Question 1 of 7
What's the biggest thing keeping you up at night about customer service right now?
Pick the closest match. We're trying to identify the primary pain.
I can't figure out where the problem actually is."Things feel off but I don't know what to fix first."
My agents handle the same situation completely differently."Quality is inconsistent across the team."
New hires take forever to get productive."Onboarding is chaotic or barely exists."
All of the above — and I don't know where to start."Multiple issues but no clear priority."
How big is your customer service team?
Headcount of agents + supervisors who handle customer contacts.
Fewer than 5 people.Likely too early for our productized engagements.
5 – 15 people.
16 – 35 people.
36 – 75 people.
Over 75 people.May be too large for our SMB sweet spot.
Do you already have a written QA scorecard your supervisors use?
A documented evaluation framework — not just informal notes from listening to calls.
No, we don't have one.
We have one but supervisors disagree on scoring.
Yes and it works fine.
Not sure / haven't checked recently.
How long does it typically take a new hire to become fully productive?
"Productive" = handling the full contact mix at expected quality without constant supervision.
Under 30 days — onboarding works well.
30 – 60 days.
60 – 90 days.
Over 90 days — it's a real problem.
No idea — we don't measure it.Strong signal for an audit.
What are you currently doing to measure customer satisfaction?
Nothing structured.
CSAT or NPS, but we don't really use the data.
Multiple metrics but they don't tell a coherent story.
Solid measurement; the problem is acting on it.
How much budget do you realistically have to invest in customer service improvement this quarter?
We need to know if you can fund the engagement that fits.
Under $2,500 — not really any budget allocated.Below our entry-level engagement.
$2,500 – $4,000 — discretionary spend possible.
$4,000 – $5,000.
$5,000 – $7,500.
Over $7,500.
If you had to pick the single highest-leverage thing to fix, which would it be?
I need to know what's actually broken — diagnosis first.
I need consistent quality across my existing team.
I need to scale headcount without onboarding falling apart.
Honestly, I'm not sure yet.Strong signal you need a discovery call first.
← Back
Next →
Your recommendation
Customer Service Audit
$2,500 · 3 weeks
Your responses point most strongly to a diagnostic engagement.
Want this recommendation as a 1-page PDF?
We'll email you a structured one-pager with your answers, the recommendation rationale, and links to the relevant resources. No funnel — one email, opt-out anytime.
Got it — recommendation sent. Check your inbox.
← Start over