Retention & Relationships Audit
Do customers come back?
What happens after someone buys decides whether they return, refer others or quietly drift away. The Retention & Relationships Audit looks at what customers experience after they buy, and whether it matches what they were promised.
From $2,500 AUD. You only pay for the audits you go ahead with.
After someone buys, does the experience match what they were promised, and give them a reason to come back?
- What's delivered doesn't match what the sales process led them to expect.
- Onboarding leaves customers unsure what happens next.
- Communication goes quiet once the sale is made.
- There's no clear reason, or moment, to come back or refer someone.
Common examples, not findings about any particular business.
What this audit looks at.
- From sale to delivery
Whether the handover keeps the promises the sale made.
- Onboarding and first experience
What a new customer has to understand, do or wait for.
- Communication and follow-through
Whether customers hear from you when it helps them.
- Promise against experience
The gap between what customers expected and what they encountered after buying.
- Repeat business and referrals
The moments that invite a customer back, or to recommend you.
A diagnosis you can act on.
- A reading of the customer's experience after the sale, against what they were promised
- The moments that invite repeat business and referrals, and the ones that don't
- Findings that connect what we observed, the gap from what customers expected, what it asked of them, what they got back and the likely consequence, each with the improvement to make
- The first thing to fix: the point where customers are most likely to say no next, chosen by the evidence, what it is likely costing you, the customers it affects and the effort to fix it
- Observations kept separate from interpretation, and both kept separate from measured results
- A prioritised improvement plan
- Conducted by Mario Malik and delivered in your private Vantage workspace
From $2,500Start this audit
From setup to the first thing to fix.
- 01Tell us about the businessA few minutes
What you sell, who your best customers are and where you think they hesitate.
- 02We look at it as a customer wouldEvidence first
Each touchpoint at this stage: what it asks of customers and what they get back.
- 03Mario conducts the auditA person's judgement
AI surfaces patterns. Mario decides what matters for your business.
- 04You get what to fix firstIn your workspace
The point where customers are most likely to say no, and a plan for what comes after.
About the Retention & Relationships Audit.
Why does retention matter for growth?
Because customers who return and refer others grow revenue without more spending on finding new ones, and what happens after the sale shapes both.
Do you talk to our customers?
The audit looks at the experience as a customer has it. Where talking to customers or measuring behaviour would confirm a finding, the report says so.