Your customers already know what's wrong with your business.
It's time you did too.
The CX Health Check is an independent, end-to-end audit of your customer experience — delivered by someone who has spent over a decade in CX management and has run their own small business.
No corporate waffle. No slide decks. Just an honest, actionable picture of what your customers really go through when they deal with you.
Most business owners who need this don't realise it yet.
The warning signs are often subtle — until suddenly they're not.
Customers are leaving
Attrition is creeping up and you don't know why. Nobody's complaining — they're just not coming back.
COMPLAINTS ARE RISING
Refund requests and complaints are increasing and you're spending more time firefighting than growing.
Something feels off
You can't put your finger on it, but you know something in the customer journey isn't working. Your gut is right.
You've never looked…
You've been too busy running the business to step outside it and see what your customers actually experience.
Six pillars.
One clear picture.
The Health Check assesses your business across six core areas of customer experience. Each is scored, giving you an honest benchmark of where you stand and where the biggest opportunities for improvement lie.
Pillar 01
First impressions & accessibility
Pillar 02
Communication & responsiveness (inc. billing)
Pillar 03
Service delivery & consistency (inc. Artificial Intelligence deployment)
Pillar 04
Complaints & recovery
Pillar 05
Loyalty & retention
Pillar 06
Culture & team behaviour
Personal. Consistent. Honest.
Clear. Actionable.
Yours to act on immediately.
Scored audit report
A written report covering all six pillars with scores, observations, and prioritised recommendations.
Personal VIDEO* debrief
A recorded video walkthrough of your results — something you can revisit and share with your team.
*on The Standard and The Premium option.
a Follow-up call
A live conversation to go through the findings, answer questions and discuss how to act on what we found.
You'll finish this process with one thing most business owners don't have — clarity. You'll know exactly where to prioritise your efforts, what's working, and what's quietly costing you customers.
Commonly asked questions.
My business is small — is this really relevant to me?
1
Absolutely. In fact, small businesses often have the most to gain. You don't need a huge budget to make meaningful CX improvements — you just need to know where to look. That's exactly what this gives you. To give you an idea of suitability, my services are ideal for at SMBs with £1m–£3m turnover, 15–50 employees, owner-managed service businesses.
We already use AI for customer interactions. Do we still need this?
2
AI has its place — but it can't replace human judgement at the moments that matter most to your customers. The Health Check looks at your whole journey, including where technology is helping and where it's creating friction or feeling impersonal.
How long does the whole process take?
3
It depends on the scale and complexity of your business, but typically a few weeks from kick-off to debrief. We'll set clear timelines in the proposal so you know what to expect.
What if the findings are uncomfortable?
4
Good. That's the point. Think of this as having a critical friend — someone who tells you what your customers are experiencing whether it's easy to hear or not. The discomfort is where the value is.
“Uncomfortable in the best possible way. We came away knowing exactly what to fix and why it mattered.”
— Managing Director, a Cheshire hotelLet's start with a conversation.
If you're interested in working with me, start by checking the CX Health Check packages, then complete the form with a few details about your business and current position. I'll review your message and get back to you within one business day. If you’d prefer to have a free, no obligation 30-minute discussion first, simply book your discovery call.
