Service
Customer experience (CX) audit in Dubai and the UAE
An independent CX audit of your customer journey, channels and standards, with a scored gap analysis and prioritised fixes.
The problem we solve
Customer experience problems are spread across teams and channels, so nobody owns the full picture. Leaders know something is wrong from complaints and ratings, but not exactly where or why.
What is evaluated
- Enquiry and first response
- In-store, branch or on-site experience
- Phone, email and WhatsApp handling
- Website and digital journey
- Complaint handling and service recovery
- Follow-up and after-sales
How the programme works
We map your customer journey, test each touchpoint as real customers through visits, calls, messages and digital journeys, review your standards and feedback data, then deliver a scored gap analysis and a prioritised action plan.
Deliverables
- • Customer journey map
- • Touchpoint scores and evidence
- • Gap analysis against standards
- • Prioritised fix list
- • Management presentation
Related services
Mystery Shopping
Discreet, professionally managed evaluations across every customer touchpoint.
Corporate B2B Mystery Shopping
Specialised programmes for complex, high-value B2B and enterprise sales environments.
Customer Experience Consulting
Turn evaluation evidence into a practical, organisation-wide CX improvement plan.
Customer Journey Mapping
Visualise and diagnose the complete end-to-end customer experience.
What is a customer experience audit?
A customer experience audit (CX audit) is an independent review of how your business performs at every point where customers interact with it. It combines real customer tests, a review of your standards and feedback data, and a structured scoring of each touchpoint. The result is a clear picture of what customers actually experience, where the gaps are and which fixes will make the biggest difference.
What a CX audit covers
- First contact: website, social media, phone, email and WhatsApp enquiries, including response time and quality
- The visit: welcome, waiting, needs discovery, product advice and the environment
- The transaction: pricing clarity, documents, payment and handover
- After the sale: follow-up, delivery, service and complaint handling
- Consistency: differences between branches, teams, days and channels
How we run a CX audit
- Discovery: we review your journey, standards, complaints and survey results
- Fieldwork: evaluators test each touchpoint as real customers through visits, calls, messages and digital journeys
- Scoring: each touchpoint is scored against your standards and UAE good practice, with notes and evidence
- Action plan: findings are ranked by customer impact and effort, so teams know what to fix first
CX audit or mystery shopping?
Mystery shopping measures specific visits or calls repeatedly over time. A CX audit is a broader, one-off review of the whole journey that tells you where to focus. Many organisations start with a CX audit, then use mystery shopping to track the improvements.
Frequently asked questions
How long does a customer experience audit take?
Most CX audits take three to six weeks from discovery to the final presentation, depending on the number of locations and channels.
Will our staff know about the audit?
Real customer tests are discreet. Discovery interviews and data reviews are carried out openly with the managers you nominate.
Do you audit digital channels as well as branches?
Yes. Websites, apps, live chat, social media and WhatsApp are included alongside branches and call centres.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.