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Case Study - Improving CSAT by 14% via Design For 6 Sigma


A large FS business that prided itself on high customer satisfaction was receiving significantly poorer CSAT results.

1. We listened to customers

Linking the customers voice to the functions / sub-functions and characteristics of the offer.

2. We identified the key causes

Using customer and process data, to highlight the key apparent presenting causes.

3. We addressed systemic issues

Removing causes of poor CSAT and adding in missing elements of great CSAT, all linked to clear performance and cost-of-provision targets.

4. We implemented and measured

To ensure changes were effective, and sustained.

5. Result

CSAT was increased by 14% in just 6 months!


Delivery to Plan


CSAT Improvement


ROI from aorist consultancy, training and coaching

Businesses typically benefit from a 50 - 100+ times rate of return, when measuring the cost of an aorist Lean 6 Sigma or Systems Thinking / Systems Dynamics Simulation training course and coaching against the benefits derived from applying it the very first time in their business.