Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Feedback Systems
The feedback your customers want to give you is the most valuable strategic data in your business · if you ask for it well, often, and act on it.
We design the feedback systems that systematically capture customer voice · surveys, interviews, NPS, structured reviews · and route the insight into the parts of the business that can act on it.
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 formal feedback channel
You hear from happy customers occasionally and angry ones loudly. The silent majority is invisible, which means you do not know what they think.
Scenario 2
The SME collecting feedback that goes nowhere
Customers fill in surveys · and the results sit unread. The feedback exists; the system to act on it does not.
Scenario 3
The enterprise drowning in feedback channels
Twelve different teams collect customer feedback · independently · and nobody has a coherent view of what customers actually think.
The Impact It Creates
The Moment You Will Feel the Difference.
Customer voice continuously informs business decisions
Issues caught at signal stage rather than incident stage
Customer-experience improvements are evidence-based
Customers feel heard · which itself improves retention
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Feedback strategy and channel design
- Survey, NPS, and CSAT programmes
- Customer interview cadence and structure
- Feedback synthesis and routing process
- Action-tracking and closed-loop communication
- Feedback dashboard and review cadence
The Outcome
Where You Will Be on the Other Side.
Customer voice becomes a continuous, structured input into the business · informing product, service, marketing, and support. Customers experience a brand that listens, and the business benefits from a steady stream of decision-grade insight.
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
“The most valuable competitive intelligence in your industry is sitting in your customers' minds · ready to be asked, willing to be shared. Most businesses never ask. The ones that do, compound advantage quarter over quarter.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6