Inside the kit
What the pages actually look like.
Customer service readiness audit
The CS Readiness Audit Kit is a structured diagnostic for founders, ops leads, and customer success leaders. 120 questions across all eight pillars, scored and prioritised into a fix list you can act on — the same diagnostic discipline we use with the world-renowned brands we serve, in self-guided format.
One-time · self-guided · immediate download
Secure checkout · instant download.
Inside the kit
What’s inside
90 minutes for the audit alone; around five hours across three sessions for the complete kit.
Where to start and how to score honestly.
The full readiness framework, defined.
120 questions across every pillar.
Turning scores into a ranked fix list.
Quick wins first, a 90-day rhythm after.
A one-page template to take to decision-makers.
The framework for change that holds.
Target bands by stage and sector.
What to buy, build, or leave alone.
Five templates to adapt: policy, SLA, tone, DSRs.
Who it’s for
The free Health Check touches four pillars. This touches all eight, including the four it doesn’t: segmentation, tooling, team structure, and the systems behind expansion revenue. If you scored badly and want to know exactly where, or scored well and suspect there are gaps you can’t see, this is the deeper read.
That’s normal, by the way. A function that runs on one person’s good instincts usually looks fine until you score it. The point of the kit is to make the invisible visible while it’s still a five-minute fix.
After the audit
The Audit Kit names the fifteen or twenty things you need to work on. The order matters – some gaps are cheap to close and some cost a quarter, and installing them in the wrong sequence burns time.
Build pillar by pillar – the CS Playbook (€129) gives you the templates, scripts, and 90-day install plan for each of the eight pillars. Right if you know which pillars to fix and want the how-to.
Install the operating layer – the CS Operating System (€199) reframes the same work as a lifecycle with segmentation, governance, and seven companion documents. Right if you want the function to run without depending on one person’s memory.
Start measuring what you just diagnosed – the SME Metrics Dashboard (€89) turns the eight pillars into 24 weekly numbers. Under ten people? The Solo Dashboard is the right-sized version.
Or if you’d rather we ran it – Support Solutions is where our team takes on the service function directly.
Further reading
The kit is one frame among several. If you want an independent read before or alongside it, this one is free, ungated, and vendor-neutral.
An open-source maturity assessment across eight capability domains. Five minutes, no signup, three-stage rating. Useful as a directional read; the kit picks up where it stops.
No. One-time purchase, immediate download, yours to keep and reuse.
The first 100 buyers pay €29 instead of €49. After that it returns to its standard price.
No, but it’s a useful warm-up – it shares the four core pillars and takes ten minutes. If you’ve done it, you’ll recognise the structure here.
Yes – an Operating Review bundles the kit with a call and a written summary.
The Gap Severity Matrix rates each gap out of 20 across four factors, turning a long list of findings into a ranked fix list – what to address now, what can wait, and what to leave alone. An Override Rule sits above the ranking: any pillar scoring below 10 out of 30 is treated as critical regardless of individual gap severity, because a pillar that low signals systemic absence rather than isolated gaps. Stage bands (A, B, C) then set the target, since what “ready” looks like for a team of eight is not what it looks like for a team of eighty.
120 questions across all eight pillars, scored out of 240. You finish with a defensible number and a prioritised list, not an impression.
One decision
120 questions, eight pillars, a ranked fix list. €29 while founder pricing lasts.
One-time · Self-guided · Immediate download · Founder pricing · first 100 buyers