CX Health Check
A fixed-scope review of how customers are looked after once they order, ending in a clear plan of what to fix first.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
The customer experience agency that builds the fix
Sydney Standard finds the small things that make customers go quiet after they order and builds the fix with your team, from support replies and returns to the automation behind them. Then it measures what changes.
- Fixed fee, agreed in writing
- Reply within one business day
Brands Nicholas has worked with in customer service and retail
- PVH
- Woolworths Group
- Oakley
- Bose
- Ralph Lauren
Where customers go quiet
Customers go quiet, and nobody can say why.
The cause is usually small: a vague reply, a late update, a return form that asks too much.
Contacts are handled one at a time, so the pattern rarely reaches the people who can fix it.
Found, fixed and measured
Advice and the build come from one place, so the plan does not stop at a report.
The problem is found from your customers' side, in the moments where they give up.
The fix is built with your team, from clearer replies and simpler returns to automation that handles the routine questions.
What changes is measured, so you can see the difference in figures.
Services
Each engagement has a fixed scope and a fee agreed in writing before work starts.
CX Health Check
A clear view of where customers go quiet, and a plan of what to fix first.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
Journey Teardown Workshop
One critical customer journey, worked through with your team in a single session.
- Duration
- Half a day
- Fee
- Fixed, quoted after a call
Support and Automation Tune-up
Your helpdesk, AI agent and workflows reviewed, rebuilt where needed and tested, with a runbook your team can keep.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
How it works
A 30-minute call
We agree what you want to fix and whether the fit is right.
The Health Check
About two weeks, at a fixed fee, to find where customers go quiet.
A clear plan
What to fix first, and how the results will be measured.
Fix it together
The fixes built and put in place with your team, automation included, scoped and priced after the Health Check.
Led by Nicholas Bowker
Sydney Standard is led by Nicholas Bowker, a customer experience specialist with a background in ecommerce customer service and retail. Nicholas sees where customers struggle and builds the automation that sorts it out. Every engagement is run by Nicholas directly, from the first call to the final measures.
Experience
- eCommerce Customer Service Manager, PVH Corp
- PetCulture, part of Woolworths Group
- Retail management for Oakley, Bose and Ralph Lauren
Questions
Who do you work with?
Online and direct-to-consumer brands in Australia whose customers are going quiet after they order, and who want the small things fixed and the results measured.
Do you advise, or build the fix too?
Both. Sydney Standard finds what is going wrong for your customers, then builds the fix with your team, from support replies and returns to your helpdesk, AI agent and the automation around them.
How is pricing set?
Each engagement has a fixed scope, a set duration and a fixed fee agreed in writing before work starts. A quote follows a short call.
Is the work remote or on-site?
Remote by default, from Sydney. On-site in Sydney can be arranged.
How is my information handled?
With care. The work is done through the access your team provides, customer details stay in your systems, and how everything is handled is agreed in writing before work starts.
How do we start?
Email nick@sydneystandard.com. If it is a fit, we book a 30-minute call, and the next step is usually the CX Health Check.
Start with a short conversation
Share what is not working for your customers. You will get a clear answer on how Sydney Standard can help, and whether a CX Health Check is the place to begin.
- Fixed fee, agreed in writing
- Reply within one business day