I see what your clients feel. And I'll show you
A client experience audit: where the brand promises premium and the client gets 'same as everywhere'.
Customer experience is everything a person feels when touching your brand: from the first glance at your website to how they were spoken to a month after the purchase. In the premium segment it is the experience, not the product, that decides whether a client returns. A CX audit shows that journey through the client's eyes — honestly and in detail.
I assess service quality where it actually lives: in stores, in message threads, in calls, in packaging — in the 'small things' that add up to how the brand feels.
What the audit covers
- First touch: website, social, advertising — what the brand promises.
- Enquiry handling: speed, tone, personalisation.
- Visit or online purchase: atmosphere, the meeting scenario, service quality.
- Manager communication: does the client hear care or a script.
- Deal processing: contract, payment, waiting — where the client gets 'lost'.
- Delivery and packaging: does the physical experience match the brand promise.
- After-sales: what happens after the money arrives.
- Complaint handling: how the brand behaves when something goes wrong.
- Re-engagement: is the client brought back, and how.
- Service standards: do they exist, do they live, are they followed.
- Internal service: how employees feel — clients always sense it.
- Metrics: how the company measures CX, if at all.
The premium specifics
In the mass segment, clients forgive rough edges for the price. In premium they forgive nothing: every gap between promise and experience costs reputation and average ticket. So I assess service against premium-segment standards — the ones I worked with at LVMH: attention to detail, VIP client handling, a genuine service culture rather than a 'smile policy'.
Process and deliverables
- Immersion: goals, segments, brand promise, current metrics.
- Field check: visits and mystery purchases, thread and call reviews, the online and offline journey.
- Experience map: where the brand promise holds and where it breaks.
- Report: scores across 12 points, examples from your own reality, top-10 recommendations ranked by impact.
- Debrief call: priorities, quick wins, and a plan for systemic change.
Case: a CJM audit for a federal premium beauty chain surfaced the key drop-off points — and became the foundation for the loyalty program redesign launched in 2025.
Questions & answers
How is a CX audit different from mystery shopping?
Mystery shopping is one tool within the audit — it checks a touchpoint. A CX audit looks at the whole system: the full journey, standards, processes, metrics and CX management. The outcome is not a salesperson's score but a change plan for the business.
We're online-only. Does the audit apply?
Yes. The online journey has the same elements: first touch, enquiry replies, checkout, delivery, after-sales communication. I review threads, calls, email flows and delivery packaging — everything the client touches.
Do you help implement the findings?
After the audit you have a prioritised plan: your team can implement part of it directly; for systemic changes — service standards, loyalty program, team development — we can continue together in an advisory format.
How long does the audit take?
Two to four weeks depending on the number of channels and locations. A single-channel online business is faster; a chain with stores in several cities takes longer due to field checks.
How is CX improvement measured?
In money and client behaviour: repeat purchases, average ticket, LTV, referral share, NPS and conversion at key points. The report records baseline values so that in 3–6 months you can compare honestly.
Shall we discuss your challenge?
Leave a request — I'll reply within one business day and tell you honestly whether I can help.