Improvement, not entrapment.
Our assessments are designed to improve businesses, not catch employees out.
We don't create unrealistic scenarios designed to make staff fail.
We don't deliberately provoke employees.
And we don't approach an audit looking for something negative to report.
If the experience is excellent, the report should say so.
If something doesn't work, we look at what happened, why it matters and what may improve it.
That could involve training.
It could be a process.
It could be technology.
It could be unclear expectations.
It could be a genuine service issue.
Or it could reveal that something management assumed wasn't happening is actually being done extremely well.
Good auditing should identify strengths just as clearly as weaknesses.
Your standards. Independently tested.
One of the most valuable parts of the assessment can be testing whether the standards you've established are actually reaching the customer.
For example, you may tell us:
Every arriving customer should be acknowledged within 60 seconds.
Every unconverted enquiry should receive follow-up.
Customers should be told about our membership program.
Staff should recommend a particular service where appropriate.
Every customer should receive a check-back after service begins.
Those standards become part of your audit.
Where sufficient client standards are provided, your report may distinguish between:
Customer Experience Score
How the overall experience performed using our Customer Experience methodology.
Company Standard Compliance
Whether the standards your business says should occur were actually observed during the assessment.
Because a procedure existing in a manual doesn't necessarily mean it's reaching the customer.
Reporting that works for management and teams
You decide how you intend to use your report.
Team-Shareable Reporting
Designed for staff meetings, training and operational improvement.
Individual employees remain unnamed and unnecessary identifying details are removed.
The focus stays on behaviours, systems, customer outcomes and opportunities for improvement.
Confidential Management Information
Where appropriate and requested, supplementary information may be provided separately to authorised management to help identify or understand a particular interaction.
This allows management to retain confidential information while still using the main report constructively with the broader team.
Re-Audit & Ongoing Monitoring
A single assessment provides a snapshot.
Repeated assessments can show whether things are changing.
A re-audit can revisit comparable areas of the customer journey after training, operational changes or new procedures have been introduced.
For businesses wanting ongoing visibility, periodic Customer Experience Audits can also track performance over time.
That means you can move from:
“We changed it.”
to:
“We know the customer experience improved.”
Begin Your Transformation
Submit the inquiry form to discuss your objectives and determine how a tailored consulting engagement can advance your strategic priorities.