Wright Consulting FIX (CX) Maturity Assessment

Turn customer and stakeholder feedback into a focused improvement plan your team can test and measure.

Who it is for: School, district and organizational teams improving student, family, staff or customer experience.

What you get with your purchase

An eight-pillar, 40-question author-developed CX maturity assessment with scoring guidance and sectional reflection. Use scores with supporting evidence to prioritize a team discussion. Scores are a planning aid rather than independently validated outcomes.

Also included: the two-page companion guide for this offering, with its practice checklist and evidence-based rubric, plus a shared evidence and action log. Download the guide below. The forthcoming book is sold separately when released.

Your WCFIX Practice Checklist

Use the checklist below alongside this offering. For each item, record evidence, an owner and a review date.

Audit and Diagnostic

• ☐ Map one priority journey from first contact through resolution; document delays, handoffs and unmet needs.

• ☐ Compare stakeholder feedback with service records and an evidence-supported maturity baseline.

• ☐ Test the likely root cause with the staff and people who experience the process.

Vision Design

• ☐ Co-design the desired experience with customers or families and frontline staff.

• ☐ Set a service promise and one measurable outcome with a baseline and target date.

• ☐ Select a feasible improvement and identify the resources and decision owner.

Action and Evolution

• ☐ Pilot the redesigned journey; assign an owner, milestone and feedback method.

• ☐ Compare implementation evidence and customer outcomes at 30, 60 and 90 days.

• ☐ Use findings to continue, adapt or stop the change; document the next review.

Evidence of completion

A journey map, priority diagnosis and one-page improvement plan. Record: evidence | owner | due date | target | review date | next decision.

Team quality rubric: Score Audit and Diagnostic, Vision Design, Action Practice, Evolution and Impact, and Collaboration and Human Judgment separately using the companion guide's criterion-specific 0–3 descriptors. Use NE for not yet examined. Record evidence for each score and agree on one next improvement with an owner and review date. This is an author-developed reflection aid, not an official rating.

From the book to practice

Book connection: Leading Schools That Work by Dr. Harold L. Wright, chapters 38–39, 45, 47–49 and Appendix A. Use the chapter reflection questions to connect the ideas to your own evidence. The forthcoming book is a companion reading resource and is sold separately when released.

AI may help draft questions, summarize approved or de-identified evidence and propose alternatives. Your team validates the evidence, includes affected voices and makes the final decisions.

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Checklist and Rubric Companion Guide

Download the book-aligned checklist and rubric guides. Select the two-page guide for this offering and use the evidence and action log.