Diagnostic

The Conversation Gap Score

Every D2C brand has a moment where the conversation with a shopper goes quiet. This finds yours — across pre-sale, cart, post-purchase, and re-engagement — in about five minutes.

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Your journey0 / 8 answered

✎ Answer honestly — the score updates as you go

Conversation Gap Score
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answer all 8 to see your score
Your tier and what to do about it unlock once all eight are answered.
signalsilence
Pre-Sale
Cart
Post-Purchase
Re-engagement
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Stage breakdown
Where the conversation holds · where it drops

Four stages. One question at each: is anyone still talking?

The gap is rarely everywhere. It's usually one stage where the brand stops responding and the shopper quietly moves on. The score isolates which one.

Stage 01
Pre-Sale
A shopper has a question your FAQ doesn't answer — at 11pm. Whether they get a real answer or a queue position decides the sale.
Stage 02
Cart
Something stopped them. A discount email guesses at what. A conversation asks — and recommends in context.
Stage 03
Post-Purchase
“Where is my order?” is either a support ticket or a resolved conversation. Returns and exchanges are either a person's job or handled end-to-end.
Stage 04
Re-engagement
The 48 hours after delivery, and every week after. Either something relevant to what they bought — or a blast to the whole list.

Each question scores 0, 1, or 2 — silence, scripted, or a real conversation. Your score is the total as a percentage of 16. Below 34% is Wide Open, 34–66% is Partially Closed, 67%+ is Mostly Closed.

Know the gap. Then close it.

A 20-minute walkthrough shows what closing your quietest stage actually looks like in practice — against your storefront, not a generic demo.

Book a 20-min walkthroughGet the full Playbook →