CX Health check options.
Most businesses lose customers they never knew they had — not through bad service, but through small, fixable gaps that quietly add up. The CX Health Check gives you a clear, scored picture of where those gaps are, and exactly what to do about them. Choose the level of support that suits your business and your budget.
the starter.
From £497 | Self-Serve CX Health Check. For solo founders and small teams who want clarity fast
What's included:
Access to the online CX Health Check scorecard (six-pillar framework)
Automated scoring across all six pillars with a weighted overall score
A personalised PDF audit report (12–15 pages) auto-generated from their responses, covering:
Overall CX score and grade (A–F or RAG)
Pillar-by-pillar breakdown with scores and commentary
Top 3 priority areas to fix
A "Quick Wins" action list (5 things they can do this week)
Access to a recorded 20-minute video walkthrough of how to read and act on the report
Email support for 7 days post-delivery (questions only, no consulting)
What's NOT included:
Any live calls or personal time with Rob
Bespoke recommendations or custom action plans
Implementation support
Delivery: Instant / within 48 hours of completion Best for: 1–10 employees, £200k–£500k turnover, first-time CX investment
The standard.
From £1,200 | Full CX Health Check & Action Plan. For growing businesses ready to take CX seriously
What's included:
A pre-audit intake questionnaire (sent in advance — covers business context, current pain points, customer profile)
A full review of up to 3 customer touchpoints you provide (e.g. complaint emails, review responses, onboarding comms)
Rob conducts the audit on your behalf — not a self-serve form
A bespoke 20–25 page CX Audit Report, covering:
Executive summary (written for the owner/MD — one page, plain English)
Six-pillar scored assessment with detailed commentary per pillar
Customer journey mapping (high-level, key stages)
Competitor benchmark (desktop research — how you compare to 2–3 sector peers)
Priority recommendations (top 5, ranked by impact and effort)
90-day action roadmap with suggested quick wins and longer plays
C.A.R.E. framework assessment — how well your complaints process measures up
A 90-minute debrief call (video) to walk through the report, answer questions, and agree priorities
A follow-up email summary of agreed actions within 24 hours of the call
14-day email access for questions post-debrief
Delivery: Report delivered within 5–7 working days of intake. Debrief scheduled at point of booking. Best for: 10–50 employees, £500k–£3m turnover, owner-managed service businesses
The premium.
From £2,500 | Full Health Check + 30-Day Implementation Support. For businesses that want the audit done and the change started
What's included: Everything in Standard, plus:
A deeper intake process including a 30-minute discovery call before the audit begins
Review of up to 6 customer touchpoints (complaints, reviews, onboarding, comms, scripts, policies)
Mystery shopper/contact exercise (Rob or associate contacts the business as a customer across 1–2 channels)
Extended 30–35 page audit report, adding:
Mystery shopper findings and transcript
Staff/process observations (based on materials provided)
Risk register — CX issues that could become reputational or legal problems
KPI recommendations — what to measure and how
90-minute debrief call (as Standard)
30-day implementation support:
2 x 45-minute check-in calls during the month
Async WhatsApp/email support throughout (response within 24 hours)
Review and feedback on any CX materials they create or update during the month
End-of-month progress summary with a revised priority list for the next 60 days
Delivery: Discovery call within 3 days of booking. Report within 7–10 working days. Support begins immediately after debrief. Best for: 20–75 employees, £1m–£5m turnover, businesses with real CX pain or a specific trigger event (growth, rebranding, complaints spike, new leadership)
Customer experience management is never finished. Your processes evolve, your people change, and what your customers expect today won't be the same in twelve months. That's why I work with a small number of clients at a time — building real, ongoing relationships rather than churning through audits. If and when you're ready, I'll be here. And if you're not quite there yet, don't go anywhere — the blog, free downloadable resources, and The CX Circle community are all open to you right now, no commitment required.
If you have something more bespoke in mind, get in touch with me by clicking the button below to get in touch with me.