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Support Team Health Check

Answer 14 multiple-choice questions about how your support team works today. You get a score out of 100, the three areas to fix first, one thing to do this week for each, and a plan you can print. No sign-up.

14 questions

0/14 answered

Answer for how your team works today, not how it is meant to work. Your answers stay in this page: nothing is sent to us.

  1. Question 1: How often do you meet your first response time target?
  2. Question 2: How has your open ticket backlog looked over the last month?
  3. Question 3: How do you measure customer satisfaction after a support contact?
  4. Question 4: What happens when a customer gives a low score?
  5. Question 5: How are tickets reviewed for quality?
  6. Question 6: How busy are agents while they are logged in and available?
  7. Question 7: How do you decide how many agents you need on each shift?
  8. Question 8: What do you know about why tickets get escalated?
  9. Question 9: How up to date is your knowledge base (help center or internal docs)?
  10. Question 10: When an agent finds a gap in the knowledge base, what happens?
  11. Question 11: How often does each agent have a one-to-one with their lead?
  12. Question 12: How do new agents get up to speed?
  13. Question 13: Do agents know the team's targets and how the team is doing against them?
  14. Question 14: When the team raises a problem with a tool, process or policy, what happens?

What the health check looks at

14 questions cover 8 areas that decide how a support team feels to its customers and to the people in it. Each answer is worth 0 to 3 points, each area gets a score out of 100, and the overall score is the average of the areas.

  • Response times
  • Customer satisfaction
  • Quality reviews
  • Workload and staffing
  • Escalations
  • Knowledge base
  • Coaching and onboarding
  • Team leadership

The score is a starting point for a conversation with your team, not a grade. To put numbers on an area, use the calculators linked from your result.

Frequently asked questions

How is the health check score calculated?
Each answer scores 0 to 3 points. Each of the 8 areas gets a score out of 100 from its answers, and the overall score is the average of the 8 areas, so every area counts the same. 85 or more is Strong, 65–84 Healthy, 40–64 Needs attention and below 40 At risk. These bands are our own rule of thumb for reading the result, not an industry benchmark.
Who is the support team health check for?
Support team leads and managers who want a quick, honest look at how their team works: response times, customer satisfaction, quality reviews, workload, escalations, knowledge base, coaching and leadership. It works for email, chat and phone teams of any size.
Are my answers stored?
No. The score is worked out in your browser and the answers are not sent to us. If you close the page, they are gone, so print or save the action plan as a PDF if you want to keep it.
How often should I run the health check?
Once a quarter works well: often enough to see whether the fixes you chose made a difference, and far enough apart for habits to change. Answer for how the team works today, not how it is meant to work.
Abdessamad Ghanem

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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