The better a business can align its operations to match what customers want and expect, then the more effective and efficient the business becomes. Our focus is in helping you to put the customer experience at the heart of your business.

Quality Management


Every organisation would like to improve the way it operates, whether that means increasing market share, driving down costs, managing risk more effectively or improving customer satisfaction. A quality management system provides the framework needed to monitor and improve performance in any chosen area.


ISO 9001 is by far the world’s most established quality framework, currently being used by over ¾ million organisations in 161 countries, and sets the standard not only for quality management systems, but management systems in general. It helps all kinds of organisations to succeed through improved customer satisfaction, staff motivation and continual improvement.

"We asked Catlow Consulting to manage the preparation for certification and bring the service partners together as “one team” to enable our goal. Working with Philip Catlow, who has a good knowledge of our operational issues, meant that we were able to achieve certification within a six month timeframe without undue work being placed on our already busy team. Not only did we achieve certification smoothly, but we have also built a cohesive team of service partners who now work to our “One Team Approach”. The result is a better quality and consistency of service. Our client feedback confirms this.” ...Paul Southern, Managing Director, Central Hall Westminster

Quality Assurance


SERVICEBRAND360 is a healthcheck assessment and learning & discovery model enabling alignment of business strategy. The Assessment is a business excellence framework designed specifically for customer facing organisations.


Throughout the Assessment framework, the focus is on delivering an excellent Customer Experience. The process helps organisations to view their operation from the customer’s perspective and to see where improvements can be made to benefit the organisation and stakeholders.


This is done by looking at how the organisation performs in the Assessment's framework of 5 Elements (Brand Identity, Employee Engagement , Customer Experience, Infrastructure (Systems and Processes) and Finance and 3 Levels (Strategy, Management and Delivery). Contained within each Element are a number of Key Indicators with guidance notes to facilitate the self-assessment.

Philip Catlow has significant experience in all areas of the Hospitality industry, he has a passion for excellence and creating an extraordinary customer experience."...Alan Brand, Director of Hotel and Conference Services, Henley Business School

Environmental Management


ISO 14001 is an internationally accepted standard that sets out how you can go about putting in place an effective Environmental Management System (EMS). The standard is designed to address the delicate balance between maintaining profitability and reducing environmental impact; with the commitment of your entire organization, it can enable you to achieve both objectives.


Environmental impact is becoming an increasingly important issue across the globe, with pressure to minimize that impact coming from a number of sources. In particular, pressure is now being exerted by many large organisations, in both the private sector and the public sector, who expect their suppliers to adopt environmentally-friendly practices and may require ISO 14001 certification as a condition of doing business with them.

"With a background in the hospitality and facilities management industries, Catlow Consulting is able to translate complex protocols into understandable management processes that get enthusiastic staff buy-in. Our journey to success with ISO14001 was swift and enjoyable."....Mark Swales, Director of Estates and Facilities, Sheffield Halam University.

Customer Experience Management


Only by listening to the voice of our customers can we really understand how we are performing. At Catlow Consulting we have developed a method of measuring a customer's expectations against how satisfied they are to determine how well you really are performing. It also signposts where you need to place your priorities in delivering the service so that you really wow the customer time after time.


Give your business the insight needed to outrun and outperform the competition.


Reveal opportunities for improvement and innovation to ensure every interaction with the customer is a positive as it can be.

"Catlow Consulting have been providing us with thoughtful, professional and useful information about our customers since 2001. They are empathetic and responsive at all times and the service they provide is exemplary. We will continue to use the insight gained from the research to shape our events strategy."...Perry Simmonds, One Great George Street