Find · Ground Truth Diagnostic
Find out what’s actually causing it.
The Ground Truth Diagnostic goes inside your organisation — bringing together the customer, employee and operational evidence you already hold to find the real root cause, not the symptom that shows up on a dashboard.
The free Snapshot uses public signals to show where to look. The Diagnostic goes inside — with your evidence and your teams — to find out why it’s happening.
What we bring together
The evidence you already hold.
- Customer feedback
- Voice of Customer
- Complaints
- CSAT / NPS
- Retention data
- Customer contact data
- Employee engagement
- Employee feedback
- Frontline interviews
- Operational KPIs
- Processes & hand-offs
- Systems & tools
- Roles & accountability
- Leadership assumptions
- Performance variation
The objective
What is actually causing the friction?
We read customer, employee and operational evidence together — because the answer usually lives where they intersect, not in any one of them alone.
What you get
A concise report. A clear plan.
Prioritised and practical — not a 90-slide deck. Every finding comes with a call on what to do first.
A Ground Truth Report that names the root causes, in plain language, with the evidence behind them.
Every finding is prioritised:
And it finishes with a practical 90-Day Action Plan — not a wish list.
The Friction Map
We trace a symptom back to its source, and forward to its cost.
Where customers hit effort, delay or inconsistency.
Where staff are set up to fail by the way the work flows.
The process, system, role or decision underneath it.
Repeat contact, cost, churn and lost retention.