Customer Experience Audits

Do you know what your key customers specifically value? What they define as a differentiating, desired experience? What they think about your company? What affects their loyalty and willingness to recommend your products/services?

Discover the specific factors that affect your customers’ loyalty

Thanks to our customer experience surveys you can evaluate the extent your company’s brand promise, product offer, services, and experience that you create help you differentiate and build value for your customers. Unlike any other available research tools that usually measure customer satisfaction in predefined areas, our process enables you to measure customer satisfaction levels with respect to key expectations of the most profitable customers.

In this way you are not burdened with unnecessary and insignificant data. Customer experience audit focuses only on these factors that are actually important: key expectations of the most profitable clients; assessment of your customers’ loyalty level and, most importantly, discovering two or three factors that mostly affect their willingness to recommend.

The audit results bring specific value that may be used to design experience you need to deliver to customers in order to differentiate yourself in their eyes. This is the fastest, simplest and the most effective way to build the adequate strategy to strengthen your market position and improve profitability.

Another advantage of our audit is the discovery of the so-called Net Promotor Score, or percentage difference between the number of people who estimated their willingness to recommend any given company on the level of 9 or 10 (on a 10-point scale) and those who rate it on the level of 1-6 points. The indicator shows the likelihood of success of promoting your company through word of mouth marketing.

Learn how to find information about what supports and what blocks your company’s ability to manage customer experience.