Customer Success Mini-Audit Survey

1

What’s the biggest challenge you’re facing when it comes to keeping or growing your customers? (Short answer)* This field is required.

2

What type of business do you run? (Select all that apply)* This field is required.

Service-based business (agency, consulting, coaching)

E-commerce (physical products)

SaaS / Software

Membership or subscription-based business

Other (please specify)

3

How do you currently measure customer success? (Select all that apply)* This field is required.

We don’t measure it yet (no judgment!)

CSAT/NPS surveys (customer satisfaction scores)

Customer feedback calls

Retention/churn data (who’s staying, who’s leaving)

Expansion/upsell revenue (how much existing customers are spending)

Other

4

How often do you reach out to customers proactively (outside of issues or complaints)? (Multiple choice)* This field is required.

Rarely or never

Only when they renew or upgrade

A few times a year

Regularly (monthly or quarterly check-ins)

Other

5

What’s your current approach to upselling or expanding customer accounts? (Multiple choice)* This field is required.

We don’t have a clear approach

We only upsell when customers ask for it

Our team suggests upsells occasionally

We have a structured upsell process in place

6

What’s the biggest challenge you face when upselling?

7

How big is your customer success or support team? (Slide to select)* This field is required.

Team Size

Just me (solo warrior)

1-3 people (small but mighty)

4-10 people (growing team)

11+ people (established team)

Team Size

Just me (solo warrior)

1-3 people (small but mighty)

4-10 people (growing team)

11+ people (established team)

8

Are you planning to expand your customer success or support team in the next 12 months? (Multiple choice)

No, we’re keeping it as is

Yes, we’re hiring soon

Maybe, but not sure yet

9

Do you have a structured onboarding process for new customers? (Multiple choice)* This field is required.

No, we don’t have a formal process

Somewhat - we provide resources, but it’s not structured

Yes, we have a clear onboarding journey for new customers

Other

10

What’s your biggest struggle when it comes to customer feedback? (Multiple choice)* This field is required.

We don’t collect it consistently

We get feedback but don’t know how to act on it

Customers don’t respond to our surveys

We use feedback to improve, but could do better

11

What is your average customer lifetime? (Multiple choice)* This field is required.

Less than 3 months

3-12 months

1-3 years

3+ years

12

How do customers typically pay for your products/services? (Select all that apply)* This field is required.

One-time purchase

Recurring subscription

Retainer or contract-based

Custom pricing per project

Other

13

On average, how much does a typical customer spend with you? (Dropdown selection)* This field is required.

14

If you could improve one thing about your customer relationships, what would it be? (Short answer)

15

Who are we talking to here? (Short answer) * This field is required.

First Name

Last Name

16

Where should I send your recommendations? (Short answer - email)* This field is required.📩 Once you submit, I’ll review your responses and send your personalized mini-audit within 48 hours. It’ll include insights on what’s working, what’s not, and where to focus to keep and grow your customers.

example@example.com

17

Want to go over your results with me? (Highly recommended!)👇 Schedule Your Free Session Below. I’ll send your insights via email, but if you’d like a deeper dive, I’m offering a free 30-minute session to review your results and answer your questions.