Observe
Follow the real customer journey and the work of the team, beyond the written procedure.
Auditing and customer experience
Observe the real process to see where trust, time and value are lost.
Commercial audit and customer experience: customer journey, operating processes, KPIs, service quality and a measurable improvement plan.
Let's talkWhen it helps
When procedure and reality diverge, customers receive inconsistent experiences, hand-offs create friction or KPIs reveal a problem without explaining its cause.
What I work on
Auditing and customer experience
- Customer journey and decisive moments
- Declared procedures and real behaviour
- Timing, hand-offs and ownership
- Quality of customer communication
- KPIs and improvement plan
How I work
Analysis, choice and execution.
Compare
Connect expectations, standards, data, timing and the customer's perception.
Find the causes
Separate individual episodes from structural issues and prioritise the changes that create most value.
Verify change
Support people, measure adoption and check that improvement remains stable.
Who it is for
Automotive aftersales, retail, services, insurance and organisations where customer experience depends on several people or departments.
Let's talk
Do customers experience the service you designed?
An effective audit makes the gap between intention, process and real experience visible.