Support Quality & Consistency Checker
Surface the variance in your support quality before it shows up in CSAT.
Rate your team across five dimensions
Your dimension scores
Primary risk analysis
Your three priority actions
Scores are based on your own assessment. Use them as a directional guide, not a definitive audit.
Nothing on this page is saved, sent or recorded.
Consistency matters more than your best day
Most support teams get measured on averages. Average CSAT, average handle time, average resolution rate. What averages hide is the thing customers actually experience, which is the gap between the best interaction your team delivers and the worst one.
A team sitting at 85% CSAT might be doing excellent work four times out of five and something poor on the fifth. The customer who gets the fifth one doesn't experience an 85%. They experience the reply they got, and they decide what your company is like based on it.
Where the variance comes from
Nearly always from the same five places. Tone that was never defined, so everyone invents their own. Documentation that fell behind the product and nobody owns. No shared answer to what resolved actually means. Processes that live in people's heads. And no QA loop to catch any of it before the customer does.
None of those are people problems, which is the useful part. They're all fixable without hiring anyone.
What to do with a low score
Start with the lowest dimension, and only the lowest. Teams that try to fix all five at once usually fix none, because each of these needs sustained attention before it sticks. Pick the weakest one, work it for a quarter, then come back and score yourself again.
Common questions
How is the score calculated?
Each of the five dimensions holds five statements rated from 1 to 5. The dimension score is that total normalised to 0-100, and the overall score is the mean of the five. Every dimension carries equal weight and nothing is adjusted behind the scenes.
What counts as a good score?
Above 80 is strong and worth protecting. 60 to 79 is developing and needs attention. 40 to 59 is fragile, which usually means an operational risk that hasn't surfaced in your metrics yet. Below 40 needs work now, starting with whichever dimension scored lowest.
Why does it focus on my weakest dimension?
Support quality behaves like a chain. A team with excellent tone and no QA programme still produces inconsistent outcomes, and the inconsistency is what customers notice. Fixing the lowest dimension almost always returns more than polishing one that's already strong.
Is this a substitute for a real QA programme?
No. It's a structured self-assessment that tells you where to look. A real programme needs a rubric, a sampling method, calibration between reviewers and a coaching loop, which is what these scores are pointing you towards building.
Do you store my answers or ask for my email?
No. Everything runs in your browser, nothing is transmitted or recorded, and there's no email form on this page.