Customer Service Assessment

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Ready to take a look at the service your organization provides your customers/clients. This quick analysis allows for an honest evaluation based on service oriented questions.

Email *

Name *

How many customer service agents do you have? *

11-50 Agents

1-10 Agents

Over 100 Agents

51 - 100 Agents

How many customer service conversations do you have per month? *

1-5,000

5,001-20,000

20,001-100,000

100,001 or above

How many channels of customer service do you support (in person, phone, email, digital, etc.) *

Only one, we don't have staff or resources to offer more than one channel

Multiple channels available (in-person, email and digital, etc.)

What is the required response time for any concerns or inquiries received via all channels? *

All inquiries must receive a response or update with one week

All inquiries must receive a response or update within 24 hours

I do not know our required response time

We have no policy or expectation when it comes to response time

Our organization has a written policy that addresses customer service expectation. *

Yes

Our organization provides customer service based training for our staff *

Once a year

Twice a year

Occasionally

Never

Our organization has a process system to document all inquiries and responses. *

Yes

Not sure

Our organization conducts customer service surveys to receive input from customers. *

Yes

Which of the two describes your current customer service policy? *

Pro-Active

Re-Active

Give an example of your last customer service initiative or training. *

What do you see as your strengths in customer service? *

What is your weakness in customer service? *

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