Solutions
CX Audits
Measure customer experience and operational execution in a structured way. CX Audits evaluate how service, sales and customer care processes are executed at each touchpoint, with consistent criteria that make results comparable between locations and periods.
What differentiates a CX Audit from a traditional audit
A traditional audit verifies compliance: whether processes are followed, protocols are met, indicators are within expected parameters. It is a binary evaluation — compliant or not — that says little about the quality of the experience the customer receives.
A CX Audit goes further. It not only verifies whether the process is followed but how it is followed. It evaluates the perceived experience, commercial execution, consistency between locations and improvement opportunities that do not appear in compliance records. The goal is not to audit for control but to measure to improve.
This means evaluation criteria are not generic. They are defined together with the organization before the program begins, reflecting their specific processes, brand standards and the aspects most relevant to the type of business and the stage it is in.
What a CX Audit can include
Audits are designed according to the objectives and context of each organization. Depending on the defined scope, they can incorporate different evaluation modalities:
Evaluators who present as real customers and go through the complete service process without identifying themselves. Allows observing the operation under normal conditions.
Phone evaluations measuring the quality of service in voice channels: response times, advising quality, process compliance and overall experience.
Evaluation of service in digital channels: contact forms, chat, social media and email. Measures response times, service quality and consistency with in-person experience.
Analysis of how operational and commercial processes are executed at each location, identifying gaps between what is defined and what actually happens.
Photo or audio records linked to findings, supporting observations and facilitating decision-making.
Indicators allowing performance comparison between locations, shifts, periods and against defined standards.
Results the organization receives
A well-executed CX Audit does not end in a report. It generates information that can be used concretely to improve the operation:
Not all gaps have the same impact. Results are presented ordered by relevance, facilitating the definition of improvement priorities.
Comparable metrics between locations and periods enabling objective tracking of the operation's evolution.
Identification of which units perform best and which concentrate the main gaps, with consistent criteria for all.
When the program runs periodically, allows identifying whether the operation improves, stays the same or worsens over time and in which specific aspects.
How it integrates with other solutions
CX Audits work as the starting point of a broader process. The findings they generate can lead to:
Design or update of service standards when processes are found to be undefined or outdated.
Team training when gaps originate in lack of knowledge or incorrect operational habits.
Action plans to manage detected gaps with owners, dates and follow-up.
Continuous improvement programs that include periodic measurements to verify evolution.
How is the customer experience executed at your locations?
An initial diagnosis defines the most appropriate scope for your operation and the most relevant evaluation criteria for your industry.
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