Independent Customer Journey Reviews
Find the leaks in your customer journey.
Thakstra reviews your enquiry, follow-up, handover, complaint and customer service journey to identify where customers are being lost, delayed, confused, ignored, or badly handed over — then provides practical fixes your team can use.
The Problem
Customers rarely disappear for no reason.
Most businesses do not lose customers because nobody cares. They lose them because the journey is inconsistent.
- Leak 01Enquiries are missed.
- Leak 02Quotes are not followed up.
- Leak 03Customers are passed between people badly.
- Leak 04Complaints repeat.
- Leak 05Managers end up chasing the same issues every month.
Individually, each one looks small. Repeated every week, they are where customers quietly leak away — and they rarely show up in any report.
Our Perspective
“You do not need a transformation programme.
You need to know exactly where customers are slipping through the cracks.”
Thakstra helps find those leaks, fix the obvious friction, and keep the customer journey under control — without adding more work to senior staff.
What Thakstra Reviews
The points where customers go missing.
These are the practical, front-line parts of the journey, where consistency breaks first. Each review focuses on up to three of them, agreed with you from your intake.
Enquiry & first response
How new enquiries arrive, who owns them, and how quickly and clearly they are answered.
Quotes & follow-up
What happens after a quote or proposal goes out — and whether anyone follows up when it goes quiet.
Handovers
The points where a customer is passed between people, teams or systems — and what gets dropped in between.
Complaints & review themes
The issues that keep coming back in complaints, reviews and repeat conversations.
Templates & SOPs
The replies, documents and process notes your team actually uses — and the gaps where everyone improvises.
Simple control reports
Whether management can see the state of the journey each month without chasing people for answers.
Services
Two services. No ambiguity.
A fixed-scope review to find the leaks, and optional monthly control to keep them closed. Nothing else.
Customer Journey Leak Fix
Delivered within two working days of your start confirmation, once we have everything we need.
A fixed-scope review of your customer enquiry, follow-up and service journey. We identify the top customer journey leaks and provide practical fixes your team can use immediately.
- Review of up to three agreed parts of your customer journey
- Top 5 customer journey leaks
- Practical fix list
- Three ready-to-use templates
- One follow-up sequence
- One simple checklist
Customer Journey Control
Or £6,000 per quarter, paid upfront. Available by arrangement after a completed Leak Fix.
Monthly customer journey monitoring and improvement for businesses that want the leaks controlled — not just identified once.
- Monthly customer journey review
- Enquiry / follow-up issue check
- Handover gap review
- Complaint / review theme summary
- Template and SOP updates
- Follow-up system refinement
- Simple monthly control report
- Management action list
- Up to two minor process / template improvements
How the two fit together: the Leak Fix is the entry point. Customer Journey Control is offered by arrangement after a completed Leak Fix, once the business can see the leaks and wants monthly control.
How It Works
A fixed, five-step method.
Every review follows the same documented process. No ambiguity about what happens next.
We confirm the parts of the customer journey to review: enquiry, response, quote, follow-up, handover, complaint, review, aftercare or repeat business.
We review a practical sample of the current journey, such as website / contact flow, customer enquiries, replies, quote follow-ups, complaints, reviews, templates and existing processes.
We look for delays, dead ends, unclear ownership, weak replies, missing follow-up, repeated complaint themes and points where the customer experience becomes inconsistent.
We provide the top 5 leaks, a clear fix list, and ready-to-use assets such as templates, SOPs, follow-up sequences and checklists.
For retainer clients, we continue reviewing the journey monthly and provide simple control reports so the same leaks do not quietly return.
After You Enquire
From enquiry to finished pack.
Everything happens in writing. No calls, no meetings and nothing to pay until you have seen and accepted a written proposal.
Send the short form below. Your secure intake link is emailed to you straight away.
Complete the intake in about 30 minutes. It asks how enquiries are handled today and for a few real examples, with customer details removed.
Within two working days you receive a written proposal, the terms and the £500 invoice. There is no obligation to proceed.
Accept in writing and pay the invoice. We confirm the start and your delivery date by email.
Your completed pack arrives by email within two working days of the start confirmation, provided we have all the information we need.
About Thakstra
Built on 20+ years of front-line experience.
Thakstra is built on 20+ years of front-line and commercial experience across multiple industries, including hospitality and catering, manufacturing, ecommerce, B2B and B2C sales, recruitment, and finance.
That experience has shown the same pattern repeatedly: businesses rarely lose customers in one dramatic moment. They lose them through small, repeated points of friction — slow replies, unclear ownership, poor handovers, weak follow-up, inconsistent communication, and recurring service issues that management does not have time to inspect properly.
Thakstra exists to find those leaks and turn them into practical fixes: clearer templates, better follow-up systems, simple SOPs, cleaner handovers, and straightforward control reports.
The aim is not to make customer service complicated.
The aim is to make the customer journey easier to see, easier to manage, and harder to neglect.
Independent by design
No software to sell, no preferred suppliers and no implementation contracts to protect. Findings reflect what we observe, not what we are incentivised to recommend.
Written, not verbal
Every finding, fix and commitment is documented. There are no verbal promises and no ambiguity about what has been agreed.
Practical over theoretical
Fixes are built around what your team can realistically use — templates, sequences and checklists, not what looks good in a presentation.
Frequently Asked Questions
Common questions.
If your question isn't answered here, contact us directly. We respond to every enquiry in writing.
How long does it take?
The intake takes about 30 minutes. Your proposal follows within two working days. Once you have accepted and paid, your completed pack is delivered within two working days of the start confirmation, provided we have all the information we need.
When do we pay?
Only after you have completed the intake and accepted a written proposal. The fee is a fixed £500 with no VAT added. If you change your mind before the work has started, any payment is refunded in full.
What if you can't help us?
We read your intake before asking for any payment. If we cannot see where we would help, we will say so and you pay nothing. If you change your mind after paying but before the work starts, you are refunded in full.
Is Thakstra a fractional COO service?
No. Thakstra is focused specifically on customer journey leaks, enquiry / follow-up issues, handover gaps, complaint / review themes, templates, SOPs, follow-up systems and simple control reports.
Do you contact our customers?
No. Thakstra reviews the journey and provides findings, fixes and templates. We do not act as your customer service team or contact your customers directly.
What data do you need?
Usually a practical sample: website / contact links, recent enquiries, replies, quote or follow-up examples, complaint / review examples where available, and any existing templates or SOPs. Sensitive details can be removed or anonymised.
Do we need a CRM?
No. A CRM can help, but Thakstra can start with emails, forms, quote examples, reviews, spreadsheets or existing process notes.
Can we go straight to the monthly retainer?
No. Monthly control starts after a completed Customer Journey Leak Fix. This gives both sides a clear view of the current leaks before monthly control begins.
Do you guarantee more revenue?
No. Thakstra does not guarantee revenue increases. The work is designed to identify and reduce preventable customer journey friction, improve consistency, and give management clearer control.
Get Started
Begin your assessment.
Complete the form and your secure intake link is emailed to you straight away. There is no commitment and nothing to pay at this stage.