Customer service readiness audit

One defensible picture of where your CS function stands.

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.

Get the Audit Kit Start free instead

Founder pricing · first 100 buyers €29 €49

One-time · self-guided · immediate download

120 questions across all eight pillars
Gap Severity Matrix → prioritised fix list
30-day quick-win roadmap
Benchmark data by company stage
Stakeholder briefing template

Buy the Audit Kit — €29

Secure checkout · instant download.

Inside the kit

What the pages actually look like.

What’s inside

A complete customer service audit, in ten modules.

90 minutes for the audit alone; around five hours across three sessions for the complete kit.

I · How to use the kit

Where to start and how to score honestly.

II · The eight pillars

The full readiness framework, defined.

III · The self-audit

120 questions across every pillar.

IV · Scoring & prioritisation

Turning scores into a ranked fix list.

V · 30-day roadmap & cadence

Quick wins first, a 90-day rhythm after.

VI · Stakeholder briefing

A one-page template to take to decision-makers.

VII · Compounding improvements

The framework for change that holds.

VIII · KPI benchmark library

Target bands by stage and sector.

IX · Tool stack decision tree

What to buy, build, or leave alone.

X · GDPR & policy starter pack

Five templates to adapt: policy, SLA, tone, DSRs.

Who it’s for

If the Health Check made you uncomfortable — or it didn’t, and that worries you.

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. Get the Audit Kit

Customer service readiness audit — common questions

Is this a subscription?

No. One-time purchase, immediate download, yours to keep and reuse.

What’s the founder pricing?

The first 100 buyers pay €29 instead of €49. After that it returns to its standard price.

Do I need the Health Check first?

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.

Can you run it with me instead?

Yes — an Operating Review bundles the kit with a call and a written summary.

How does it decide what to fix first?

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.

What does the customer service readiness audit actually score?

120 questions across all eight pillars, scored out of 240. You finish with a defensible number and a prioritised list, not an impression.