How to do a simple customer contact audit

Claudia Academy cover with the title “How to do a simple customer contact audit.” The subtitle says: track for seven days how customers get in touch, so you know where questions are left waiting; it takes a few minutes a day.

Five numbered steps of the 7-day method. One, choose an ordinary week without holidays or sales. Two, write down every contact, including missed calls and messages outside business hours. Three, fill in the gaps at the end of every day. Four, count the totals after seven days and look for patterns. Five, choose one thing to improve, such as unanswered calls at lunchtime.

What to write down for each contact: date and time; the channel, such as phone, WhatsApp, email or walk-in; the subject in a few words, without names or personal details; the status and after how many minutes you responded; and the outcome, such as an appointment, information given or still open.

What to count after seven days: the number of contacts per channel; the number of unanswered contacts and when they happened; the number of contacts outside business hours; the average response time per channel; and the loose ends, questions without an owner or outcome.

What not to write down in a customer contact audit: no full names or phone numbers; no medical or payment details; no call recordings, because an audit is counting, and recording comes with rules you must check first. Keep the list only briefly and delete it after the analysis, or keep only the totals.

Summary: write everything down for seven days and then count per channel, unanswered, outside business hours and response time, without personal data. Then choose one thing to improve.

Pointer to the free Claudia Academy lesson “Map your customer contact,” with a template to fill out, at claudia.bitsplease.org/en/academy/customer-service-system/lesson-1-customer-contact-audit.