Frustrated that service inconsistency is getting in the way of client trust?

You're not alone - and you can fix it faster than you think.

This quick, free quiz will help you identify where your team's service delivery might be falling short -- and give you focused guidance on how to build more confidence, consistency and trust with your clients.

In just 3 minutes, you'll get:

✅ A clear picture of your team’s service strengths and gaps

✅ Targeted coaching opportunities to close the gaps

✅ Practical next steps to build consistency and client trust

Customer Loyalty Can Be Fragile - PwC’s Future of Customer Experience report found that 1 in 3 customers will leave a brand they love after just one bad experience.

This quiz helps you spot those risks before they cost you loyalty.

Start the 3-Minute Quiz &

See Your Results Instantly

How confident is your team when handling difficult or emotional clients? *

Very confident — they stay calm, listen well, and resolve issues with care

Fairly confident - they manage okay, but struggle when emotions run high

Mixed - confidence depends on the agent

Low - they often shut down, escalate, or make things worse

Choose the best answer for your team's current reality.

How often do client issues need escalation to a manager or lead? *

Rarely — most are resolved by the frontline

Occasionally — only when situations are complex

Frequently — many issues need escalation

Almost always — we’re stuck in firefighting mode

How consistent is service across your team? *

Very consistent — clients receive a high standard no matter who they speak to

Mostly consistent — a few outliers, but generally solid

Inconsistent — depends on who’s handling the interaction

Very inconsistent — no clear standard or expectations

What best describes your team’s approach to recovering after mistakes or complaints? *

Strong — they turn things around and restore trust

Developing — they try, but aren’t always sure what to say or do

Basic — they usually just apologise and move on

Unclear — recovery is inconsistent or avoided

How well does your team adapt tone and approach for different clients? *

Very well — they adjust with confidence

Fairly well — some adjust, but not consistently

Limited — adjustments only happen when obvious

Rarely — they mostly stick to default scripts

Do you have a clear Quality Assurance (QA) process for evaluating interactions? *

Yes — it’s consistent, used regularly, and supports coaching

Somewhat — we have a process, but it’s not applied consistently

Limited — feedback happens, but mostly informal

No — there isn’t a defined process in place

How equipped are your team leads to coach and support quality service? *

Well equipped — they coach regularly with tools and time

Somewhat equipped — they try, but it’s hard to prioritise

Limited — they’re doing their best with little support or structure

Not equipped — coaching is reactive or largely missing

How often does your team receive practical service training? *

Regularly — it’s part of how we operate

Occasionally — usually after issues arise

Rarely — it’s mentioned but not consistent

Never — training isn’t currently part of our reality

How well do team members balance empathy with company policy in tough conversations? *

Very well — they show care while staying within policy

Fairly well — some navigate it better than others

Limited — they often lean too much on policy or overpromise

Inconsistent — the approach varies a lot

How aligned is your frontline team with your brand’s service values? *

Very aligned — the team understands and lives our values

Fairly aligned — but it could be stronger

Limited alignment — it’s not a strong focus

Not aligned — the focus is mainly on getting through the day

You’re almost done! 🎉

The next few questions are optional. They won’t affect your quiz results, but they’ll help me share more tailored insights and resources with you.

Which best describes your current team situation? (Select all that apply)

Growing fast and need more consistency

Experiencing too many complaints or escalations

Doing okay, but service still feels reactive

Solid team — just looking to sharpen further

What’s your top priority for the next 6 months? (Select all that apply)

Reduce client complaints and escalations

Build a more confident, empowered frontline team

Strengthen service or QA standards

Improve coaching and leadership alignment

Other

What have you already tried to improve service? (Select all that apply)

In-house coaching or training (mixed results)

One-off workshops or generic online courses

Free tools like YouTube, templates, or scripts

Nothing yet — we’re still trying to figure it out

Which support option fits you best right now? (Select all that apply)

Free or low-cost resources for now

A short training or toolkit if practical

Working with an expert for tailored guidance

Hands-on support from someone experienced

Is there anything else you'd like me to know?

Email *