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An Interactive Model

The cost of ‘good enough’ client experience

Most firms treat client experience as a soft concept: important, but hard to quantify. Suralink's research shows it has a measurable, quantifiable impact on revenue, margin, and growth.

Calculator 1 - Revenue at Risk

Your modeled revenue exposure.

You're not claiming clients will churn. You're showing that, structurally, a measurable share of your revenue is exposed.

Inputs

Pre-filled values come from Suralink's accounting-industry research. Override any to model your specific firm.
%
%
$
Friction % × Churn % × Clients × Avg client value

Revenue at risk

—

Enter the number of clients and average client value to model your exposure.

Formula: 0.70 × 0.15 × clients × avg value

Calculator 2 - Delivery Inefficiency

The hidden margin tax.

68% of time spent in workflow tools. 65% of clients want less back-and-forth. 70% of requests are incomplete. That's operational drag — and drag is expensive.

Inputs

%
$/hr
Annual delivery hours × Waste % × Blended hourly rate

Wasted capacity / margin tax

—

Enter your annual delivery hours and blended hourly rate to model the margin tax.

Formula: hours × 0.20 × $rate

Calculator 3 - Growth Penalty

The compounding cost of standing still.

Top-performing firms grow 84% faster. This isn't a correlation to wave off — it's a missed growth delta that compounds against you every year.

Inputs

$
%
%
Revenue × (Benchmark % − Current growth %)

Annual growth gap

—

Enter your revenue and current growth rate to model the gap to top-performing peers.

Formula: revenue × (rate × 1.84 − rate)
Putting it all together

The Cost of Standing Still.

Three structural impacts of maintaining the current client experience. Presented as a single, integrated story — the way it actually lands with CFOs.

For a firm of your size, the data suggests three structural impacts:

Revenue at risk

—

from preventable churn

Lost capacity

—

from inefficient workflows

Suppressed growth

—

vs. top-performing peers

Combined CPX — annual

Revenue Leakage + Delivery Inefficiency + Growth Penalty

—

The Client Readiness Gap

A systemic misalignment between how firms deliver engagements and how clients want to experience them. This isn't a small inefficiency — it's a structural issue.

Clients no longer evaluate just what you deliver

For today's clients, on-time, on-budget delivery is the baseline. The full scorecard now includes ease of working with you, the burden on their team, and communication clarity.

You may be world-class technically. That's no longer the full scorecard. Clients expect firms to show up as operational partners who streamline the process and carry the bulk of the engagement weight.

The ‘good enough’ trap

This is where ‘good enough’ starts to break.

Your clients aren't comparing you to other firms. They're comparing you to the best experience they've had anywhere, and 82% would consider switching firms over a sub-par tech experience.

The Cost of Poor Client Experience

A boardroom-grade model in three components. Together they translate ‘soft’ CX issues into a hard financial number.

The Reframe

‘Good enough’ isn't low risk.

It's a hidden constraint.

If this were a $50K problem, ‘good enough’ would be fine. When it's a multi-million-pound constraint, it isn't. The decision moves from “should we improve client experience?” to “can we afford not to?”

Learn how to close the gap

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