“I know who my good agents are.”
When a department is assessed on volume indicators and impressions, the quality of the relationship stays invisible. Mystery Call, a framework of 16 observable criteria and the no-blame rule.
Read the case
Customer experience audit
Measure the real quality of your front-of-house and customer service.
An audit lets you observe your reception and support practices, spot the points of friction and define concrete improvements at every stage of the customer journey — at the branch, on the front desk, in the boutique, on the phone and across your written channels.
The questions we answer
- Which communication channels should you establish with your customers?
- How can processes be simplified to deliver a seamless experience?
- Which tools support outstanding customer service?
- Are practices consistent from one branch, boutique or site to the next?
- Is the welcome at the level an international clientele expects?
- Do your reception and sales teams deliver on your brand promise?
- How should complaint handling be formalised?
How it runs
The stages of the project
Seven stages, from initial observation to an improved customer journey. Scope and pace are agreed with you.
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Analyse the flow of communication
Map the channels in use, the volumes involved and the way requests travel through the organisation.
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Interview the support teams
Gather the perspective of the people who deal with customers every day.
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Define the areas for improvement
Identify the gaps between the intended experience and the actual one, then rank them.
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Generate and assess possible solutions
Build the available options together with the teams concerned and weigh up how workable each one is.
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Prototype a solution
Put together a first testable version: a procedure, a form of wording, a document or a touchpoint.
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Collect user feedback
Test the solution against day-to-day reality and adjust whatever needs adjusting.
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Develop and improve the customer journey
Roll out what works and build the follow-up into the normal running of the organisation.
What you receive
Possible deliverables
The exact set is agreed at the outset, according to the scope retained and the decisions the audit needs to inform.
- Customer experience diagnosis
- Touchpoint mapping
- Gap analysis
- Prioritised recommendations
- Complaint handling process
- Action plan
- Follow-up indicators
Work in practice
Eleven cases drawn from real engagements
Twenty-eight years of work in French-speaking Switzerland — watchmaking, private banking, telecoms, public institutions, hospitality. Each case replays the conversation that opened the engagement, the moment when the problem as stated turns out, as it so often does, not to be the real one.
“Our processes are documented.”
A flawless CTI, a repeat-contact rate that will not come down, and a real documentation that fits inside four people's heads. Processes rebuilt and a knowledge-transfer protocol.
Read the case“The delay isn't us, it's the workshop.”
We do not reduce workshop lead times. We work on what the customer lives through while waiting: an after-sales protocol built on five points of contact.
Read the caseAn outside view, recommendations you can use
The aim is not to produce one more report, but findings that can be verified and actions your teams can genuinely put into practice.
Discuss your project
First conversation
Let's start by understanding your situation.
Tell us about your objectives, your teams and the difficulties you are facing. From there we can work out which form of support makes the most sense.
Get in touch