Our Customer Experience Audit provides a thorough evaluation of your customer interactions across every touchpoint. Designed specifically for the hospitality sector, our assessments explore customer journeys —whether in a hotel, restaurant, or foodservice environment. From first impressions online to post-service reviews, we focus on optimising every moment for maximum impact and satisfaction.
Our Proven Approach to Customer Experience Assessments
Guest Journey Mapping
Customer Feedback Analysis
Touchpoint Consistency Evaluation
Personalisation Strategy Review
Competitive Benchmarking
We assess each stage of your customer’s journey—both online and in-person—to uncover areas of friction and suggest actionable improvements for a seamless experience.
We use data analytics to evaluate customer reviews and survey responses, offering insights into stakeholder sentiment to strengthen brand perception.
Evaluate customer interactions across all channels—from website to direct service—to ensure your brand delivers consistently excellent experiences.
Identify opportunities to provide a personalised experience based on customer preferences and behaviours, helping to create loyal advocates.
Compare your customer experience against key competitors to identify your unique opportunities for differentiation and enhancements.
What You Get from Our Customer Experience Assessment
Our Customer Experience Assessment provides a tailored evaluation of your hospitality business, designed to improve guest interactions and foster long-term loyalty. Here’s what you can expect:
- Detailed Customer Journey Mapping: We create an in-depth map of your customer experience, identifying friction points, from online booking through in-person services and post-visit communications.
- Actionable Customer Feedback Insights: Leveraging advanced market research tools, we provide insights into guest sentiment across feedback channels, such as review sites, surveys, and social media.
- Touchpoint Consistency Audit: We evaluate every customer-facing touchpoint—including digital, physical, and communication channels—to ensure a cohesive and satisfying experience.
- Data-Driven Personalisation Recommendations: Receive tailored recommendations for personalising customer interactions, helping to create memorable experiences that connect and encourage loyalty.
- Competitor Comparison: A benchmarking analysis against competitors provides context and direction for setting your brand apart and ensuring an advantage in customer experience.
- Bespoke Action Plan: A comprehensive, prioritised action plan outlining key initiatives for immediate and long-term improvements, ensuring that your business delivers an outstanding and consistent experience.
Our assessment will allow you to gain a sophisticated understanding of the entire customer experience, ensuring your brand is not just meeting but exceeding expectations at every stage.
Frequently Asked Questions
Who does our customer experience audit help?
- MD Owner/Operator: Gain insights into customer satisfaction and areas for service improvement.
- Holding Company: Understand brand consistency across properties to ensure alignment with corporate objectives.
- Franchisee: Receive guidance on how to elevate customer experience within the standards set by your franchisor.
- CMO: Leverage customer insights to optimise marketing campaigns, personalisation strategies, and brand loyalty initiatives.
- CFO: Identify where to allocate resources effectively for the greatest impact on customer satisfaction and profitability.
- Operations: Discover operational inconsistencies that may be negatively affecting the guest experience and how to resolve them.
- Front Line Teams: Understand how day-to-day interactions impact guest perceptions and identify ways to enhance service delivery.
- In-house Marketing Teams and Contractors: Tailor marketing strategies based on in-depth insights into guest sentiment and behaviour.
How long does the customer experience audit take?
The duration of the Customer Experience Audit will depend on the chosen service tier:
- Check-In: Typically 7-10 business days, focusing on a high-level review of key touchpoints in the guest journey.
- Extended: Generally 15-20 business days, with a deeper dive into all aspects of the customer journey and experience.
- All-Inclusive: This takes 25-30 business days, providing a comprehensive, data-driven analysis, competitor benchmarking, and bespoke recommendations.
Please note that exact timeframes and delivery details will be confirmed, as each audit is bespoke and tailored to your specific needs.
What will the customer experience audit cost?
The cost of our Customer Experience Assessment depends on the level of depth and detail required for your business:
- Check-In Tier: £4,995 – £6,500
A foundational overview focusing on key areas of guest experience. - Extended Tier: £6,501 – £8,000
A deeper evaluation, including additional touchpoints, customer journeys, and insights. - All-Inclusive Tier: £8,001 – £10,000
A comprehensive assessment covering all aspects of guest experience, from initial contact to post-stay feedback, including competitor benchmarking and detailed recommendations.
Please contact us for a bespoke quotation tailored to your specific needs.
Do you offer a free customer experience audit?
Regretfully, we do not offer free audits. We work with select clients with the thoroughness needed to provide real value. Our premium audits offer detailed analysis and advice backed by data and proven methodologies. We believe in real, tailored insights using high-quality sources, not generic, automated reports. Every audit is completed by senior marketers with decades of international hospitality experience.
We place a high value on our time and expertise. When we’re not working to deliver measurable results for our clients, we are continuously investing in our own knowledge—staying up to date with the latest industry trends, understanding shifts in buyer behaviour, and analysing changes in the macro environment. This ensures we are always at the forefront of the best digital marketing practices. Because of this, we focus our efforts on high-impact audits rather than free, generic assessments. This dedication ensures that when you partner with us, you receive the very best service, grounded in the most current and actionable insights.
What are the next steps?
Step 1: Complete the Contact Form
Step 2: A member of our team will reach out within 1 working day to arrange a discovery session. This can be conducted over a video call, questionnaire, or on-site* visit, depending on your communication preferences.
Step 3: Following the discovery session, we will send over a proposal and the next steps via a secure server to share information. As members of CIM, we are bound by a strict code of conduct. All materials and communication are treated with the utmost confidentiality. See our Code of Ethics for more information.
Step 4: We’ll perform an in-depth audit and deliver a comprehensive report with tailored, actionable insights specific to your brand.
Step 5: We’ll provide a Q&A session to answer any questions about the report. This can be conducted over a video call, questionnaire, or on-site* visit
* Please note that on-site visits may incur travel and accommodation costs.
What People Say
I’ve worked with Dawn on several projects in UK and Middle East and she is my “go to” guru for all things digital. Her experience and understanding of how to get the most out of your online presence has delivered valuable returns on our projects
Michele Young
wagamama international
Working with you was a great pleasure. It shows very high levels of professionalism in auditing, driving and implementing the best practices in digital marketing and social media management. You are definitely on top of my preferred and recommended companies.
Ossama Charrouf
Jannah Hotels & Resorts
Dawn has been a pleasure to work with. She's efficient, competent and uses well-considered processes. Her insights are based on a mix of trusted data and thoughtful creativity.
Carl Dennie
Jerrard Wayne Creatives
