The assessment process
A shared baseline, built step by step.
Measure operational maturity and risk with a structured assessment—from choosing the scope to reviewing the results with your team.
From setup to results
Five steps through the assessment.
- 01
Choose an assessment type
Select the operational area that fits your business and current needs.
Customer Operations (SaaS B2B) is available in beta. Customer Operations (SaaS B2C), Sales Operations, Development Operations, and Marketing Operations are coming soon.
- 02
Choose your assessment scope
Select which operational departments to include, beginning with Customer Operations or expanding across available areas.
The customer operations assessment covers six departments, with focused questions organized by function and category.
- 03
Invite your team
Bring in colleagues with roles suited to their responsibilities and the input you need.
Admins manage assessments and teams; managers participate and review results; members contribute to assigned sections.
- 04
Complete assessment questions
Answer targeted questions designed to evaluate maturity across key operational areas.
Responses use a 0–5 scale grounded in the Capability Maturity Model (CMM). Risk is considered separately, and changes can be reviewed in change logs.
- 05
Review assessment reports
Explore results at assessment, department, and category levels.
See overall maturity percentage, department breakdowns and comparisons, and category-level results to inform team discussion.
AI-driven action planning
Action planning is not currently available. This planned capability is intended to help teams focus on selected assessment items and consider risk-based priorities.
Team access
Roles keep participation clear.
Assign access according to each team member's responsibilities.
Admin
Complete assessment management and team oversight
- Create and manage assessments
- Invite and manage team members
- Access all reports and analytics
- Configure company information
- Close or lock completed assessments
Manager
Assessment participation and results access
- Complete assessment questions
- View department and category results
- Access progress tracking
- Download assessment reports
Member
Focused assessment contribution
- Complete assigned assessment sections
- View personal progress
- Access relevant department results
Shared scale
Maturity scoring.
Each question uses a 0–5 scale to measure operational maturity. Scores are summarized at department and assessment levels. Risk is rated separately as Low, Medium, High, or Critical; a maturity score is not a customer outcome or external benchmark.
- 5Optimized
Proactive, measured, and continuously improving
- 4Managed
Defined processes with measurement and control
- 3Controlled
Standardized processes with monitoring
- 2Repeatable
Some processes documented and followed
- 1Ad hoc
Informal processes, limited discipline
- 0None
No process or discipline
Review results
Three useful levels of detail.
Assessment level
Overall operational maturity across selected departments, with cross-department comparisons and an executive overview.
Department level
Department-specific scores and category performance to help teams understand their operational context.
Category level
More granular maturity results and risk context for specific operational categories.
Start with Customer Operations
Build your shared baseline.
Customer Operations (SaaS B2B) is available in beta.