Customer satisfaction used as a signal for where service is working.
Award-recognised customer and service improvement
Clare Langley
For MSPs and service providers where customers are waiting too long, teams are carrying too much, and leaders need a partner to take service to the next stage.
Service clarity
for teams who want customers to feel looked after, especially when things go wrong.
SDI award 2026
Transformation shortlist
14% to 3.7% churn reduction
97% CSAT
Proof in motion
The work has to show up in the numbers.
Lower churn after customer risk became easier to spot and act on.
Award recognition linked to customer and service improvement work.
Why Clare
The whole story matters.
Customers do not separate the website, the promise, the sales message, the support route, and the service they receive. They experience it as one thing. Clare connects those pieces so the service people buy is the service they actually receive.
Promise
What the website, sales message, and customer journey lead people to expect.
Pressure
What teams are carrying every day, including repeated work, unclear ownership, and too many priorities.
Trust
What customers remember when they are waiting, chasing, or wondering whether the service still works for them.
Proof
What leaders can see clearly enough to support the right change.
When this matters
A customer is questioning trust. Specialist knowledge sits with too few people. The team is busy, but service is not improving. The data exists, but the story is unclear.
Selected work
A few examples of work that made service clearer.
Showing all 5 examples.
Service culture
Customers remember how a problem made them feel.
Method
Service improves when the same issues stop coming back.
Find the pattern
Look for the moments where customers wait, repeat themselves, chase updates, or lose trust.
Make ownership clear
Decide who follows up, who makes the call, and what happens before the issue grows.
Reduce team effort
Remove repeated work and unclear handoffs so people can spend more time helping customers properly.
Use tools carefully
Add portals, dashboards, automation, or AI only where they save time and help people act.
Match the promise
Check that the website, message, and customer journey match what the service can actually deliver.
Show what changed
Track the numbers people understand: churn, satisfaction, repeat issues, effort, and response.
Evidence
The work should be easy to explain and hard to dismiss.
Award recognition connected to Clare's customer and service improvement work. Read the evidence note.
Customer experience work shortlisted alongside organisations including Nestle, Vodafone, Atos, and Manchester Metropolitan University.
Customer churn reduction through clearer warning signs and better follow-up. Read the case study.
Service quality measured through customer satisfaction and operational delivery.
Experience
Built between operations, customers, and the boardroom.
Akita Systems Ltd
Customer Quality Manager and service improvement lead across customer experience, award evidence, retention, reporting, automation ideas, and the link between digital experience and service delivery.
Select Technology
Service Delivery Lead and CX Coordinator, including Instant Support launch and operational oversight across service desk and NOC activity.
Unicomp Ltd
Programme Manager across HR, facilities process improvement, ISO audits, web presence, marketing activity, and operational delivery.
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