WHY AVVERA ?…
Avvera assessments are designed to improve businesses, not to catch employees out.
We do not create unrealistic scenarios, deliberately provoke staff or approach our audits simply looking for negativity to report.
An excellent experience should be reflected in the report. Additionally, so should short-comings, along with their implications and recommended improvements.
Sometimes the issue is training. Sometimes it is process, technology or unclear expectations. And sometimes an audit even confirms that something that management was concerned about is actually being done extremely well.
Good auditing practices should identify strengths just as clearly and readily as weaknesses.
Improvement, not entrapment.
Your standards. Independently tested.
Good customer experiences do not always mean that your own standards are consistently being delivered; is your business delivering the experience that you expect and intend?
Avvera can assess both.
Your audit measures the quality of the customer experience, while also checking the specific standards, processes and expectations that you have set for your business.
These might include response times, promotions, follow ups, service steps, membership offers, product recommendations or any other standards that you might want independently verified.
Where appropriate, your report can show these separately as:
Customer Experience Score
The overall customer journey
experience.
Company Standard Compliance
Whether the nominated standards
were met.
Every completed Avvera audit includes a Confidential Management Report. This brings together the customer experience findings, evidence, strengths, areas of friction, commercial opportunities and practical recommendations into one clear report for managements’ consideration.
Reporting built for action
This is included with every completed audit. It is designed for owners and authorised management and contains the complete findings, analyses and recommendations from the assessment.
Confidential Management Report
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.
Team Edition
Re-Audit & Ongoing Monitoring
One audit gives you a point-in-time view. Repeated assessments identify changes over time.
Avvera can revisit the same customer journeys, standards and areas of concern to verify that training, operational or process changes have resulted in improvements.
Ongoing monitoring can also help to identify new friction points, inconsistencies and missed opportunities before they become established problems.
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.