Observing the moments
that shape institutional trust.
We are retained by financial, hospitality, and healthcare institutions to observe customer interactions — not through surveys, but through direct, independent observation of the moments that matter.
Experience intelligence,
not opinion.
Organizations retain UOne Vantage when they suspect a gap between what they intend to deliver and what customers actually receive. Satisfaction scores may be flat. Retention may be softening. Or there may simply be a sense that something isn't landing as it should.
We spend time in your actual customer interactions — branch offices, hotel lobbies, clinic waiting rooms, call centres. We observe. We document. We return with a calm, precise account of what we saw and what it suggests about where trust is being built or eroded.
From our field notes
The pause. After a question, silence averages 4 seconds before a response. The optimal interval is 11 seconds. Most teams fill it with noise. The best wait.
The repetition. When a customer repeats information to a second person, confidence drops by an average of 23%. We measure this.
The unkept promise. "I'll get back to you." In our observations, 67% of these promises are not fulfilled. The customer remembers.
Who retains us
Heads of Customer Experience
Operations Directors
Practice Managers
Founders and Owners
CEOS™ framework
Each observed interaction is scored across four dimensions. Evidence-based, not sentiment-based.
Compliance
Adherence to regulatory and institutional standards
Empathy
Recognition of customer circumstance and emotion
Objection handling
Response to concerns and resistance
Communication
Clarity, timing, and appropriateness of exchange
Dimension scoring
Composite CEOS score
Against 150+ observations
Four levels of observation
Each engagement is principal-led. Scope is determined by the question you're asking.
The Glimpse
A single observation session focused on one specific question or touchpoint.
2–3 hours on-site
Verbal briefing
2-page summary
The Tune-Up
Targeted observation of 2–3 high-risk moments. Full CEOS scoring.
2–3 touchpoints
CEOS scorecard
5-page report
The Root Cause
Complete journey observation. Full gap analysis. Pattern identification.
Full journey mapping
Gap analysis
15-page report + briefing
Full Audit
Multi-journey observation across channels. Strategic briefing.
3–5 journeys
Benchmark scoring
Board-ready presentation
All engagements include a principal on-site and a full confidentiality agreement.
Selected engagements
We work with institutions that take trust seriously. Names are held in confidence.
Financial
- Private bank, UAE The Root Cause
- Wealth manager, UK Full Audit
- Islamic bank, KSA The Tune-Up
Hospitality & Healthcare
- Luxury hotel group, Europe Full Audit
- Private clinic network, Canada The Root Cause
- Airline lounge, Gulf The Glimpse
"They observed for two days and saw things we had walked past for two years. Not because we weren't paying attention — but because we were too close to see them. The conversation afterwards was worth ten times what we paid."
— Head of Customer Experience, international hotel group
Patterns we observe
From 150+ engagements, certain findings recur across institutions and geographies.
The optimal pause
After a question, the optimal wait time before responding is 11 seconds. Most teams average 4. The gap is visible to customers.
Unkept promises
"I'll get back to you." In our observations, two-thirds of these commitments are not fulfilled. Each is a small erosion of trust.
Confidence drop
When customers repeat themselves to a second person, confidence in the institution drops by an average of 23%.
Make an inquiry
We respond to all inquiries within one working day. Initial conversations are without obligation.
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