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Customer experience audit

Measure what your customers actually experience.

An audit lets you observe your practices, spot the points of friction and define concrete improvements at every stage of the customer journey.

Request an audit

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 channel and one team to the next?
  • 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.

  1. Analyse the flow of communication

    Map the channels in use, the volumes involved and the way requests travel through the organisation.

  2. Interview the support teams

    Gather the perspective of the people who deal with customers every day.

  3. Define the areas for improvement

    Identify the gaps between the intended experience and the actual one, then rank them.

  4. Generate and assess possible solutions

    Build the available options together with the teams concerned and weigh up how workable each one is.

  5. Prototype a solution

    Put together a first testable version: a procedure, a form of wording, a document or a touchpoint.

  6. Collect user feedback

    Test the solution against day-to-day reality and adjust whatever needs adjusting.

  7. 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

An 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