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 and cancellations, every touchpoint shapes satisfaction, loyalty and reputation.
UXY maps and audits the full customer journey from the customer’s point of view. We identify the obvious friction points and the hidden breakdowns that cause confusion, frustration or lost trust.
You get a clear, practical view of how your customer experience really performs — and where improvements can make the biggest impact.
The result: smoother journeys, clearer communication, stronger retention and more opportunities to win and keep customers.
Audit journey
We can review any stage of the customer journey, including:
First enquiries by phone, website, form or email
Sign-up, purchase or onboarding
Service, pricing or terms queries
Product or service activation
Billing, balance, credit or refund queries
Complaints and technical support
Cancellations, returns or terminations
Renewals, upgrades or repeat purchases
Post-customer payment or instalment journeys
Any specific area of concern you want us to test
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 on specific concerns, while also looking wider to uncover hidden friction points that may not be immediately obvious.
