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
8/25
Customer Voice & Advocacy
21/25
Brand Trust & Loyalty
11/25
Product Value & Innovation
8/25
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 strengthen how organisations deliver for customers — grounded in the Customer Excellence Index (CEI™) model and its four core pillars.
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Service Experience & Care

I restore operational control where customers feel it most — in routing, ownership and turnaround performance.

  • Clarify case ownership and escalation design
  • Reduce avoidable escalations and repeat demand
  • Strengthen frontline capability and decision authority
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Product Value & Innovation

I address product-driven service pressure — closing the loop between support, product and release impact.

  • Identify recurring product-created ticket themes
  • Improve feedback loops between support and product
  • Reduce avoidable demand at source
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Customer Voice & Advocacy

I turn customer signals into usable direction — not just dashboards.

  • Interpret recurring issue themes
  • Analyse sentiment shifts beyond headline scores
  • Prioritise action based on impact, not noise
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Brand Trust & Loyalty

I restore consistency across touchpoints — so delivery matches promise.

  • Align teams around shared service standards
  • Reduce cross-team friction and handoff breakdown
  • Strengthen confidence at critical moments of truth

Representative Engagements

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Global Support Transformation
Focus: Service Experience & Care
Built three global business centres across Asia, US and Europe to support IP and Science portfolios across product types, languages and regional requirements..

What Was Delivered:
  • Centralised core support functions across regions
  • Established shared ownership and escalation models
  • Strengthened local capability while scaling global consistency
  • Designed operating standards across diverse product portfolios
Outcome:
Improved service resilience, scalability and regional performance alignment.
Reducing Product-Created Demand
Focus: Product Value & Innovation
Recurring ticket themes linked to release design and product complexity were driving avoidable demand.

What Was Delivered:
  • Identified systemic product-driven ticket themes
  • Connected support insights into product forums
  • Improved release transparency and feedback loops
  • Reduced repeat demand at source
Outcome:
Shifted service from reactive pressure to proactive product improvement.