Customer Experience Health Check.
Most businesses lose customers they never knew they had — not through bad service, but through small, fixable gaps that quietly add up and create friction.
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.
Your Journey to Clarity Begins Here.
Every business is different, every CX Health Check is bespoke. Here's how it works:
Discovery Call, Proposal & Kick-off
Our creativity is at the forefront of everything we do, delivering innovative solutions that make your project stand out while maintaining a balance between originality and functionality.
The CX Health Check
From the initial stages to completion, we offer support every step of the way, ensuring you feel confident in your choices and that your project is a success.
Debrief & Implementation
Our services are built to last, ensuring that every solution we provide is of the highest quality, bringing lasting value to your investment and ultimate customer satisfaction.
Support for however long your business needs
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.
Our features
01.
Performance
Speed and efficiency ensure tasks are completed quickly and resources are used optimally, enhancing productivity and satisfaction.
02.
Clarity
Clear structure and plain language help everyone understand goals and next steps, reducing confusion and building trust across teams.
03.
Assistance
Responsive support and thoughtful guidance remove blockers when they appear, so people stay focused and confident as they move forward.
04.
Iterations
Regular feedback loops and steady refinements turn early ideas into stronger outcomes, improving quality without slowing momentum.
Pricing to match the stage of your business.
I offer three core packages for the CX Health Check to suit your budget and business needs.
The Starter
For solo founders and small teams who want clarity fast and to identify outcomes for themselves.
Start Now- Access to the online CX Health Check scorecard (six-pillar framework)
- A personalised PDF audit report (12–15 pages) auto-generated from their responses
Access to a recorded 20-minute video walkthrough of how to read and act on the report
- No personal guidance from Robert M Edwards
- No implementation guidance
The Standard
For growing businesses ready to take CX seriously and would like personalised support from Robert M Edwards.
Start Now- A full review of up to 3 customer touchpoints you provide
- Rob conducts the audit on your behalf — not a self-serve form
- A bespoke 20–25 page CX Audit Report
- A 90-minute debrief call (video) to walk through the report, answer questions, and agree priorities
14-day email access for questions post-debrief
The Professional
Advanced solution for for businesses that want a comprehensive audit done and the changes started.
Contact Me- A full review of up to 6 customer touchpoints you provide
- Mystery shopper/contact exercise
- Extended 30–35 page CX Audit Report
- 30-day change implementation support
- A 90-minute debrief call (video) to walk through the report, answer questions, and agree priorities
End-of-month progress summary with a revised priority list for the next 60 days
Frequently asked questions
Here are some common questions I get about the CX Health Check.
A structured review of your customer journey, including your website, enquiry process, billing and key touchpoints. Check out the options above to see what suits your business and current situation the best.
You’ll receive clear findings, prioritised recommendations, and practical actions to improve performance. I understand your time is precious so you won't receive corporate drivel.
Typically 1–2 weeks from kickoff to delivery, depending on scope and complexity of your business and processes.
I’ll confirm timelines upfront in the proposal so you know exactly what to expect.
Yes—that’s the goal.
Everything is designed to be clear, practical, and achievable. If you do need additional support, we can discuss that separately.
Still unsure if this is the right step for your business?
Get in touch for a free, no obligation chat about your specific business challenges to make an informed decision about the CX Health Check.