Customer Experience
& Assurance.
Evidence, not assumptions. A disconnect between your brand promise and your customer’s actual experience is a significant strategic risk.
Service Design
We map the gap between policy intent and operational reality. We visualise the end-to-end journey to highlight friction points that are costing you revenue, compliance, or reputation.
Failure Demand
Bad CX is expensive. We identify “Failure Demand”—the avoidable volume of calls and complaints caused by broken upstream processes. We treat customer friction as operational waste to be eliminated.
Root Cause
We don’t just report the complaint; we find the systemic source. We distinguish between minor irritants and the critical failures that cause churn or regulatory breach.
The “Brand Gap” Risk
For every degree your operational delivery drifts from your marketing promise, you accumulate risk. We measure that gap.
CX Methodology
Government to Citizen (G2C): In a regulatory environment, the “customer” often has no choice but to engage. We help agencies identify friction in regulatory processes that drives non-compliance and reputational damage.
Brand Assurance: For the corporate sector, a brand is only as good as its delivery. Our Strategic Assurance reviews audit your marketing promises against the cold reality of your front-line operations.