Making Your Business Work for Customers


Excentrics is a customer excellence consultancy operating where customer experience breaks down — identifying root causes, repairing operational gaps and rebuilding how the business works for customers.

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Collecting customer sentiment: scanning reviews and public feedback across trusted platforms.
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Evaluating consistency and trust signals: checking accuracy, reliability, and reputation across channels.
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Analyzing innovation and responsiveness: reviewing product updates, responses, and engagement speed.
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Measuring service experience and care: interpreting tone, resolution quality, and overall service excellence.
CEI™ Score
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Service Experience & Care
14/25
Customer Voice & Advocacy
9/25
Brand Trust & Loyalty
13/25
Product Value & Innovation
24/25
You’ve just seen an example CEI™ Score.

The CEI™ Score brings together publicly visible customer signals across four pillars of customer excellence to provide a clear outside-in view of performance.

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When Customer Excellence Starts to Slip

When performance drops, turnaround times stretch or recurring issues won’t go away, it’s rarely one team. It’s usually the system.
Performance Drifts
CSAT declines. SLAs slip. Escalations increase.
Support Tickets Increase Unexpectedly
New product releases create ticket spikes no one forecasted.
Teams Operate in Silos
Support carries the pressure while root causes sit elsewhere.
Numbers Don’t Explain Why
Metrics are tracked – but what’s driving them.

Customer Excellence, In Practice

Excentrics works with leadership teams to diagnose performance pressure, restore accountability and strengthen how the organisation delivers for customers.
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Service Experience & Care

I improve how frontline teams operate — clarifying routing, strengthening capability and restoring control over turnaround times and recurring demand.

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Product Value & Innovation

I examine how product decisions are driving service pressure — reducing avoidable demand and improving feedback loops between support and product.

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Customer Voice & Advocacy

I make customer signals usable — identifying recurring themes, interpreting sentiment shifts and turning them into clear, prioritised action.

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Brand Trust & Loyalty

I rebuild consistency across teams and touchpoints — so customers feel confident they’re in capable hands.