CS Management Practice Capability Self-Assessment
A structured diagnostic tool for CS leaders who want to understand where their practice stands — and what to build next.
A structured diagnostic tool for CS leaders who want to understand where their practice stands — and what to build next.
This assessment is built on a widely accepted IT Service Management framework for evaluating the capability level of a management practice. It compares your current state with a set of criteria attributed to five foundational areas of success — each viewed from four perspectives: organisation and people, value streams and processes, information and technologies, and suppliers and partners.
The overall capability level of the practice is defined by its least developed area, since each level builds on the previous one as a supporting layer. The assessment does not measure individual performance — it measures whether the operating conditions for consistent, scalable Customer Success have been built.
You will see 25 statements across five areas of CS practice. For each statement, choose the answer that best describes your organisation in most cases. There are no right or wrong answers — the more honest your responses, the more useful your results.
Statements across five practice areas
Minutes to complete
Capability levels assessed
Personalised analytical report at the end
Please note: The assessment link is personal and cannot be shared. We recommend setting aside 25–30 minutes of uninterrupted time before you begin — so you can complete it thoughtfully and review your results properly.