Customer experience audits
Choose the level of insight that’s right for you.
From a single digital touchpoint to the complete customer journey, Avvera assessments can be tailored to what you actually need.
Choose an audit type from the menu below or, if your requirements don’t fit neatly into an existing category or package, then we will build an assessment tailored specifically to you.
A note on pricing
Every business and customer journey is different, so final costings depend on the scope and complexities of the assessments.
Where audits require genuine customer expenses, such as a meals, tickets, bookings or purchases, these extras will be confirmed with you before the assessments begin.
Five levels of insight
Built around the question you need answered.
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Harness the insight of seeing your business through the eyes of your potential customers before they ever contact you.
We evaluate the ease with which customers find and engage with you, the accuracy and consistency of your public information, as well as the clarity with which your website showcases your services and brand.
Considerations & FocusesSearch visibility • Website experience • Enquiry pathways • Public reviews • Social presence • Information accuracy
$149
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See your business through the eyes of the customers who experience it firsthand.
We assess the customer journey from initial contact through to the service experience, looking at how your team communicates, responds and delivers against customer expectations. The audit identifies what is working well, where friction may exist, and where practical improvements could strengthen the overall experience.
Considerations & Focuses
First impressions • Staff interaction • Communication • Service delivery • Customer journey • Consistency • Overall experience$249
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See the complete customer journey, from first impression through to the final interaction.
We assess how each stage of the experience connects, from digital discovery and enquiry through to service, payment, follow up and completion. This provides a clearer view of where the experience is consistent, where friction or gaps may occur, and how each touchpoint influences the next.
Considerations & Focuses
Search and digital discovery • Enquiry and booking • Arrival and first impressions • Service experience • Customer engagement • Purchase or payment • Completion • Follow up • Loyalty and retention$399
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Track how the customer experience changes over time, not just at a single point in time.
Repeat assessments allow you to measure whether improvements are being maintained, identify where standards may be slipping, and compare the customer experience against previous findings. This provides a clearer view of progress and helps highlight emerging issues before they become recurring problems.
Considerations & Focuses
Repeat customer experience assessments • Comparison against previous findings • Progress tracking • Company standard checks • Emerging friction points • Ongoing improvement priorities$199 per audit
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Some customer experiences need a more specific approach.
If there is a particular process, service, location, promotion or customer scenario you want independently assessed, we can design the audit around that objective. Tell us what you want to understand and we will recommend an assessment approach that focuses on the areas most relevant to your business.
Considerations & Focuses
Specific customer scenarios • Individual processes or services • Location based assessments • Promotions or campaigns • Company standards • Bespoke customer journeysCustom quote
Optional additions
Some businesses require additional visits, locations, purchases or customised assessment criteria. Where applicable, these are discussed and agreed with you before the audit begins.
A staff-friendly Team Edition Report can also be added for $95.
A clearer view of your business