Services · Client Experience Report · £225 fixed fee
Real customers. Genuine experiences. Honest insight.
Not actors, not apps — real people who have actually used your service, documenting what they found.
Single report. No contract. UK-wide.
What it is
The honest insight you can't get anywhere else.
Most businesses never find out what their customers really think. Surveys get ignored. Google reviews are reactive and random. And traditional mystery shopping sends trained actors through your door — people pretending to be customers, following a script.
Client Experience Report are different. We work with genuine customers who have already used your service — people who booked, paid, and experienced it with no agenda. They document every touchpoint using our structured framework, and we deliver it to you as a prioritised written report with specific, actionable recommendations.
You get the kind of honest insight that's almost impossible to get any other way.
The process
Three steps. One honest answer.
A real customer uses your service
A genuine customer — not a hired actor — books, pays and experiences your service exactly like anyone else. No script, no agenda.
They document every touchpoint
Using our structured framework, they capture the full journey: first contact, arrival, the core experience and follow-up — assessed against what good actually looks like.
You get a written report in 3 days
Northstone reviews and quality-checks the submission, then delivers a detailed, prioritised written report with specific, actionable recommendations.
Real customer uses your service → documents their experience using our framework → Northstone reviews and quality-checks the submission → prioritised written report delivered to you within 3 working days → you decide what to act on.
What's assessed
Every report covers the full customer journey.
First contact
Phone, online enquiry, booking process.
Arrival and welcome
Environment, greeting, waiting experience.
The core experience
Quality of service, staff knowledge, communication.
Follow-up
Aftercare, check-ins, next steps.
Assessed against what good actually looks like — not a tick-box scorecard.
The deliverable
A working document. Not generic feedback.
A detailed, prioritised written report delivered within 3 working days. Written in plain language with specific recommendations — a working document you can act on immediately, not generic feedback.
Who it's for
Built for businesses where the customer experience is the product.
Private dental practices
Independent opticians
Private GP, physio & aesthetics clinics
Solicitors & law firms
Independent car dealerships & garages
Letting agents & estate agencies
Hotels, restaurants & hospitality
The commercial case
The numbers do the talking.
- A private dental patient who doesn't rebook is £2,000–£5,000 of lifetime value walking out the door.
- A law firm that fumbles the first call loses a matter worth thousands — often without ever knowing it happened.
- An optician's frames customer who buys elsewhere takes a £300–£600 sale, plus every renewal after that.
- A garage customer who feels overcharged and goes elsewhere = £500–£2,000 per year in lost servicing revenue.
- A letting agent who loses a landlord instruction = £1,000–£3,000 per year in management fees gone silently.
- One improvement identified in a Client Experience Report typically pays for it many times over, in the first month.
The ROI
Customer experience is the most under-priced lever in your business.
The research is unambiguous. Better experience = higher prices, better retention, better margins. Worse experience = customers gone, often without you ever finding out why.
86%
of buyers will pay more for a better customer experience
PwC, Future of Customer Experience
32%
of customers walk away from a brand they love after just one bad experience
PwC
5–25×
more expensive to acquire a new customer than to retain an existing one
Harvard Business Review
5%
increase in retention can lift profits by 25–95%
Bain & Company
At £225, a single Client Experience Report typically pays for itself the moment you act on one finding — a fixed phone-handling problem, a tightened follow-up process, a small change at reception. The downside is capped. The upside compounds for years.
What's included
The £225 promise.
Covers the full written report and recommendations. No contract, no retainer. UK-wide.
- A genuine customer experience — not an actor or an app
- Full written report — not a tick-box scorecard
- Specific, prioritised recommendations
- Delivered within 3 working days
- Fixed fee — no hidden extras, no ongoing commitment
Please note: the £225 fee covers the report and recommendations only. It does not include the cost of the appointment, consultation or product itself, where applicable.
Why it's different
Real customers. Real experience. Real insight.
- Written by a real customer with a genuine experience — not a hired actor following a brief
- The same person who had the experience writes the report — no Chinese whispers
- Structured, objective and private — unlike reactive, public Google reviews
- Covers the full customer journey from first contact to follow-up
- Specific recommendations, not generic observations
FAQ
The straight answers.
Are these really genuine customers?
Yes. Every Client Experience Report is written by a person who actually booked, paid for and used your service — not an actor, not a mystery shopper following a checklist. That's the entire point.
Will my staff know it's happening?
No. From your team's perspective, it's a normal customer interaction — because it is one. You only see the result once the report lands.
Do I need to sign a contract?
No. It's a single fixed-fee report. No retainer, no ongoing commitment, no upsell.
What if I want regular reports?
Quarterly and annual packages are available on request — useful for tracking improvement after you act on the first report. Most clients start with a single report and decide from there.
How is this different from Google reviews?
Reviews are random, public, and reactive. Client Experience Report are structured, objective and private — written against a consistent framework, with specific recommendations you can implement.
Which areas do you cover?
UK-wide. Travel is included in the fixed fee.
Find out what your customers really experience.
£225. Report in 3 working days.