Twenty-four questions about how your company handles conversations on WhatsApp, chat, email and phone, across seven dimensions: routing and after-hours handling; history and frequent answers; channels and transfers; conversations in the CRM, complaints and sales; response time and contact reasons; agent continuity and quality; outbound messages and conversation access. Each one comes with a short note on why we ask it.

It takes about 9 minutes. At the end you see your level, the score for each dimension and where to start.