Customer Communication Health Check
Every customer relationship moves through the same five stages: first contact, the booking itself, what happens after a visit, whether you ask for feedback, and what happens if someone goes quiet. A gap at any one stage is where that relationship can quietly end — no matter how strong the others are.
Answer 5 quick questions below. The result is a shape, not just a score — and the shape usually matters more than the number.
5 questions, one per stage
Pick what actually happens today — defaults are pre-selected.
Stage 1 · First Contact
When a new inquiry comes in, how fast does it typically get a reply?
Stage 2 · Before the Visit
Once an appointment is booked, what happens before the visit?
Stage 3 · After the Visit
After someone visits, what's the typical follow-up?
Stage 4 · Asking for Feedback
How do you currently ask for reviews?
Stage 5 · If Someone Goes Quiet
What happens with clients who haven't been back in a while?
Your communication shape
Each axis runs 0–3. The pentagon's shape tells the story — a spike at one point with little around it is a different problem than a small, even shape.
Front-Loaded
Strong at the start, quiet after that
First Response is solid, but everything after the first contact is largely unmanaged. This is one of the most common patterns we see, and one of the most fixable: a single system change often closes the largest gap on this entire chart.
The lowest-scoring stage is Post-Visit Follow-Up Echo — a simple automatic check-in after every visit closes this gap without adding any staff time.
Your Next Step
See Post-Visit Follow-Up in a deployment plan
The AI Employee Blueprint shows where post-visit follow-up fits alongside everything else, week by week.