Uncover where guest bookings drop off and where your marketing is causing friction
Not sure it’s suitable? Check whether your business is a fit.
Personally reviewed by Dawn Gribble, MCIM MIH, drawing on 25 years of strategic experience.
Guest drop-offs do not show up in review scores. They happen when communication delays or booking barriers undermine guest confidence before a reservation is ever made.
Unnecessary checkout steps or mobile navigation glitches force potential guests away to third-party OTAs or direct competitors.
Delays in answering pre-arrival questions, private dining requests, or group booking forms result in lost high-margin revenue.
Recurring guest friction points mentioned in public reviews go unnoticed internally, damaging repeat visits and long-term loyalty.
A structured, objective evaluation of your entire guest journey across physical and digital touchpoints—designed to identify operational friction and protect direct revenue.
Secure your audit instantly online (£749). Work begins as soon as payment is confirmed.
Submit your website URL, primary channels, and operational focus areas via a brief 5-step questionnaire.
I evaluate your end-to-end guest journey, mystery test inquiry paths, and review recurring feedback patterns.
Within 7 working days, receive your recorded walkthrough and PDF roadmap, followed by 7 days of email Q&A for your team.
The Customer Experience Audit is designed for established hospitality operators—boutique hotels, restaurants, gastro pubs, bars, and leisure venues—seeking an objective, expert evaluation of where guest revenue drops off.
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The audit covers an end-to-end evaluation of your customer journey across online and offline touchpoints. You receive:
A structured Customer Experience Audit Report detailing friction points and missed revenue opportunities.
An Executive Summary with prioritised, actionable recommendations.
A written Action Plan mapping out immediate quick wins and medium-term operational improvements.
Delivery is completed within 7 working days of receiving your completed intake form. The process is entirely asynchronous and handled personally:
Written Onboarding: You submit your key touchpoints and primary business goals via a brief questionnaire. I personally review your submission and request any specific context needed to conduct a thorough analysis.
Forensic Expert Analysis: I evaluate your end-to-end guest journey, applying 25 years of strategic experience as a Member of the Chartered Institute of Marketing (MCIM) and Institute of Hospitality (MIH) to identify precise friction points, communication delays, and missed revenue opportunities.
Strategic Delivery: You receive your self-contained Audit Report, prioritised 5-point Action Plan, and a bespoke pre-recorded video walkthrough detailing exact steps to recover lost guest spend.
After payment, you complete a structured 5-step intake questionnaire designed to gather essential context about your operations. You will be asked to provide:
Basic business details, including your venue name, website URL, and primary contact information.
Overview of your core target guest demographic and main commercial priorities.
Key customer touchpoints you want evaluated, such as website booking flows, automated email communications, or guest enquiry channels.
Any specific operational headaches or known friction points you want investigated.
The audit is designed for hospitality operators and marketing teams who need an objective view of how their customer journey performs across touchpoints, channels, and real-world interactions. It supports those who want to understand how experience is affecting retention, spend, and repeat visits.
This audit is designed specifically for hospitality operators, including restaurants, bars, boutique hotels, cafes, and leisure venues.
This service is not for businesses without an established customer journey or operational touchpoints. It is a bespoke analysis for established operators, not a generic or automated report.
Think of the audit as your recipe for growth: I pinpoint the operational leaks, communication gaps, and friction points that cost you repeat business, then give you a step-by-step Action Plan ranked by commercial impact. While I provide the precise ingredients and instructions needed to unlock immediate ROI, actual revenue growth depends on your team following the recipe and executing the recommendations.
The report and pre-recorded walkthrough are fully self-contained for in-house execution. You also receive a 7-day email follow-up window to submit questions and receive written clarification on any point.
As a disabled consultant, I operate a no-call service model to manage my health. Delivering a recorded audit eliminates scheduling delays, protects my operational capacity, and provides you with a permanent, detailed, and re-watchable video asset for your team.
Work begins once your payment is confirmed and your intake form is submitted. I typically complete the forensic review and delivery within 7 working days.
No. I provide the expert Strategic Roadmap and forensic analysis. For step-by-step campaign execution and blueprints to remove friction from your guest journey, you may join the Hospitality Marketing Hub. For high-level strategic analysis of the why, the how, and the specific actions required for commercial growth, you may subscribe to Hospitality Marketing Insight.
No. This is a manual, in-depth analysis based on 25+ years of experience. Every audit is bespoke and requires dedicated strategic time.
Book Your Customer Experience Audit Today And Turn Journey Friction Into Repeat Bookings.
