This free professional operations health check covers the same territory that trips up growing customer support and operations teams — ticket handling, SLAs, escalation paths, fulfilment, refunds, and how much of it is actually documented versus held in someone’s head. It’s built for operators and CX leads who want an honest read on where the gaps are, not a marketing quiz.
This professional operations health check has 25 questions and takes about five minutes. At the end you’ll see your score and where the risk areas sit. If you’d like a second opinion, there’s an option to request a complimentary 30-minute operations review afterward — no obligation, just a chance to talk through what the results mean for your specific setup.
What This Professional Operations Health Check Covers
The 25 questions are organized around five areas that tend to break down first as a support or operations team grows: documented SOPs and ticket handling, response-time commitments and SLAs, escalation paths for problems that don’t have a clean answer, order fulfilment and shipping communication, and the return and refund process end to end. Each question asks about what’s actually happening day to day, not what the process looks like on paper. A team can have a tidy flowchart saved somewhere and still fall apart the first time a warehouse error and an angry customer show up on the same afternoon — the questions are written to surface that kind of gap, not just check a box.
Who It’s For
This version of the professional operations health check is built for people running or supporting customer operations day to day — support leads, CX managers, ops generalists at a growing brand, or anyone who inherited “customer stuff” as part of a broader role. It asks about team size, order volume, and channel mix up front so the later questions land relative to your actual setup, whether that’s a two-person support inbox or a distributed team spread across regions and platforms. If you’re specifically running solo DTC ecommerce operations and want a version built around that exact context, the ecommerce operations health check covers similar ground through a founder-specific lens.
Why We Built It This Way
Most operations quizzes ask soft questions about satisfaction or team morale. This one is built around concrete, checkable things — is the escalation path written down somewhere a new hire could find it, does anyone track why refunds happen instead of just processing them, is there a documented workflow for out-of-stock situations. Those are the details that quietly separate teams that scale smoothly from teams that keep firefighting the same problems every quarter.
After You Submit
You’ll get your score immediately, broken into the areas above so you can see where the risk actually sits rather than a single number. There’s also an option to request a complimentary 30-minute operations review — someone looks at your specific answers and talks through what’s worth fixing first. That part is optional; if you’d rather just see your results and move on, that’s completely fine.
How Your Results Are Scored
Your professional operations health check answers roll up into the same five areas the questions are organized around: support and ticket handling, SLAs and escalation, fulfilment and shipping communication, returns and refunds, and how much of it is actually written down anywhere. Instead of one blended number, the results show where you land in each area separately, plus an overall read on where you sit. It’s common to score well in one area and poorly in another — airtight refund policies but no documented escalation path, or the reverse. The report is built to show that unevenness rather than average it away into a single tidy figure.
What Happens to Your Answers
Your professional operations health check responses are used to calculate your score and, if you request the optional review, to prepare for that conversation — we don’t publish results or share them with anyone else. The question set stays out of view here since the value of the check depends on you not being able to game individual answers in advance.
How Long the Professional Operations Health Check Takes
The full professional operations health check runs about five to seven minutes if you’re answering from memory rather than digging through documentation to double-check. If you don’t know the answer to a question, that’s useful information too — it usually means the process hasn’t been written down anywhere a second person could follow. Most people who take this professional operations health check find one or two categories where they scored lower than expected, and that’s usually the most useful part of the whole exercise.
A Few Common Questions
Do I need exact numbers to answer accurately?
No. A close estimate is fine for professional operations health check questions about order volume, team size, or response times — precision to the exact ticket count isn’t the point. What matters more is answering honestly rather than answering the way you wish things worked. If you’re guessing between two answers, pick the one that’s true on a bad week, not a good one; that’s usually closer to how the process actually holds up.
What if my team is very small, or it’s just me?
The professional operations health check still works for a team of one. It asks about team size and order volume early so the later questions read relative to your actual setup rather than assuming a large team. A solo operator answering honestly about what’s documented, or not, gets just as useful a result as a ten-person team would. If your operation is specifically solo DTC ecommerce, the ecommerce operations health check linked above is built around that context more directly.
Can I take it again later?
Yes, there’s no limit on retaking the professional operations health check, and it’s worth doing again after you’ve fixed something the first pass flagged — a documented escalation path, a return policy that used to live in someone’s head, that kind of thing. Operations tend to drift even after a fix gets made, so a periodic check-in catches regressions before they turn into an actual incident with a customer.
What usually shows up?
The gaps this professional operations health check tends to surface aren’t really about effort or team size. Most people taking it are already handling support day to day — they’re just doing it from memory, or from whatever the last person who owned the process happened to know before they moved on. Two areas come up more than the rest: escalation paths for problems that don’t have a clean answer, and whether return or refund decisions are written down anywhere a new hire could follow without having to ask someone. Neither is really a headcount problem. A two-person team can have a documented process taped to the wall, and a ten-person team can be running entirely on tribal knowledge.