Business Growth Scorecard: Find the Gaps in Your Customer Journey

The Business Growth Scorecard is a 10-question check that shows where your business is most likely losing customers, from slow replies and missing follow-up to weak reviews and owner dependence. It takes about two minutes and gives a score out of 100 with your top three priorities.

How the score works

Each question covers one stage of the customer journey: response speed, follow-up, enquiry tracking, conversion measurement, ease of booking, local visibility, reviews and referrals, repeat customers, owner dependence and pricing. Strong answers score 10, partial answers 5 and weak answers 0. Your lowest-scoring areas become your priorities.

What your score means

• 80 to 100: a strong foundation. Focus on measurement and steady improvement.
• 55 to 79: good, with clear gaps that are likely costing you customers.
• 30 to 54: several gaps. Fixing reply speed and follow-up usually brings the quickest results.
• Below 30: a big opportunity. Start with the basics before spending more on marketing.

Read what a business growth system is and 12 small business growth strategies for the thinking behind the questions.

Questions about the Business Growth Scorecard

Is the Business Growth Scorecard a formal assessment?

No. It is a quick self-check based on common causes of lost customers. It points you to likely gaps, which you can then examine more closely.

How often should I take it?

Every three to six months, or after you change your enquiry, follow-up or booking process, to see whether things have improved.

What should I fix first?

Usually reply speed and follow-up, because they affect every enquiry you already receive and cost little to improve.

Your next step

Use the Business Growth Toolkit to fix your top priorities, or see Business Growth Automation Systems if you would like the system built for you.