TEST – Health Check 1. Ecommerce Operations Health CheckFirst NameLast NameEmailCompany Role- Select -FounderOps ManagerCX LeadOther Table of Contents Toggle Customer SupportOrder FulfilmentReturns & RefundsOperations & DocumentationPerformance & Continuous Improvement Customer SupportEvaluate how consistently your team handles customer enquiries, escalations and daily support operations.1. Do you have documented customer support SOPs? Yes Partially No2. Are ticket categories clearly defined? Yes Partially No3. Are response time (SLA) targets documented? Yes Partially No4. Is there a documented escalation process? Yes Partially No5. Are recurring customer issues reviewed regularly? Yes Partially NoOrder FulfilmentAssess the reliability of your fulfilment process, inventory management and shipping communication.6. Is your order fulfilment workflow documented? Yes Partially No7. Do you have a documented out-of-stock (OOS) process? Yes Partially No8. Is shipping delay communication standardized? Yes Partially No9. Are fulfilment errors tracked and reviewed? Yes Partially No10. Do warehouse and support teams follow the same workflow? Yes Partially NoReturns & RefundsReview how efficiently your business manages returns, refunds and customer recovery processes.11. Do you have a documented Return & Refund SOP? Yes Partially No12. Are refund eligibility rules clearly defined? Yes Partially No13. Is the refund approval process documented? Yes Partially No14. Are refund reasons categorized and reported? Yes Partially No15. Are refund turnaround times monitored? Yes Partially NoOperations & DocumentationMeasure how well your business documents, standardizes and maintains operational processes.16. Are key business processes documented? Yes Partially No17. Is every SOP reviewed regularly? Yes Partially No18. Can new team members onboard using documentation alone? Yes Partially No19. Are process changes version-controlled? Yes Partially No20. Do departments follow standardized workflows? Yes Partially NoPerformance & Continuous ImprovementAssess how your business tracks performance, identifies trends and drives continuous improvement.21. Do you track CSAT together with operational KPIs? Yes Partially No22. Do you review complaint trends monthly? Yes Partially No23. Are root causes identified before closing recurring issues? Yes Partially No24. Do you measure repeat contacts or repeat complaints? Yes Partially No25. Do you have an improvement plan based on operational data? Yes Partially No I have read and agree to the Terms and Conditions and Privacy PolicySubmit
