Customer Experience Audits
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?
Independent, anonymous audits of the experience you actually deliver.
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.
Choose what you want to understand
Not every business needs the same kind of assessment.
Avvera can look at one part of your customer experience or follow the complete journey.
Digital Experience
See what customers experience before they ever speak to you — including search, website, social presence, information accuracy,online reputation & enquiry pathways
Complete Customer Journey
Follow the experience from first discovery and enquiry through to purchase, service, completion and follow-up.
Something specific you want assessed? Tell us what you'd like to understand and we'll design the assessment around it.
Customer Experience
An independent, anonymous assessment of a real customer interaction, designed around your business, your industry and the experience you expect to deliver.
Ongoing Experience Monitoring
Repeat assessments over time to see whether training, operational changes and improvements are actually reaching the customer.
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 three Avvera layers.
Layer 02
Your Industry
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.
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.
Layer 03
Your Standards
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.
Layer 01
How it works
Four steps from brief to clear plan.
01
Tell us about your business
Start with a short confidential brief so we understand your customer journey, priorities and what matters most to you.
02
We design the assessment
Your audit is built around your business, your industry and the standards you expect your team to deliver.
03
We experience it as a customer
The assessment is conducted anonymously under genuine customer conditions, so we can see what actually happens.
04
We experience it as a customer
You receive a clear, confidential report showing what's working, where customers experience friction and what to improve next.
More than a score.
Every Avvera audit gives you a clear picture of what your customers are actually experiencing — and what to do with that information.
What's working
The strengths worth protecting.
Commercial opportunities
Practical opportunities around conversion, retention, loyalty and relevant additional spend.
Confidential Management Report included with every completed audit.
Where customers experience friction
The gaps, inconsistencies and missed expectations affecting the journey.
What to improve next
Clear, prioritised recommendations so you know what matters most.
Improvement, not entrapment.
Avvera assessments are designed to understand what genuine customers experience, not to manufacture situations that make employees fail.
We assess strengths as carefully as weaknesses and focus on practical findings your business can actually use.