Do you know what it's really like to be your customer?
You know how your business is designed to operate.
You know the standards you've established, the service you expect and the experience you want your customers to receive.
But what happens when you're not there?
Avvera provides independent, anonymous Customer Experience Audits that allow you to experience your business from the customer's perspective.
From discovery and enquiry through to purchase, service and follow-up, we assess the complete customer journey and provide a clear, confidential and practical report built specifically around your business.
Your business isn't generic. Your audit shouldn't be either.
We don't believe in sending every business the same mystery shopper with the same checklist.
Before an assessment begins, we learn about your business, your customers, your service model and your expectations.
Every audit is then built using the Avvera three layers:
1. Customer Experience Fundamentals
Our structured methodology assesses the core elements of a strong customer journey including accessibility, communication, customer effort, service delivery, engagement and follow-up.
2. Your Industry
Tell us what should happen in your business.
These standards are incorporated directly into your assessment.
We don't just assess good customer experience. We can assess whether your customer is actually receiving the experience you've designed.
3. Your Standards
The assessment is adapted to your operating environment.
A restaurant should not be assessed like a retailer. A tour operator should not be assessed like a beauty clinic.
The customer journey, expectations and commercial opportunities are different and the audit should reflect that.
