Customer Support Audit
Audit your customer support yourself: channels, speed and targets, quality, knowledge and self-service, and how support insight reaches the rest of the business, scored with next steps.
- Free
- No sign-up to try
- Works as you type
Rate your support channels, speed, quality, knowledge and insight as they run today.
0 of 14 answered
Answer the questions to see your score by area as you go.
Answer at least 12 of 14 questions to save your results as a Room.
How it works
How the Customer Support Audit works
- 1
Answer the questions
Pick the answer closest to where you are today. It takes a few minutes.
- 2
See your score
Your score by area appears as you answer, with the weakest areas first.
- 3
Save your results
Create a Room with your scores, next steps and an adviser to talk them through.
Worked example
What it makes
14 questions across 5 areas. Each answer scores 0 to 3; an area's score is its points as a share of the most it could get.
Channels and access
- Customers can easily find how to contact you and when you answer.
- Every channel you offer (email, chat, phone, social) is monitored and answered.
Speed and targets
- There are response-time targets for each channel and priority level.
- First-response and resolution times are measured and reviewed regularly.
- Urgent issues are spotted and escalated quickly to the right team.
Quality and consistency
- Agents have written guidance on tone, common answers and when to escalate.
- A sample of conversations is reviewed for quality, with feedback to agents.
- Customers are asked how their issue was handled after it's closed.
Knowledge and self-service
- Agents use an internal knowledge base that is kept up to date.
- Customers can find answers to common questions themselves in a help centre or FAQ.
- Articles are added or fixed when the same question keeps coming in.
Insight and improvement
- All conversations are in one tool with the customer's history visible.
- Contact reasons are tagged, so you can see why people get in touch.
- Support findings are shared with product and other teams and lead to fixes.
Results bands: Early (0+), Developing (40+), Established (70+), Leading (90+). A self-assessment from your own answers: a starting point for a conversation, not an audit, certification or professional advice.
Who it's for
Who uses it
Support managers
Find the weakest part of the operation before planning the quarter.
Founders
Check whether support is keeping up as the customer base grows.
CX consultants
Run a first-pass audit with a client before a deeper review.
Good to know
What to consider
- It scores practices, not your numbers: pair it with your actual response and resolution times.
- Answer for the whole support operation or one channel, but say which in the Room.
Questions
About the Customer Support Audit
Does it measure our response times?
No. It asks whether you set targets and track first-response and resolution times. Use the support cost per ticket or first contact resolution calculators for the numbers.
Is this an audit or a certification?
No. It scores your own answers against a written rubric to show where you stand and what to do next. Use it to start a conversation, not as an audit, certification or professional advice.
Make your results now
Free, no sign-up to try. It becomes a Room you can edit, publish and share.
Create my resultsRelated
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- First Contact Resolution CalculatorWork out your first contact resolution rate, the repeat contacts unresolved issues create, and what each extra point of FCR would save.
- Cost Per Ticket CalculatorWork out what each customer support ticket costs, from team cost, tools and ticket volume.