Section 1 — Customer Service (5 Questions)

Do you respond to all customer inquiries within 1 business day? *

Yes

No

Do you follow up with customers after purchase? *

Yes

No

Is your phone answered live during all stated business hours? *

Yes

No

Are complaints resolved within 48 hours? *

Yes

No

Do you actively collect and respond to online reviews? *

Yes

No

Section 2 — Sales Process (5 Questions)

Do you track all leads in a CRM? *

Yes

No

Do you have a follow-up plan for leads who don’t buy? *

Yes

No

Do you upsell or cross-sell to current customers? *

Yes

No

Do you track conversion rates for leads → sales? *

Yes

No

Do you use a standard sales script or talk track? *

Yes

No

Section 3 — Retention & Loyalty (5 Questions)

Do you have a reactivation strategy for past customers? *

Yes

No

Do you have a loyalty or rewards program? *

Yes

No

Are repeat customers thanked or rewarded? *

Yes

No

Do you track churn rate? (How many customers stop using you) *

Yes

No

Do you send personalized offers? *

Yes

No

Section 4 — Automation & Efficiency (5 Questions)

Are appointment confirmations & reminders automated? *

Yes

No

Is feedback collection automated? *

Yes

No

Do you segment email/text marketing by behavior? *

Yes

No

Do you have a new customer onboarding process? *

Yes

No

Do you track monthly retention KPIs? *

Yes

No