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Productized Engagement

Customer Service Audit
fixed fee. clear answers.

A structured 3-week diagnostic of your customer service operation. Written report with prioritized recommendations. Built for growing businesses that need clarity on what's working and what's broken — without committing to a full consulting engagement to find out.

3 Weeks Fixed Fee Written Report
Customer Service Audit
$2,500
Fixed fee · 3-week turnaround
  • Operational data review
  • Team interviews (3-5 stakeholders)
  • Customer voice analysis
  • Process and ticket sampling
  • Written diagnostic report
  • Executive presentation
  • 90-day prioritized recommendations
Book a Discovery Call
30-minute call to confirm fit. No commitment.

What This Is

A focused diagnostic of your existing customer service operation, designed to give you a clear, evidence-based picture of what's working, what's broken, and what to fix first — in three weeks, for a fixed fee.

Most customer service operations only get audited after something has gone visibly wrong: a churn spike, a CSAT collapse, an executive complaint that escalated. By that point the underlying issues have been compounding for months. The audit catches what monthly metrics miss — patterns that are visible to an outside perspective but invisible from inside the operation.

This is the same audit framework we cover in How to Run a Customer Service Audit, scoped down for a fixed-fee engagement and accelerated to deliver in three weeks rather than six. It's designed as the entry point — the diagnostic that tells you (and us) whether a fuller engagement makes sense.

Customer Experience

What is it actually like to be a customer? Verbatim feedback analysis, mystery shopping where applicable, and a review of the most common contact types end to end.

Operational Performance

How well does the operation actually run? Volume, service level, resolution metrics, quality, efficiency, and capacity. Quantitative analysis of the data you already have.

Team Capability

Is the team capable of executing the operational standards leadership has set? Skill assessment, tenure analysis, coaching infrastructure, and management bench.

Strategic Alignment

Does the operation match what the business actually needs from it? Executive interviews, cross-functional context, and goal-to-reality gap analysis.

How It Works

Week 1
Scoping & Data Collection
Kickoff call to confirm scope, identify stakeholders, and align on what we're looking for. We'll send you a short data request — dashboards, recent reports, sample tickets — and set up interview schedules with the team.
Week 2
Diagnostic Work
Quantitative analysis of the operational data. Qualitative work: team interviews, ticket and call sampling, customer voice analysis, mystery shopping where applicable. Pattern identification across the four audit dimensions.
Week 3
Synthesis & Deliverable
Findings synthesized into a written diagnostic report. 60-minute executive presentation to walk you and your team through what we found, why it matters, and what to do about it. Prioritized 90-day recommendations included.

What You Get

Real deliverables, not just a conversation. Everything below is included in the fixed fee.

Who This Is For

Right fit

  • Growing businesses with $1M-$50M revenue
  • Operations with 5-50 customer service staff
  • Leadership that wants an honest outside read
  • Either declining performance OR strong performance you want to protect
  • You want answers in weeks, not months
  • You want a fixed fee, not an open-ended engagement

Not the right fit

  • Very early stage (pre-product-market-fit)
  • Solo founders without a customer service team yet
  • Organizations seeking validation rather than diagnosis
  • Operations that need implementation help today, not assessment first
  • Anyone wanting a benchmark report rather than an operational diagnostic

Common Questions

What happens after the audit?
Most clients use the report as a planning document — the prioritized recommendations become their operational roadmap for the next 6-12 months. Some engage us for fuller implementation work (training, QA program build, ongoing advisory); others execute internally with the roadmap as a guide. The audit is designed to stand on its own, not as a hook into a larger engagement.
Is the price really fixed? What if my operation is unusually complex?
Yes, $2,500 fixed for the scope as described — applicable to most operations in the 5-50 person CS team range. If your operation is materially outside that range (very large multi-site contact center, multiple business units to assess separately, etc.) we'll flag that on the discovery call and discuss alternative scoping. No surprises after the fact.
How much of my team's time will this require?
Typically 5-8 hours total across the three weeks. That includes a kickoff call (60 min), 3-5 team interviews (30-45 min each), and the executive presentation at the end (60 min). The data review and analysis happens on our side without requiring your team's time.
What if you find something that requires immediate action?
If we identify something materially urgent during the audit — a critical capacity issue, a compliance risk, a CSAT trajectory that needs intervention now — we'll surface it immediately, not wait for the final report. The audit is meant to produce insight that drives action; we don't sit on findings.
Can I see a sample report?
On the discovery call, we'll walk you through a redacted sample so you can see the structure, depth, and quality of the deliverable. We don't publish samples publicly because most clients prefer their findings remain private.
Do you do these remotely or onsite?
Both work. Most audits are conducted remotely — team interviews via video, data review collaboratively in shared docs. Onsite is available if your operation has elements that benefit from being seen in person (call center floor walks, retail location visits). Travel costs are additional for onsite engagements.
When can we start?
Usually within 1-2 weeks of the discovery call, depending on availability. Book a call to discuss timing.
Real-World Example

See what an audit produces

B2B SaaS · ~$30M ARR · 25-person CS team

Audit Surfaces the Churn Driver Hiding in Plain Sight

CSAT was 4.5 of 5 but gross churn had climbed from 4.8% to 6.7%. The audit surfaced an undocumented handoff process driving 60% of churn — none of the leadership theories had named it.

-1.4 pts churn in 90 days $840K annualized recovery 336x ROI
Read the full case study →
Not sure the audit is right for you?

Compare against the QA Build and Training Build

Three engagements, three different problems. The compare page has a quick decision tree and a full side-by-side.

Compare all three →

Ready to start?

Book a 30-minute discovery call. We'll confirm fit, talk through your specific situation, and walk you through what the audit would look like for your operation. No pitch, no commitment.

Book a Discovery Call