documented plans describing how redesigned experiences will be operationalized across functions?

Consider the clarity and comprehensiveness of your implementation plans.
Phase 4: INTEGRATE

Are internal policies and workflows consistently updated to align with our intended customer experiences?

Assess how well your internal processes support your customer experience goals.
Phase 5: MEASURE

Do we measure experience at a journey level rather than relying solely on isolated departmental touchpoints?

Consider whether your measurement approach captures the holistic customer journey.
Phase 5: MEASURE

Are experience measurement insights regularly integrated into leadership discussions and decision-making?

Evaluate how effectively measurement insights influence strategic decisions.