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Any type of SME, from start-ups and small  businesses to established brands. It doesn’t matter what your field of expertise is, or how simple / complex your business model is. There’s always an AdminToolkit to help make your job easier.

No. Although there are some tools which should be available to every business, your AdminToolkit will contain a set of tools that YOU need. I am totally flexible, and will provide what you need to make your life easier. However, a typical toolkit is made up of 3 types of tools: ‘real’ tools, ‘virtual’ tools and training.

It varies from job to job. It will depend on the size of your business, and the complexity of your issues and the tools we design to resolve them.

Again, this will depend on the size and complexity of the job or project, how long it takes, and how bespoke it is. We’ll discuss terms including timescales and cost when we scope it out.

This will depend on (a) how well your business aligns with the 6 core principles, and (b) how skilled your team is in using your current tools. We’ll determine the split when we scope your project.

Yes. All AdminToolkits tools are designed to be 100% user-friendly. They’re mostly developed in Microsoft Office applications (Word, Excel, Powerpoint, Outlook etc) so your team can be trained to use them with confidence.

Whilst I’ve tried to not be a jargon-junky, sometimes it’s impossible to avoid. Take a look at the Jargon Buster if acronyms or terms don’t make sense. And please tell me if they still don’t!


Audit, Review, Recommend – An abbreviation for a service-based Toolkit component used especially in Small Businesses and Established Brands.

‘Business As Usual’: Your normal everyday work processes and tasks. In other words, not something which is exceptional like a one-off piece of work or project.

Abbreviation for ‘communications’

Customer Relationship Management – understanding your customers.
How you get them. How you keep them. What they buy. What they like about you. What they don’t.

Customer Satisfaction – measuring how happy your customers are with your good sand services. An essential KPI (key performance indicator) which can, and should, be measured regularly to compare satisfaction over time.

Customer Service. Speaks for itself. An essential ingredient of all successful businesses.

The sum of experiences that customers go through when interacting with your company and brand. The customer journey documents the full experience of being a customer, not just one element of it.

New Product Development: Does what it says on the tin. In line with Customer, Knowledge and Brand learnings.

Net Promoter Score – a tried and tested formulaic way of measuring your customers’ satisfaction with your business … a single score illustrating how likely they are to recommend you.

A pictorial representation of Who’s Who in your organisation. Not just applicable to big complex businesses. A useful tool to have from the inception of your business. Helps to define reporting lines and recruitment requirements.

Return On Investment: The measurable amount of extra benefit to a business resulting from the investment in a particular activity, usually marketing. Can be measured in any metric. For example, brand awareness, £s, number of leads, conversion rate etc.

Service Level Agreement. A document agreeing service level terms between you and your suppliers.

Standard Operating Procedures (or Processes): The processes you use to conduct your business. They may be cross-functional and inter-departmental. Simple (desk-level) or complex (enterprise level). But they all start at A and finish at Z. Useful for maintaining consistent standards, staff training and improving productivity.

Usage & Attitude – A type of (customer) survey, to gain insight and describe how users (and non-users) of a product (a) use it, and (b) feel about it, i.e. their attitude towards. Helps to inform new product development and marketing strategy.

The (emotional) experience someone has with your business – it’s services and products. It includes their online, telephone, face-to-face and email experience.

Abbreviation for ‘User Experience’. See above.