Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Performance Tracking
What you do not measure, you cannot improve · and what you measure imprecisely, you improve in the wrong direction.
We design the performance-tracking systems that give the customer-facing functions clear, real-time visibility on what is working · so improvement becomes a continuous, evidence-driven process.
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 operating on gut feel
Customer-experience performance is judged by founder intuition rather than data. Improvement happens reactively · usually after a customer complaint.
Scenario 2
The SME with metrics but no dashboards
Numbers exist in various tools · and nobody assembles them into a single view that leadership can run the business from.
Scenario 3
The enterprise drowning in metrics
Hundreds of metrics are tracked · few are meaningful, fewer drive decisions. The signal-to-noise ratio is bad and getting worse.
The Impact It Creates
The Moment You Will Feel the Difference.
A small set of metrics that genuinely explain the business
Real-time visibility for leadership and operating teams
Improvement becomes a continuous, evidence-driven cycle
Customer-facing teams operate from data, not opinion
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Performance-tracking strategy and KPI architecture
- Dashboards by team and leadership level
- Data-integration and tooling design
- Reporting cadence and meeting structures
- Performance-review process
- Continuous-improvement framework
The Outcome
Where You Will Be on the Other Side.
Performance becomes a continuous, transparent, improving function of the business. Leadership sees what is happening; operators have the data they need to act; and customer-facing teams operate on evidence rather than instinct.
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 businesses that compound for decades are the ones that built measurement into the bones of how they operate. The discipline is unglamorous · the compounding effect is enormous.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6