Customer Experience Audit

Objective
To evaluate every aspect that impacts your customer experience in a structured and objective way, with the goal of identifying gaps, aligning processes, improving key performance indicators, and ensuring consistency between what your brand promises and what it actually delivers.
 

Includes

• Comprehensive review of your current customer experience:
  • Main touchpoints (physical, digital, and human)
  • Key elements of communication and service delivery
  • Internal processes that affect the experience (response times, problem resolution, escalation paths)
  • Service culture within the team
  • Brand promise vs. customer reality
  • Evaluation of existing CX indicators (NPS, CSAT, response times, etc.)
  • Customer feedback analysis (reviews, surveys, CRM data)
  • Optional interviews with key team members
  • Basic benchmarking against industry best practices

• Executive report with results and recommendations, including:
  • Identified experience gaps
  • Opportunities for both quick wins and structural improvements
  • Prioritized action plan based on potential impact
  • Suggested KPIs for ongoing monitoring
   

Benefits

1. Uncovers friction points affecting customer satisfaction

2. Highlights inconsistencies between brand promise and delivery

3. Optimizes key service and support processes

4. Provides clear, actionable feedback

5. Strengthens service culture and team alignment
    

Investment
Starting at $1,200 USD* per assessment
(pricing may vary based on business type, location, and scope of service).
*Ask about our special rates for microenterprises
 

Service Duration
2–5 business days + delivery of the final report within the following 3 business days.