§ CHAPTER II
II.
Customer Diligence
Chapter II of the seven-chapter CDD spine.
§ DIRECT ANSWER
Chapter II of the CDD spine: Customer Diligence. The chapter answers the IC’s primary question for this leg of diligence and cites the primary UK sources it draws on. Source: ICAEW Corporate Finance Faculty; BVCA Industry Activity.
Chapter II runs customer interviews, win-loss analysis and cohort retention. UK mid-market full CDD usually carries 15-20 interviews; below 10 the chapter is hard to defend in IC.
§ 1.1Interview sourcing
Customer list comes from data room. ICO consent rules apply to recording. See ICO Guide to Data Protection.
§ 1.2Standard outputs
- Triangulated NPS (vs management claim)
- Win-loss synthesis (3-4 themes)
- Cohort retention waterfall
- Concentration heat-map
§ 1.3Worked examples
See /worked-examples/nps-triangulation/ and /worked-examples/win-loss/.
VERIFIED 21 JUN 2026NEXT REVIEW 21 SEP 2026SRC: ICAEW CF; BVCA Industry Activity 2025-26