For most businesses improving customer loyalty is probably the single most cost effective and profitable way of growing the business.  Just imagine if you could hold on to customers for longer, increase their average order value, and their order frequency, wouldn’t that have a massive compound growth effect on your business?

It is amazing that typically two thirds of customers go elsewhere because they feel unwanted or neglected. Price is often given as a reason, but we dig deeper to identify genuine product or service issues within a business. We also look to develop best practice wherever possible.

Audit Scope & Outputs

Products or Services;

• Customer expectations – sales & after sales support
• Current levels of satisfaction
• Requirements for enhancements and/or new products and services

Customer Service Review;

• People (all staff interacting with customers)
• Systems & Processes (from order through to delivery and complaint handling)
• Literature
• Best practices
• How easy is it to do business with you?

Action plan focussed on;

• Improving customer retention and loyalty (customer lifetime)
• Increasing the frequency of sales to each customer
• Increasing the average order value

Audit Research Methods

Will depend on the size and complexity of the business and its customer base, but could typically include;

Customer questionnaires and/or interviews with;

• Existing customers
• Past customers
• Prospects

Mystery shopping

Customer focus groups

Discussions with customer facing staff and observations

Review of customer facing processes and literature

We also offer a full Money Back Guarantee if the Audit does not match your expectations.