Client health, retention risk and CSAT: ops visibility from zero

Context

A media business had no structured view of client health. Client satisfaction was not measured. Retention risk surfaced only when a client was already unhappy. The CEO had no real-time view of delivery, team completion or where team time went.

The decision

Keep reacting when a client raises a problem, or track health every week, flag retention risk from named triggers and measure satisfaction after every campaign?

What was built

A Client Health Tracker with CSAT scoring against a target of 9 out of 10 or better, retention-risk flags triggered by delivery delays, misalignment or execution issues, and a weekly check cadence. A Retention Tracker showing live client status, risk tier, expectations document status and the linked delivery plan. A CSAT system: a structured feedback form, sent after each campaign, with scores tracked in Looker Studio. A Team Completion Dashboard showing completion rate by assignee, an overdue-task audit and percentage on time against a 75% target. Time-allocation tracking through ClickUp task tags by function (Sales, Influencer, Fulfilment), a workload hours field and a weekly summary. A Retention SOP and a CSAT SOP, rolled out to account managers.

What it demonstrates

Retention risk caught early, not after the fact. Client satisfaction measured for the first time. A single view of client health and team delivery for the CEO, built from nothing.