What is operational intelligence?

Operational intelligence is the discipline of connecting customer voice, team activity, and business data to surface what drives performance across every product, location, and service. It is broader than CX (which is about feelings) and more specific than business intelligence (which is about aggregates). The output is intelligence your operators can act on this week.

What's the difference between Reactive, Operational, and Intelligent?

Reactive organizations see scores and react to outliers. Operational organizations connect scores to specific products, locations, or services. Intelligent organizations route insights to the people closest to the work, weekly, with a closed loop. The score helps you locate yourself honestly.

Is this assessment free?

Yes. The score is shown immediately. The downloadable PDF report (with the level definitions, gap analysis, and recommended starting pillar) is gated behind email.

How long does it take?

About three minutes. Twelve questions, scored on a four-point scale. No registration to see the result.

Who uses this assessment?

Directors of Operations, COOs, VPs of CX, and Heads of Customer Insights at Fortune 500 and Global 1000 companies. It's also used by internal champions building a business case for an operational intelligence program.

For Directors of Operations & COOs

How operationally intelligent is your organization?

A 12-question assessment across the three pillars of operational intelligence: Collect, Understand, Act. Get a score, a level, and a prioritized starting point.

0 / 12 answered0%

Collect

How much of your customer feedback comes from non-survey sources (calls, reviews, social, field reports, service notes)?
Can you ingest data across products, locations, and services in a single pipeline?
How many languages does your feedback program meaningfully cover?
How fresh is unstructured data when it reaches your analytics layer?

Understand

Can you connect a specific feedback theme to a specific revenue or operational metric?
Do you have a single view of customer sentiment across products, locations, and services?
Can you explain why an NPS or CSAT shift happened, not just that it did?
Do you analyze themes within a defined hierarchy (e.g., region → location → service)?

Act

Do insights reach the operators closest to the work (store managers, station leads, dealership ops)?
Is intelligence delivered on a defined cadence (weekly or monthly)?
Can you close the loop with customers when you act on their feedback?
Can you measure the impact of an intervention you took based on insight?

How to use it

Three minutes from input to insight.

01

Answer 12 questions

Four questions per pillar: Collect (do you ingest unstructured + structured data from every source), Understand (can you connect signals to revenue), Act (do insights reach the people who can change something).

02

Get your score and level

0–100 score, mapped to one of three levels: Reactive, Operational, or Intelligent. Each level is defined by what you can answer about your business in under five minutes.

03

See your gap callouts

We surface the two or three weakest dimensions and explain what 'good' looks like for each.

04

Get your recommended starting pillar

Based on your gap pattern, we recommend whether to start with Collect, Understand, or Act, and why.

Frequently asked

Questions worth answering.

Keep going

Related tools and pages.

CX Revenue Impact Calculator Revenue X-Ray Platform: Collect Platform: Understand Platform: Act

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Resultid is the operational intelligence platform built for the enterprise. Thirty days to first insight, no new data collection required.

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