The Caring Company Contact Framework | Quick Scan

How well does your current customer contact strategy align with your organization’s overall direction?

Perfectly

Fairly well

Not really

No idea

None

1 out of 9

Which of the following types of companies best compares to the service provided by your customer contact team?

Choose 2 options that fit best

Luxury hotel or resort

E-commerce platform

Streaming service

Tech company with enterprise partners

Private equity firm

Luxury car brand

Insurance company

Budget airline

SaaS company

Hospital or healthcare institution

Telecom company

Budget hotel

Law firm

Manufacturing company

Dropshipper

IT service provider

2 out of 9

Our customer contact team handles customers from a wide range of industries, each with unique needs.

Never Seldom Sometimes Often Always None

The customer contact team feels empowered to make decisions that positively impact customers.

Never Seldom Sometimes Often Always None

We ensure that the customer contact team has manageable workloads and appropriate staffing levels.

Never Seldom Sometimes Often Always None

We deal with customers from regulated industries (e.g., healthcare, finance) that require compliance.

Never Seldom Sometimes Often Always None

3 out of 9

What is the main focus of the customer contact team?

Choose one option that best reflects the current focus of the customer contact team

A personal, high-quality customer service for all customers, regardless of cost

Supporting complex, high-value partnerships for the long term

A good customer experience at optimal cost

Offering different levels of service per customer group (e.g., Platinum, Gold, Bronze customers)

Automation, scalability, and efficiency

Technical support and solving complex problems

Basic service at minimal cost

Compliance with laws and regulations in regulated environments

None

Through which channels does the customer contact team communicate with customers?

You can select multiple options

E-mail

Live chat

Social media (Facebook, Instagram, X, TikTok, etc.)

WhatsApp, Telegram, Facebook Messenger, or other chat apps

Ticket via self-service portal or app

Community forums

Video calls

Phone

In-person (store, reception, service center, etc.)

Mail

Review communities (Trustpilot, Kiyoh, Google Reviews)

Other

4 out of 9

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5 out of 9

We invest in tools and technology to make customer interactions seamless and efficient.

Never Seldom Sometimes Often Always None

We offer clear career progression paths for customer contact team members.

Never Seldom Sometimes Often Always None

Customer success is a key priority in our overall business strategy.

Never Seldom Sometimes Often Always None

Customers require extensive onboarding or training to fully understand our products/services.

Never Seldom Sometimes Often Always None

6 out of 9

Which of the following KPIs are currently being used to manage the customer contact operation?

You can select multiple options

Self-service utilization

Cost per Interaction or Contact

First Contact Resolution

Quality Score

Resolution Time

SLA Compliance

Average Handle Time

First Response Time

Customer Satisfaction

Contact Ratio

Net Promotor Score

Customer Effort Score

7 out of 9

We deal with complex billing, pricing, or service agreements.

Never Seldom Sometimes Often Always None

Customer issues are resolved quickly, with a focus on minimizing wait times.

Never Seldom Sometimes Often Always None

We encourage the team to innovate and suggest process improvements

Never Seldom Sometimes Often Always None

Our company provides financial incentives or bonuses based on the customer contact team’s performance

Never Seldom Sometimes Often Always None

8 out of 9

Why did you complete this screening?

You can select multiple options

I'm just curious

I see room for improvement in our customer contact operation

I am looking for stronger leadership or better management in customer contact

I want help with improving my customer contact team

I want to define a strategy and I'm looking for help or information

I want to know which Customer Contact Strategy Model fits my organization

I want to know if I’m on the right track

9 out of 9

First Name

E-mail adress

Company Name

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