СUSTOMER EXPERIENCE

AUDIT

Independent assessment of the company's work processes through the eyes of its customers

Customer experience audit is a service that helps the company quickly identify the weak points in its customer service, digitize their loyalty indicator and get recommendations on what actions should be taken to change the situation for the better.

The audit consists of 2 parts:

Analysis of your business through the eyes of the client

We conduct in-depth interviews with buyers to discover their actual experience, hear their expectations and existing issues and gain insights about their unresolved needs and motives.

Test interactions with the company as a "client." Allows you to evaluate all aspects of the service provided by the company in action.

Surveying the points of interaction. Allows you to evaluate your service under different circumstances and with different types of customers.

Analysis of internal processes

Analysis of internal business processes of your customer service in order to diagnose its weaknesses.

Surveying the points of interaction. Evaluating the process from the employee side, identifying the problems that arise on the part of staff in the process of providing services.

What the business receives as a result of the audit

The client receives a detailed report based on the results of the audit that includes insights and conclusions from observations and interviews with clients and employees, our recommendations on how to improve your customer service and internal service delivery process.

Request quote