Experience Audit
Detailed reviews of phone and online interactions to improve customer satisfaction.
Your customers judge your business by every interaction — not just the sale. From first enquiry to onboarding, billing, support, renewals, cancellations, and beyond, every touchpoint shapes customer satisfaction, loyalty, and reputation.
UXY helps you see your business exactly as your customers do by mapping and auditing the full customer journey from start to finish. We identify both the obvious friction points and the hidden breakdowns that can damage trust, create frustration, or cost you customers.
This gives you a clear, practical understanding of how your customer experience truly performs — and where improvements can deliver the greatest impact.
The benefit to your business: smoother customer journeys, clearer communication, stronger retention, improved reputation, and more opportunities to win and keep customers.
Audit journey
First enquiry by phone, website, form or email
Sign-up, purchase or onboarding process
Follow-up questions about services, pricing and terms
Activation or receipt of a product or service
First bill queries
Outstanding balance, credit or refund queries
Complaints handling
Technical support requests
Cancellation, termination or return of goods
Renewal, upgrade or repeat purchase journeys
Payment of outstanding debt by instalment after a customer has left
Any specific area of concern highlighted by the client
We test these interactions from your customer’s perspective, looking at how easy it is to get answers, understand next steps, complete tasks and resolve issues. Where needed, we focus in on specific areas of concern to you, but we also widen the review to identify hidden friction points that may not be immediately obvious.
