Client Feedback & Quality Assurance System
The promise of mastery obligates Crelligent to a standard of quality that is measurable and actively managed — not assumed. This document describes the lightweight but rigorous quality system that protects your reputation, surfaces problems early, and generates the referrals and testimonials that drive organic growth.
The Three Quality Moments in Every Engagement
Quality Moment 1 — The Mid-Engagement Pulse (Week 4 of any Phase)
Midway through every engagement phase, the founder sends a short, personal email to the client sponsor:
"We are four weeks in — I want to make sure we are delivering at the standard you expected. Three questions: Is the quality of our work meeting your expectations? Is there anything you wish we were doing differently? Is there anything you need from us that we have not yet provided?"
This takes three minutes to write and provides intelligence that protects the engagement.
Quality Moment 2 — The Phase Completion Review
At the end of every phase, hold a 60-minute Phase Completion Review with the Steering Committee. Cover:
- What was delivered against what was scoped
- The client's assessment of quality and relevance
- What they need from the next phase that the current phase has surfaced
This meeting is also where you present the next phase proposal — the client is at peak engagement and most receptive to expanding the relationship.
Quality Moment 3 — The 90-Day Post-Engagement Review
90 days after an engagement is complete, call the client. Not to sell. To check:
"Are the changes we designed holding? Is the system working the way we designed it to? What has been harder to implement than expected?"
This conversation does three things: it demonstrates you care about outcomes, not just deliverables; it surfaces implementation problems early enough to address them; and it often generates a Phase 4 subscription or a new engagement brief.
The NPS Measurement System
Net Promoter Score is the single number that best predicts organic growth in a professional services firm. After every completed engagement phase, ask the client one question:
"On a scale of 0 to 10, how likely are you to recommend Crelligent to a peer or colleague?"
Follow with: "What is the primary reason for your score?"
| NPS Score Range | Category | Action |
|---|---|---|
| 9–10 | Promoters — actively refer | Ask directly for a testimonial and two specific referrals within 30 days |
| 7–8 | Passives — satisfied but not vocal | Understand what would move them to 9–10. Usually one unresolved concern. |
| 0–6 | Detractors — at risk | Call within 24 hours. Do not send an email. The call itself is part of the repair. |
Target NPS for Crelligent: 70+. This is the benchmark of exceptional professional services firms globally. It is achievable from Year 1 if quality is actively managed — because your client base is small enough that every engagement gets personal attention from the founder.
The Testimonial & Case Study System
Testimonials and case studies are the most persuasive sales assets Crelligent can own — and they are free, generated entirely by exceptional delivery. Build the collection of them deliberately.
- After every engagement with an NPS of 8 or above, ask the client for a written testimonial with three specific prompts: what problem they brought to Crelligent, what changed after the engagement, and what they would say to a peer considering working with us.
- Draft the case study yourself and send it to the client for approval — do not ask the client to write it. They are busy. You are not.
- Offer an anonymised version if they are not comfortable with a named case study.
- Build the Case Studies page on your website incrementally — even two or three well-crafted case studies in Year 1 transforms your credibility in Year 2 sales conversations.
The quality system described here does not require a quality department, a complex process, or significant time. It requires three habits: ask at the midpoint, review at the endpoint, and follow up at 90 days. Those three habits, applied consistently, will protect Crelligent's reputation and generate a compound referral engine that makes every subsequent year of business development progressively easier.
"The best marketing Crelligent can ever do is deliver work so exceptional that the client has no choice but to tell someone about it."