Customer Experience Audit
Find out why your customer experience isn’t working
You have a problem with your customer experience offering. But you don’t know what it is, how to find it, or how to fix it.
Our fast, in-depth customer experience audit is the only service on the market that assesses your CX offering from your customers’ point of view and uncovers:
- WHAT your CX is like for your customers
- WHERE your customer journey needs improving (and where it’s working well)
- HOW to improve it (and what to replicate from your existing successes)
Every recommendation we make ties back to your business case. You’ll know exactly how long it will take to reach a positive ROI on our recommendations – and you’ll be able to make the business case for each change with your internal stakeholders.
Improve your CX and reduce your contact costs
We’ve conducted customer experience audits with over 500 companies in every major sector – including well over 100 of the world’s most famous brands.
That’s why we can help you find out exactly what’s going wrong and offer practical, step-by-step recommendations on how to improve that will have an instant impact on your business.
Know exactly what you need to change
Our CX audit measures your engagement gap across 6 key customer experience categories. You’ll know exactly where you need to improve – and where you’re doing well so you can replicate it.
Improve your bottom line
By making the right, targeted changes, you improve your CX while also increasing your self-serve rates, reducing your cost of contact, and improving your ROI.
See how you stack up against your competitors
Because we have data from 500+ audits across all private and public sector industries, we can benchmark your performance against your peers and competitors.
How our CX audit works
You can’t influence your customers to do what you want if you don’t understand what’s motivating them.
That’s why our audit combines our unique Engage-to-Influence™ methodology with our experience of conducting audits at 500+ companies and public sector organisations – to really get to the heart of what your customers want to achieve when they contact you.
- Our CX audit rigorously analyses the components of your customer experience.
- We take on the role of the customer and live the experience from their perspective.
- The audit comprises up to 40 questions, each scoring between 0 and 5, split into 6 categories.
- We calculate your ‘engagement gap’ in each of the 6 categories, highlighting precisely where you’re performing well and where you need to improve.
- You get the results and recommendations within two weeks.
We’ve conducted CX audits for 500+ organisations
This includes every major industry sector, including:
- Financial services
- Retailing
- Ecommerce
- Consumer goods
- Insurance
- Healthcare
- Travel and tourism
- Transport and infrastructure
- Telecoms
- UK government departments
Whatever your sector, we have the experience – and the data – to help you uncover and solve your hidden CX challenges.
In the last 24 months alone, we’ve conducted successful audits for a top 3 UK supermarket chain, a leading home delivery retailer, one of the UK’s largest catalogue retailers, and one of the UK’s best known credit card brands.
See how much you could save
We’ve helped some of our clients reduce call volumes by as much as 20% (and tens of millions of pounds in costs) off the back of the recommendations of our CX audit.
Not all contact centres will be able to achieve such significant reductions, but why not see what a 5% or 10% reduction in call volumes could mean for your business by booking a CX Audit.
Latest Resources
Book your CX audit today
FAQ's
Typically, clients come to us when their customer experience is not working the way they would like it to. Maybe your self-serve rates are low, you’re not achieving your desired ROI on recent self-serve technology, or your call volumes and call handling times remain stubbornly low.
Often, our clients have tried to fix the problem and it just hasn’t worked. Our CX audit will diagnose the problem and show you how to fix it – with no guess work necessary.
Uniquely, at CTP we audit your customer experience from the customer perspective. That means we take the role of a customer and experience your CX first hand just as your customers do. We’ll assess your CX according to 6 key CX categories. The audit comprises up to 40 questions. We use the answers from these to calculate your ‘engagement gap’.
Based on our prior experience of auditing 500+ organisations in multiple industries, we be able to show you where you are performing well, and where (and how) to need to make specific improvements.
On average, yes. We need only half a day of 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, pragmatic, instant impact recommendations, which we’ll talk you through during a thorough review meeting.
Once our audit is complete, you get a detailed report plus a raft of practical recommendations for what to improve. These recommendations are always tied to your business case, so you’ll be able to calculate the cost, the time to payback, and the likely return on investment.
Most clients see significant cost of contact reductions, along with increased self-serve rates, improved C-sat scores, reduced call volume, reduced call handling times, and a higher ROI on their CX tech investments.
Due to the data we have from conducting over 500 audits with large and medium-sized organisations, we can estimate accurately how long it will take for our recommendations to pay back, giving you the evidence you need to prove it to your stakeholders.
Our clients are usually able to cut their call centre live contact volumes by between 10% and 20%, which earns a significant ROI on the audit within 6 months for most organisations.
To be truly successful in delivering excellent and effortless customer experiences, a business needs to engage customers so they can positively influence their behaviour at every point in the journey.
Engage-to-Influence™ is a methodology we’ve developed to engage customers and influence their behaviour. Businesses that can influence the customer journey positively build feelings of trust and confidence, reducing the average cost of service. Find out more.
