How it works
Built around your business. Experienced as your customer.
No two businesses operate the same, and no two Customer Experience Audits should be carried out the same way either.
Before an assessment begins, we take the time to understand your business, your industry, your customer journey and the standards you expect your team to deliver.
We design our anonymous customer experience audits specifically around your business, your industry and your objectives.
The results are not simply generic mystery shopping checklists but rather, independent assessments of the experiences your customers actually receive.
01
We learn about your business
Before the assessment begins, we gather the information needed to understand how your ideal customer journey is expected to work.
This includes your priorities, service expectations, relevant company standards, areas of concern, recent changes and anything else that you specifically want independently assessed.
You can complete the confidential Client Audit Brief yourself, or we can work through it with you.
The purpose is simple. We need to understand what matters to your business before we experience it as a customer.
02
We design the assessment
Once we understand your business, we build the assessment around the customer journey that you want reviewed.
We combine Avvera’s core customer experience framework with your industry, your priorities and any company standards that you want tested.
The assessment may focus on one specific interaction or follow the complete customer journey across multiple touchpoints.
The scope is confirmed with you before the audit begins, so that you know exactly what is being assessed.
03
We become your customer
The assessment is carried out anonymously under genuine customer conditions.
Depending on the agreed scope, this may involve searching for your business online, making enquiries and bookings, visiting, purchasing, using services, completing payments and requesting follow-ups.
We follow the customer journey naturally and record exactly what happens at each relevant stage.
The aim is not to force situations, create difficult scenarios or catch people out. It is simply to fully understand the experience that your customers genuinely receive.
04
We assess the experience
Observations from our interactions are assessed using our structured Customer Experience Framework.
We consider both operational delivery and customer experience because they're not always the same thing. For example:
A transaction can technically succeed whilst still creating a poor experience.
A phone call can be answered without progressing an enquiry.
A customer can feel ignored despite a meal arriving quickly.
A product can be sold without the customer receiving useful advice.
A booking system can complete a reservation whilst requiring unnecessary customer effort.
Our methodology is designed to identify these differences and discrepancies.
05
We turn findings into a clear plan
Once completed, the assessment findings are compiled into a Confidential Management Report.
The report clearly demonstrates what is working, where customers experience friction, where relevant commercial opportunities are potentially being missed, and which issues matter most.
Results are clearly explained and recommendations are made around prioritising which areas need attention first, which factors can wait and what is working well.
Ready to see your business from the customer's side?
Tell us what you would like to explore and we will recommend an assessment that fits your business and customer journey.