What is the Maturity Audit?
The Customer-Centricity Maturity Audit is an in-depth, independent, expert assessment of your business, providing you with insights & recommendations for the next 6-12 months
From Beginner to Transformative
Most business are at the aspiring or progressive level when we first engage with them. Within 12 months we expect businesses to have reached the strategic and sometimes transformative levels of maturity, if our recommendations are followed
Are you on the path yet?
We audit businesses every 6 months, ensuring that progress is made following each in-depth assessment. Within 1 year we expect most businesses to have reached the strategic level of maturity
The Maturity Audit Process
01
Employee Insights
We get the very heart of your business. We speak 1-1 with people from across the business at different levels of seniority, from the UX designer to the CEO.
During these frank and open sessions, we gain a rich understanding of the business in all the 24 assessment areas of the Maturity Audit.
02
Business, Strategy & Brand Insights
Along with all the qualitative insights we have gained through the 1-1 sessions, we look at your key business documents (if these are in place) on your business strategy and anything you have in place for vision, mission and values.
03
Strategic Analysis
We then harness our combined 40 years of industry expertise working both client side and agency side, to analyse all the insights and determine your current maturity rating for all 24 assessment points.
We then establish what our key recommendations are for each assessment point, both short term and medium term, for your business.
04
Strategic Report
All the insights and recommendations are brought together into a strategic Customer Centricity Maturity Audit Report. The full detailed report is over 100 pages long, with an executive summary report also produced which is around 25 pages long.
05
Presentation Workshop
Everyone we have spoken to during stage 1 is invited to attend a half-day or full-day presentation workshop, where we take you through the key insights and recommendations of your Maturity Audit.
The workshop has time for discussions and questions, providing a unique environment for people across the business to talk about the current challenges and opportunities ahead.
06
Roadmap & Delivery Support
Following the presentation workshop we spend time with the business owner and stakeholders in establishing how the existing business roadmap (if there is one) needs to be relooked at based upon the recommendations from the Maturity Audit.
We can then provide expert delivery services including behavioural research, multi-channel customer experience research, international user research, UX and CX design, and full user-centered design services
07
Half Yearly Re-Audit
Every 6 months we will re-audit your business should you want to establish how far you have come in your Maturity Audit score, both for your business and for each of the 4 Pillars of the Maturity Model
What is your current Employee Experience (EX) like?
One of the most valuable insights we gain by speaking openly and frankly with members of your business is what their current Employee Experience (EX) is like.
From feeling disrespected and demotivated to feeling empowered to make a real difference to your business, we gain a true understanding of your current EX.
Part of the Customer-Centricity Maturity Audit report is insights and recommendations specifically on how to improve your Employee Experience - resulting in a more motivated and loyal team who are all working cohesively towards your tangible and exciting business goals.
Who carries out the Maturity Audit?
Paul Rouke
Paul has been working in the digital industry for over 20 years. For 16 years Paul ran UX and CRO agency PRWD, where he worked with brands across many sectors from SME’s to some of the worlds biggest brands.
Paul is a lecturer, author and keynote speaker.
Paul Postance
Paul has been working in the digital industry for over 20 years, holding several senior-level positions at brands including EE, Very, Virgin Media and Thomas Cook. Paul is a digital transformation and experimentation expert who thrives on helping business transform into becoming truly customer-centric
Audit Pricing
SME Businesses
£14-18k
We will be speaking to the CEO/MD of the business
We will be speaking with 9 more people from within the business, representing different areas
We will review your business insights and current business plan and roadmap (where available
You will receive a 100-120 page strategic Maturity Audit Report for your business
You will get between 40-60 recommendations for quick, medium and long term implementation across the 24 assessment points
We will deliver a half-day online workshop to the CEO/MD and all the people we spoke to
Large Businesses
£20-30k
We will be speaking to the CEO/MD of the business
We will be speaking with 14 more people from within the business, representing different areas and different levels of seniority
We will review your business insights and current business plan and roadmap (where available
You will receive a 100-120 page strategic Maturity Audit Report for your business
You will get between 60-90 recommendations for quick, medium and long term implementation across the 24 assessment points
We will deliver a full-day online workshop to the CEO/MD and all the people we spoke to
POA
Enterprise/International Business
For enterprise and international businesses with multiple offices around the world, we will work with you to determine the scale of engagement we will be delivering.
This may involve conducting the Maturity Audit with different countries to compare the maturity levels and opportunities on a regional level.
