Request a Customer Experience Audit

Pin-point improvements to the customer journey with an in-depth customer experience audit designed to boost engagement, drive positive behaviour and reduce the cost of contact. 

Request a Customer Experience Audit

Pin-point improvements to the customer journey with an in-depth customer experience audit designed to boost engagement, drive positive behaviour and reduce the cost of contact. 

Our customer experience audit uses a rigorous method of analysing the end-to-end customer journey across all contact channels. It highlights what’s working well and what can be improved upon and, crucially, how to make instant impact improvements that improve both customer experience and profitability.

We take on the role of the customer, living their experiences from their perspective. It’s this method that ensures the audit is conducted with the highest degree of independence and accuracy. 

How does it work?

We run an in-depth audit to find out what’s working well and what needs improving. Many businesses have already benefitted from a customer experience audit and impact plan from Customer Touch Point. Designed for any customer contact channel – IVR & telephony, email, chat, social media, SMS and web chat – we can look at one or all areas.  

Here's what we review

The audit covers six fundamental areas of customer journey design strategy, with our team completing a detailed question-set, while experiencing your journeys as your customers do.  These questions help us to create an ‘engagement gap’ score for each area. It’s this approach that helps you to fix problem areas while replicating success in areas that are already working well.  

Language

This assesses how clear and natural your language is and if your customers understand what you think they understand.

Structure

Looking at the structure in your customer journey we will assess how easy it is for customers to reach the right place first time, whether via phone, web or other chosen contact channel.

CX Engagement Gap
CX audit Customer Touch Point

Quality

By analysing things like audio quality we can understand how stressful the contact experience is for the customer and how likely that is to impact on the options they choose.

Brand

We will analyse brand association across your contact channels and assess how that influences, either positively or negatively, the emotional relationship between brand and customer.

Tone of Voice

This covers a full evaluation of all aspects of audio or written tone of voice in an IVR (such as gender, accent, pace and pitch), as well as the tone of voice used in other channels such as chat and email. 

Experience

Finally, we’ll consider the overall experience across the entire customer journey, and how the customer feels emotionally about the experience they have received from your brand.

CTP customer experience audit

Why take part?

There are many benefits of taking part in an audit, including helping you to: 

  1. Pinpoint the good and the not-so-good in your customer journey 
     
  2. Give you the evidence you need to build a business case for change and investment 
     
  3. Improve the customer experience and reduce cost of contact 
     
  4. Put our Engage to Influence™ methodology at the heart of every single customer touch point 

Book Your Audit

We just need a half day or your time plus some anonymous survey responses, supporting materials and system access. We’ll do the rest, completing your audit in just two weeks.  

The output of the audit is a detailed report with clear and pragmatic – instant impact – recommendations, which we’ll talk you through during a thorough review meeting. Get in touch to find out more.

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