Three ways
to work together.

01

Foundational Audit

Typically 2 – 4 weeks

The standard engagement. A full, structured review of the experience program — from how it looks to a client encountering it for the first time, through to how it is delivered and what happens after.

What is included

• Discovery questionnaire — short intake form completed before work begins
• Full five-phase audit review — first impressions, experience review, brand alignment, client journey, and gap analysis
• One direct concierge or team enquiry test — experiencing the client-facing process firsthand
• Written audit report — findings and considered recommendations, specific to your program
• Post-report call — to walk through the findings together and discuss next steps

02

Focused Review

Typically 1 – 2 weeks

A targeted review of one specific area. For clients who want to look closely at something particular before committing to a full review — or who have a precise question they want answered.

What is included

• Scope agreed before work begins — confirmed in writing
• Targeted review of the agreed area only
• Written summary of findings for that specific area
• Clear recommendations on what could work better
• One follow-up call to discuss the findings

Examples of focus areas

03

Ongoing Advisory

Minimum 3 months

Continued input as the program evolves. For clients who want to keep the momentum going after an audit — with ongoing perspective as they implement changes and develop the offering further.

What is included

• Regular check-ins to review progress and address new questions
• Input on specific decisions or changes as they arise
• Review of any updated experience content or communications
• Available by email and call throughout the engagement

Scope and frequency are agreed per client. Typically follows a Foundational Audit, though it can be standalone where relevant. Minimum commitment is three months.