Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Customer Satisfaction
Customer satisfaction is the lagging indicator of every other choice the business has made · and the leading indicator of whether the business compounds or contracts.
We design the customer-satisfaction programmes that measure, manage, and continuously improve the experience your customers actually have · so the business knows whether it is winning or losing the relationship in real time.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The startup with no satisfaction measurement
You do not know whether your customers are satisfied or just inertial. Without measurement, improvement is luck.
Scenario 2
The SME with declining satisfaction scores
Scores have been drifting downward · slowly · and no one knows precisely why. The trend is real, the causes are unclear, and the response is not yet engineered.
Scenario 3
The enterprise with satisfaction divergence across segments
Some customer segments are highly satisfied; others are quietly leaving. The aggregate score hides the divergence · and the divergence is the real story.
The Impact It Creates
The Moment You Will Feel the Difference.
Customer satisfaction measured continuously and granularly
Improvements driven by real customer signal
Segment-level visibility on what is working and what is not
Satisfaction becomes a compounding asset of the business
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Satisfaction measurement strategy and framework
- NPS, CSAT, and qualitative-feedback programmes
- Segment-level analysis and reporting
- Action-planning framework for low-satisfaction segments
- Closed-loop response system
- Satisfaction dashboard and review cadence
The Outcome
Where You Will Be on the Other Side.
Customer satisfaction becomes a managed, improving asset of the business · monitored in real time, segmented by customer type, and acted on at the granularity it deserves.
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in retention savings, NPS lift, and reduced churn
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in customer-lifetime-value expansion and operational efficiency
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in customer-base appreciation and recurring-revenue protection
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in customer-economics transformation, retention infrastructure, and renewal scale
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“Customer satisfaction is not soft · it is the most reliable predictor of revenue stability and growth there is. Treating it seriously is treating the business seriously.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6