WHY AVVERA …….
Improvement, not entrapment.
Avvera assessments are designed to improve businesses, not catch employees out.
We do not create unrealistic scenarios, deliberately provoke staff or approach an audit looking for something negative to report.
If the experience is excellent, the report should say so. If something does not work, we look at what happened, why it matters and what may improve it.
Sometimes the issue is training. Sometimes it is process, technology or unclear expectations. And sometimes an audit confirms that something management was concerned about is actually being done extremely well.
Good auditing should identify strengths just as clearly as weaknesses.
Your standards. Independently tested.
A good customer experience does not always mean your own standards are being delivered consistently.
Avvera can assess both.
Your audit measures the quality of the customer experience, while also checking the specific standards, processes and expectations you have set for your business.
That might include response times, promotions, follow up, service steps, membership offers, product recommendations or any other standard you want independently verified.
Where appropriate, your report can show these separately as:
Customer Experience
Score
How the overall customer journey
performed.
Company Standard Compliance
Whether the standards you nominated
were actually observed during the assessment.
This means you can see not only whether customers are having a good experience, but whether your business is delivering the experience you intended.
Reporting built for action
Confidential Management Report
Team Edition
Every completed Avvera audit includes a Confidential Management Report.It brings together the customer experience findings, evidence, strengths, areas of friction, commercial opportunities and practical recommendations in one clear report for management.
If you want to share the findings with your team, an optional Team Edition can also be prepared.
Included with every completed audit.Designed for owners and authorised management, with the complete findings, analysis and recommendations from the assessment.
An optional, separately prepared version designed for staff meetings, training and team development.
Sensitive management information and unnecessary staff identification are removed, while the underlying findings remain consistent.
Re-Audit & Ongoing Monitoring
One audit gives you a point in time view. Repeated assessments show you what changes.
Avvera can revisit the same customer journey, standards or areas of concern after training, operational changes or process improvements have been introduced.
This allows you to see whether improvements are actually reaching the customer and whether previously identified issues have changed.
Ongoing monitoring can also help identify new friction points, inconsistencies or missed opportunities before they become established problems.
Ready to see your business from the customer's side?
Tell us what you would like to understand and we will recommend an assessment that fits your business and customer journey.