An independent, structured view of your customer experience, recorded from the consumer's perspective across the whole shopping journey.
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Mystery shoppers
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Cities in India
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Countries
Customer Experience plays a very crucial role in the customer journey, from acquisition and purchase to ongoing engagement. Our responsibility is to fulfill customer needs according to their expectations. Customer Experience audits also apply service designs to assess the customer experience, such as benchmarking the competition and understanding the behavior of customer segments.
Customer Experience is the most important aspect of a firm's operations in the coming years. Increasingly, customers and competitors are focused on the overall experience that individuals have as they interact with your brand.
Consumer Experience Audits are done from the consumer's perspective to know the overall customer experience throughout the shopping. The overall interaction between the organization and the consumer is recorded by the consumer. But to deliver the customer experience that has come to be expected, firms must engage in actively managing that experience.
The customer journey describes the collective series of interactions, both online and offline, that a particular segment or target audience engages in at many different stages of the customer lifecycle. An audit provides an independent, structured view of your customer experience.
It's also important to review, audit and manage the experience between customers and the outer market environment for the brand, as an experience not only for a product but also for service, because that experience delivers the position in the minds of consumers. To establish the brand in a leading position requires a holistic understanding of the minds of consumers. It means conducting an end-to-end audit of the key elements that make up a good customer experience.
It tells everyone where the company is heading and helps the brand make its name in the market. Through auditing, employees get feedback so that they can understand and value their efforts. If your business hasn't reached this point, an audit of customer experience practices will put the wheels in motion to get there.
Click through to see what each one covers.
The collective series of interactions, online and offline, that your customers have with the brand at different stages of the customer lifecycle, from acquisition and purchase to ongoing engagement.
Shoppers visit as genuine customers, so you see the experience customers actually get.
Photos carry GPS address, date and time for every visit.
AI checks and our quality team review each report before release.
Dashboards compare stores, cities and cycles, with actions tracked to closure.
We agree the touchpoints and standards that matter to your customers.
Local shoppers matching your customer profile are assigned.
Shoppers go through the journey and record each interaction with evidence.
Quality-checked findings go to your dashboard with clear actions.
Powered by FloorWalk software
Every audit runs on our in-house platform, with up to 95% of the process automated.
How brands used FloorWalk audits to change what happens on the ground.
Have another question? Talk to our team.
An independent, structured review of the interactions customers have with your brand, done from the consumer's perspective across the shopping journey.
Tell us what you want to measure and we'll design the right programme for your brand.
