Free diagnostic · twelve questions

How to know if your customer service is good — in ten minutes.

The 12-Point Health Check is a free customer service health check for solopreneurs and small businesses. Twelve honest questions across four pillars, and a short note in your inbox on which of the four gaps is costing you most.

For founders, agency owners, e-commerce and service businesses. No call required.

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The short answer You can tell if your customer service is good by checking four things: how fast you respond, how often you resolve an issue the first time, what your customers say right after an interaction, and whether they come back. A quick customer service audit walks all four — the free 12-Point Health Check below does it in ten minutes.

What it covers

Four pillars. Twelve questions. One honest snapshot.

The customer service health check is deliberately short. It won’t tell you everything — it’ll tell you where to look first.

What the customer service health check measures

Foundations

Does the basic infrastructure hold? Your reopen rate, and your own sustainable daily load.

Response

When a customer reaches out, what actually happens — and how fast. Email and chat response time, first contact resolution.

Experience

What it feels like to be your customer. Satisfaction, and whether enough of them are answering to trust the score.

Growth

Does service feed the business or drain it? Gross retention — the number that hears what leaving customers never said.

If you want to go deeper

Twelve questions is the snapshot. The full picture is 120.

The Health Check touches four pillars. There are four more it doesn’t — segmentation, tooling, team structure, and the systems behind expansion revenue. If anything in your score made you uncomfortable, or you scored well and want to find the gaps you couldn’t see, the CS Audit Kit is the next step: 120 questions across all eight pillars, a Gap Severity Matrix, and a 30-day roadmap. See the full Audit Kit

A satisfaction score without a response rate is not a number; it is a mood. The Health Check is the ten-minute way to find out which of yours are real.

Why response rate governs whether a satisfaction score means anything: Pew Research Center on low response rates and nonresponse bias.