Launch baseline: foundational state at first publication

This is the first update published on the transparency site. It establishes, in technical terms, the foundational state of each cluster on the dashboard at the moment of first publication. Every future update, whether a monthly snapshot, a methodology change, or a correction, refers back to this baseline.

The dashboard is organised around six clusters. Two are live at first publication; four are in preparation. For each, the sections below name the data source, the snapshot scope, the refresh cadence, the current values where applicable, and the limitations a reader should keep in mind.

Service and delivery

Status: Live · Report: Outstanding orders · Source: Sanity legacyOrder documents

The Outstanding orders report covers pre-paid consumer orders placed through ekwb.com between 15 October 2023 and 10 April 2025 that had not shipped at the time administration was filed. The scope is deliberately narrow: business-to-business orders, distributor orders, and warranty RMAs from the same period are handled under separate agreements and are not reflected in this report.

At the launch snapshot of 26 May 2026, the report tracks 543 orders, of which 31 are resolved (all by wire refund) and 512 remain outstanding. No orders are currently in the accepted discount code or unresponsive status. Each order carries one of four statuses: awaiting refund, refunded, accepted discount code, or unresponsive. The status vocabulary is fixed; new statuses, if any are added, will be announced as a methodology note before they appear in the data.

Orders are worked through in broadly chronological order of original placement, oldest first, with case-by-case exceptions for orders that require a specific discussion. The closing frontier visualisation on the report shows the order-date boundary up to which the queue has been cleared.

The report is rebuilt monthly from Sanity. Records reflect the most recent monthly batch and may not show changes processed in the current month. Customers who placed an order in the legacy window can look up the current status of their order by order number on the report page, without entering name or email.

The total monetary obligation is shown per currency on the report page rather than as a single aggregated figure; aggregation across EUR, USD, and AUD would require a single FX policy that we have not yet committed to publishing.

Customer service

Status: Live · Report: Customer service · Source: EK customer service platform

The Customer service report covers the customer service channel - how quickly we respond to inquiries, how long tickets take to close, and what people are writing in about. Metrics are sourced from EK's customer service platform and refresh weekly.

The launch snapshot covers the rolling reporting window ending 25 May 2026. 355 tickets were handled in the period. Metrics shown on the report: median time from ticket creation to first agent reply, median time from ticket creation to closed status, weekly ticket volume, and the distribution of tickets across the top categories.

A boundary applies that we have been explicit about on the report itself and restate here: when a customer service ticket confirms a physical product defect or a valid warranty claim, the case exits the CS channel and enters the warranty / RMA workflow, which is tracked separately. The metrics on the Customer service report measure the CS channel only, not warranty processing. We report on warranty processing under the Product quality cluster, which is not yet live (see below).

Product quality

Status: Preparing

The Product quality cluster will, in time, publish three metrics: warranty claim rate (claims per thousand units sold, broken down by product category), RMA resolution time (median days from RMA approval to resolution), and return-and-defect rate (returns as a percentage of units shipped, with defect-related returns separated from preference returns).

Two preconditions need to be met before any of these figures publish:

Data window. A single month of warranty claims data cannot distinguish a real quality signal from a warranty-processing backlog carried over from the EKWB period. Twelve consecutive months of clean post-transition records are the minimum before any rate figure becomes interpretable as a trend.

System readiness. The returns and warranty management system is being migrated to a schema that supports consistent product-category tagging. Until that migration is complete, claim-rate calculations would require manual reclassification that introduces error and cannot be verified end-to-end.

We will not publish a "warranty claims resolved" counter before the underlying data is structured enough to make the denominator (units sold) verifiable. A numerator without a denominator is not a rate. It’s a number that can be made to look like almost anything.

No timeline is committed for first publication of Product quality metrics. An update will publish when the data window and system readiness criteria are both met.

Manufacturing and output

Status: Preparing

The Manufacturing and output cluster will report on production volumes and material sourcing. The reporting process of what specifically is counted, on what cadence, and from which production system is not yet finalised. An update will publish when the cluster's first report is ready, with the methodology note alongside it.

Financial health and legacy obligations

Status: Preparing

The Financial health and legacy obligations cluster will track legacy supplier-obligation servicing as a standalone report.

Publication is subject to legal review, since some of the underlying agreements include terms with multiple counterparties. At the time of their drafting, out partners weren’t told that we might publicly disclose data, so we’re going to move slow enough to not violate their trust and interests.

Once the methodology can be defended end-to-end and it passes legal review, we’ll be as open as we reasonably can be.

The PR accompanying the new-management announcement notes that old salary obligations and government tax debts have been serviced, and that bank debts and the majority of supplier debts have been restructured under long-term repayment plans. Those statements are claims we make in narrative form; this cluster, once live, will be the operational evidence that supports them.

Team and continuity

Status: Preparing

Headcount trend and continuity data is planned alongside the first annual review. No earlier publication is planned, but that doesn’t mean we won’t disclose some information before EOY.

Update cadence going forward

The dashboard rebuilds monthly. A Monthly update publishes alongside each rebuild, summarising what moved and by how much. Methodology notes (like this one) publish when the rules underlying a metric change, when a cluster moves from preparing to live, or when a previously-unstated boundary needs to be made explicit. Corrections publish when we find or are told about an error in a previously-published figure. Governance changes publish when the structure of who publishes the data, or what is in scope, changes.

We do not revise figures invisibly. If a previously-published figure changes, the original is preserved, moved, or transparently explained in a correction update.

Authorship

We do not generally plan to sign these updates, they may be compiled by multiple people, none of whom are single-handledly responsible for the data collection, analysis, or the business event they describe.

This first update is more than a technical document and includes planned policy. To that extent, the disclosure project, the current policy and objectives, and the operational implementation are managed by Fedja Hvastija, Marketing Director.

Corrections

We publish this much sooner and in a much more unfinished state than a marketing project would allow. We’re confident that the “Day 1” shape of the platform is better than nothing, and it pushes us to develop and expand on it aggressively. Our plans for update cadence and data expansion reflect our current judgment and estimates, but there is no dedicated team hired to maintain this. In the simplest terms possible, a planned update might slip by a week on the calendar if it overlaps with a product launch.

If you spot an error on any page on this site email digital@lmtek.com. Corrections are logged on the relevant page and, where the error was published, in an update of type Correction.