ORIGIN Onboarding Tests

Act 06, How we protect the work Section 07 of 07

A client's satisfaction is not something we hope for. We measure it every month, with them, and we act on what we hear.

4Things the client scores us on

10What each one is scored out of

MonthlyHow often we ask

Part 1

CSAT, and the rhythm around it

CSAT means client satisfaction. Every active engagement has a monthly review where the client scores us on four things, each out of 10.

The four scores

We ask the client to scoreIt tells us

On time deliveryWhether we kept our dates

Response time, from the Team Lead of their engagementWhether they feel looked after

Quality, and whether the value they paid for is realisedWhether the work is doing its job

Scope of work deliveredWhether they received what was agreed

The Team Lead runs the review, and Claude, our AI assistant, helps prepare the report.

A client's monthly review comes back with a low score on response time. How do we treat it?

There is still time to act.

A low score is not a failure to hide. It is the earliest warning we will ever get, and it arrives while there is still time to act.

The rhythm of a client relationship

Every weekThe Team Lead sends the client a report: what was done, what is next, what we are waiting for.

Every monthThe CSAT review and the Steering Committee, the monthly level of governance.

All the timeThe three levels of governance from Act 03: who meets, how often, and who decides what.

Remember

We ask every client, every month, and we act on the answer.

Part 2

Customer success, and your part

Customer success means the client reaches what they hired us for, stays with us, and grows with us. It belongs to PMO. Renewing a client and extending the work are led by the Team Lead, not by the Growth Team.

ORIGIN wants high performers who achieve from their first month. In a client relationship, that looks like this:

What you do

Do the work in a way that earns a high score from the client, without being asked.

If a client seems unhappy, even slightly, tell your Team Lead the same day.

If you notice something that would help the client, say so. That is how good clients grow.

If you are the Team Lead

WhenThe Team Lead

At the kickoffRaises each point plainly, and sends the notes to the client the same day, by email.

When delivered work gets no answerAsks the client by email the same day.

Before a payment is dueReminds the client. If the date passes, asks for a new date in writing.

Every week and every monthSends the client a report every week, and runs the CSAT review every month.

On renewalLeads on renewing the client and extending the work.

On a call a client says, half joking, "we never know what you are working on". What do you do?

Half a joke is still a signal.

In practice

That remark is a response time and reporting signal. Pass it on today. It should never first appear as a score.

Remember

Customer success belongs to PMO: the client reaches what they hired us for, stays with us, and grows with us.

Your part

Before you move on

Three questions before you move on. Type your answer, send it, then check it.

Your answers stay on this device.

1What four things does a client score us on, each out of 10?

The answerOn time delivery, response time from the Team Lead of their engagement, quality and whether the value they paid for is realised, and scope of work delivered.

2Who leads renewing a client and extending the work?

The answerThe Team Lead, not the Growth Team. Customer success belongs to PMO.

3A client seems slightly unhappy. What do you do?

The answerTell your Team Lead the same day.

Answer all three and this section is yours.

You know how we protect the work.

The client reaching what they hired us for: that is owning the outcome. Next: the Act 06 quiz. Take it when you are ready.