Customer service QAForm SA-1Rev. 10 / 2026
Subject: Customer service QA
QA usually means a manager reading a sample of tickets against a scorecard. Small teams rarely have the hours. An open AI check gives you the same discipline for your website chat: one real conversation, scored against fixed rules, with the quotes.
Classic QA reviews a sample of your own conversations. It tells you how agents handled the customers who reached them. It cannot tell you about the visitor who wrote at 8:40 a.m., waited, and left, because that conversation barely exists in your tools.
An outside check closes that gap. Straight Answer opens your live chat as a new visitor, says up front that it is an AI check (“AI check by Straight Answer” in the name field), asks a question your customers ask and follows the conversation to the end. Then the same rules score it every time.
Scorecard
| Item | Criterion | What we look for | Weight |
|---|---|---|---|
| Speed | Time to the first real answer, and the gaps between answers. Greetings and auto-replies do not count. | 22 pts | |
| The answer | Specifics when asked: a price or range, availability, terms. Facts that match your own site. | 28 pts | |
| Questions back | Did the reply find out what the customer needs before pitching? | 17 pts | |
| Next step | A booking, a quote or a clear way to buy, offered in the chat. | 28 pts | |
| Tone | Polite, plain and easy to act on. | 5 pts |
Weights shown for a service business. They shift a little by industry.
Inspector: Square. Every point in the report is tied to a quote from the chat.
Today the check covers the live chat on your own verified website. Checks of e-mail and web forms and scheduled recurring checks are coming soon and are listed without a price on the pricing page.
See the sample report, the customer service audit page, the live chat test or the methodology behind every score.
Notes
The habit of checking conversations against the same standard, so you know whether customers get fast, accurate and helpful answers, and can fix what they do not.
No. QA software scores the conversations you already have. We start a new conversation in your live chat, openly as an AI check, and score that one from the customer's side.
It complements it. Your own transcripts show what customers asked; an outside check shows what a new visitor gets at a given hour, including when nobody answers at all.
Our judge, Inspector Square, against one checklist with fixed weights. Every point is tied to a quote, and the rules are published on the methodology page.
After anything that changes how you answer: new staff, new scripts, a new chat vendor or new hours. Checks run on demand within your plan.
Request
$1, one check, one report. Then decide.