Customer Experience Audits
Your customers are forming an opinion every time they interact with your business. Do you know what that is?
From a free five-minute check through to a full audit of every touchpoint – this is how you find out what’s actually happening, not what you assume is happening.
You can’t fix what you can’t see.
You know your business better than anyone, but you can’t see it the way a customer does. Maybe you’re too busy, maybe it’s a blind spot, or maybe you’ve told yourself “they won’t notice that”.
Either way, it’s not a knock on you, it’s exactly why an outside, expert eye finds things you never would.
Start wherever you need answers
Not every business needs the same depth of answer. A quick self-check if you just want a read on where you stand. A full audit if you want hard evidence before you act on anything. If you’re unsure, book a call and we’ll work out the best way to help.
CX Score
A 5 minute self check, with instant results
DIY CX Self-Assessment
Self-guided, allowing you to review your business in your own time. Followed by a BLS review of your answers
CX Snapshot
A faster review conducted by us, includes CX Testing (mystery shopping)
CX Interrogation
Full audit of every touchpoint, including onsite CX Testing and competitor and industry comparison
Implementation support
Customer Experience Training
Free CX Score
A free five minute, ten question check, covering both your customer experience and what would happen if you weren’t there to hold things together. You’ll get an instant result, and a clear read on where the risk actually sits.
DIY CX Self-Assessment
Work through the prompted workbook at your own pace from your first enquiry, through the decision to enquire/purchase, to what happens long after the client has left. Once you submit your workbook, we review your responses and tell you which areas are costing you customers, whether your own read on your business matches what’s visible from outside it, and whether a deeper review is worth the investment.
Who it’s for:
Business owners and managers who want a structured way to see the gaps in their customer experience, in a way they can do in their own time and their own pace.
What’s included:
• DIY CX Self-Assessment workbook and score sheet: 12 sections covering the full customer journey, from enquiry and pre-purchase through to post-sale and business continuity. Each section is scored out of 10, so you’ve got a baseline to measure against next time.
• A written review of your responses, checked against a website walkthrough.
• A website walkthrough covering accuracy, consistency, look, feel and usability
• A 30-minute review call to talk through the findings and what to focus on first.
How it works:
• Purchase the workbook and score sheet via the link below
• Complete the workbook – work through it at your own pace, around 60 to 90 minutes
• We review it – checked against a website walkthrough, with written findings back to you
• Book your call – a link goes out with your findings to book a 30-minute review call
Want deeper testing alongside your DIY CX Self-Assessment?
CX Testing (Mystery Shopping) and a full Ready Site website audit are both available as add-ons, we’ll flag what’s worth considering once we’ve seen your workbook.
CX Snapshot
The CX Snapshot is the guided version of the DIY CX Self-Assessment. The same ground covered by us instead of you. It goes further too: alongside an expert-led assessment of your observable customer touchpoints, it includes real CX Testing (mystery shopping), so what you get back is backed by evidence, not just observation.
Who it’s for:
Businesses that want an outside, expert perspective without commissioning the full CX Interrogation. Also the natural next step after the DIY CX Self-Assessment, when you’d rather have it done for you and backed by real testing.
What’s included:
• Initial scoping call
• CX Assessment – 12 areas covering the customer journey, including a business continuity check, each scored and usable as a baseline for future assessments
• Website Assessment – usability, branding, consistency and accuracy
• CX Testing (Phone and Website)
• Intended Experience Walkthrough – a condensed session to talk through what’s supposed to happen when a customer or prospect engages with your business.
• A written Findings Report
• A 60-minute review call to run through key findings and suggested action items
Add-ons available: in-person CX Testing, Ready Site in-depth website audit .
CX Interrogation
We work with you onsite to understand how the customer journey is meant to work, then test the reality against it, stage by stage, looking for the gaps that could be costing you customers. The goal isn’t a list of problems, it’s a roadmap for improving your customer experience: a benchmarked score you can track over time (your full BLS CX Score), and a practical plan for what to fix first.
Who it’s for:
Businesses wanting a complete diagnostic, where growth may have outpaced your systems, and you want a benchmarked, evidenced picture before you invest in fixing anything.
What’s included:
• Initial scoping call
• Full touchpoint audit – every stage of the customer journey, scored and benchmarked
• CX Testing (mystery shopping) – phone, in-person and online (note in person may include travel costs)
• Competitor comparison – 2–3 named competitors, plus wider industry insights
• Website audit and technical review – conducted by our partner Ready Site
• Findings Report – full written report with action plan
• 90-Day Implementation Roadmap
• Debrief Session – findings walked through together, not just handed over
Add-ons available: Onsite Team Day, CX Training, Implementation Support, Recurring CX Testing & Check-ups, Continuity & Succession Planning
Implementation Support – POA, from $130/hr
Priced hourly and scoped to what’s actually needed.
Customer Experience Training
CX Testing (Mystery Shopping)
| Service | Investment |
| CX Testing – Website | From $119 + GST |
| CX Testing – Online/Phone | From $159 + GST |
| CX Testing – In-Person | From $249 + GST |
FAQs
Frequently asked questions
The CX Snapshot and CX Interrogation are scoped on a call, so the detail behind those two outcomes, process and add-ons lives here rather than upfront. The DIY Self-Assessment is covered in full above, since it’s the one package you can buy without talking to us first.
Still have a question in mind? Contact us directly!
General:
Do I need to do the DIY CX Assessment before booking a CX Snapshot or CX Interrogation?
No, each option stands on its own. The DIY CX Self Assessment is a good low-cost starting point if you want to look yourself first, but you can go straight to a CX Snapshot or CX Interrogation if you already know you want it done for you.
What industries do you work with?
Any business, regardless of size or sector. Hospitality, retail and professional services are common, but the approach works anywhere customers interact with your business.
Is CX Testing the same as mystery shopping?
Yes. We use the term CX Testing because it’s testing against a defined standard, what you told us should happen, not just a generic mystery shop, but it covers the same ground: real interactions with your business, scored and reported.
Can I act on the findings myself?
Yes. Every report is written to be specific enough to act on without further support. Implementation Support is there if you want hands-on help putting it into practice, but it’s optional, not assumed.
CX Snapshot:
What will I know by the end of the CX Snapshot?
Clear, evidence-based knowledge of where your touchpoints are working and where they’re not, enough to act with confidence, on your own or with support.
How does the CX Snapshot work?
After a scoping call, we run the assessment and website review, conduct CX Testing, and walk the Intended Experience Walkthrough with you. We put your findings together and meet to present the report and action plan.
What add-ons can I add?
In-person CX Testing, and an in-depth website audit conducted by our partner Ready Site.
CX Interrogation:
What will I know by the end of the CX Interrogation?
A complete, evidenced picture of every touchpoint a customer has with your business, a benchmarked score you can track against next time (your full BLS CX Score), and a practical roadmap sequenced for impact.
How does the CX Interrogation work?
After a Discovery Call and scoping session, we run CX Testing and competitor observation, spend a day onsite walking the intended experience against reality, brief our partner Ready Site on your website’s technical review, then deliver your Findings Report in a Debrief Session.
What add-ons can I add?
An Onsite Team Day, CX Training, Implementation Support, Recurring CX Testing & Check-ups, and Continuity & Succession Planning.
What happens if the CX Interrogation finds serious problems?
That’s the point of it, finding them while they’re still fixable. Every Findings Report comes with a 90-Day Implementation Roadmap sequenced by impact, and Implementation Support is available if you want hands-on help acting on it.
Still have a question in mind?