Score

How commercially effective is your customer operation?

We don't have a set approach, it varies each time

We have a rough process but it depends who picks it up

We have a standard process that most of the team follows

We have a documented approach that runs consistently and gets customers to value fast

Usually when they tell us, or when they're already gone

We track signals — usage, engagement, support contact — and act before it becomes a problem

We pick it up through conversations but there's no formal process

We check in regularly but it's not systematic

We have a clear model that allocates time and resource based on customer value

We have a rough sense of who matters most but no formal model

We try to prioritise but it's not always consistent

The same — we have a standard way of working

Similar approach but the quality would vary

We don't really — we assume if they haven't complained they're fine

We track specific milestones and know when value has or hasn't been achieved

We have some measures but they're not tracked consistently

We ask occasionally but there's no structured approach

We don't really track them — decisions are mostly made on gut feel

We have some metrics but they're scattered and hard to act on

We track the key metrics but they don't consistently drive decisions

We have clear metrics that the team reviews regularly and acts on

They focus on keeping customers happy — commercial outcomes aren't really part of how they think

There's a loose connection but it's not structured or measured

They understand the link but it's not consistently reflected in how they work day to day

Commercial outcomes are central to how the team works — they're measured against them and act accordingly

It would fall apart — too many things need me or a key person to function

We'd get through it but there'd be fires to deal with when I got back

Most things would run fine but a few gaps would show up

Nothing significant — the operation runs on process, not people

We have a rough sense but nothing concrete

We know what the operation costs, what it generates, and where the gaps are

We track some metrics but not the full picture