CX audit
Improve your customer experience with a CX audit
Are you curious about how your customers experience the interaction with your company? A CX (Customer Experience) audit provides insight into the strengths and opportunities for improvement within your customer experience. By analyzing all contact moments and mapping the customer journey, you know exactly where you currently stand and how you can ensure more success. Discover how a CX audit can supercharge your customer experience!
What is a CX audit?
A CX audit (customer experience audit) is an extensive analysis of how customers experience customer contact with your organization. The goal is to understand what works well and where there are areas for improvement in the interaction between your company and your customers. During a CX audit, all touchpoints – the moments when customers come into contact with your brand, such as a visit to your website, a conversation with customer service or the use of your product – are mapped. By analyzing these moments, it can be assessed how effectively all these moments contribute to a positive customer experience!
A CX audit gives you insight into bottlenecks and opportunities within the customer journey. This not only helps you improve the customer experience, but also increases customer satisfaction and loyalty.
Why a CX audit?
A CX audit is relevant for any company that wants to improve the customer experience or optimize results, but does not know exactly where the areas for improvement or bottlenecks lie.
By analyzing the entire customer journey, these points are identified and you as an organization receive concrete tools to get started with them. Whether you are dealing with declining customer satisfaction, fewer sales in your webshop or negative reviews - a customer experience audit lets you know exactly where you stand and you can work specifically on changes and improvements to achieve your goals.
What does a CX Audit bring to your company?
A CX audit offers your organization a deep insight into the current customer experience and gives you the tools to improve it. After the audit you will receive an extensive report:
A detailed customer journey analysis: All touchpoints are mapped, with an overview of bottlenecks and opportunities for improvement.
Evidence-based insights: Results based on customer feedback, surveys and internal data that shed light on the customer experience from different angles.
Practical recommendations: Concrete action points that you can start using immediately to improve the customer experience.
Our approach
What exactly does a CX audit look like? At cloudmotion we do a customer experience audit as follows:
- Introduction: We start with a conversation to understand your organization and goals. What do you want to achieve with an improved customer experience and what are you currently struggling with?
- Touchpoint analysis: We map the entire customer journey and analyze interactions at all important touchpoints.
- Data collection: Through customer feedback, surveys and internal data, we collect valuable insights into how customers experience your organization.
- Analysis and recommendations: We identify bottlenecks and opportunities for improvement and process these into a clear report with practical recommendations.
- Follow-up: If desired, we support you in implementing improvements and monitor progress.
This approach ensures that you not only gain insight, but also have a concrete plan to improve the customer experience.
For which companies is a CX audit suitable?
A CX audit is ideal for companies that want to improve their customer experience, tackle challenges in the customer journey or achieve specific goals. It is applicable for organizations of all sizes and from different sectors, from small start-ups to large companies. Whether you want to deepen customer insights or optimize processes – a customer experience audit offers valuable insights and concrete tools to get started.
Practical applications of a CX audit
A CX audit offers valuable insights that can be practically applied in your organization in various ways. Some examples:
- Improve customer service: When customers are struggling to find answers and your support team is under pressure, a CX audit may reveal that your current FAQ is ineffective. By developing a well-designed help center with clear answers, you can reduce support requests and improve response times.
- Improve website performance: A CX audit may reveal that customers are struggling to find specific products due to poor search filters. By improving filters and making results more relevant, you can help customers find what they need faster, which can lead to higher customer satisfaction and conversion.
- More conversions in your webshop: Suppose customers often drop off at the checkout. A CX audit can identify bottlenecks such as hidden shipping costs or missing payment options. By removing these obstacles, you simplify the checkout process and can increase the number of completed purchases.
Frequently asked questions about a CX audit
How long does a CX audit take?
How long a CX audit takes depends on the size of your company or organization. We can advise you on this during a personal consultation.
How much does a CX audit cost?
The price of a CX audit depends on the size of your company and website. We are happy to discuss the possibilities together to come to a suitable proposal!
Can you also help with the implementation of the improvements?
Yes, it is possible to work on the improvement points yourself or we can do this for you. We can coordinate this together in consultation.
