11 Oct 2020
What is a consumer audit?
Members of our Consumer Panel, managed by our experienced research team will deliver an independent, robust audit of your services, channels of communication and/or premises. We tailor our audits to clients' specific needs and areas of concern.
What does it deliver?
- A snapshot of how disabled and older customers experience and view your business and brand.
- A benchmarking baseline for future monitoring.
- Mystery 'shopping' feedback, from consumers with different disabilities and across all customer service channels (such as online, phone or in-store).
- Competitor insight.
Audit level is tailored according to client need by varying:
- participant sample size (increases data robustness)
- channels of customer interaction investigated (increases scope of audit)
- reporting offer (increases potential audiences)
- inclusive insight consultancy and best practice advice (increases your knowledge)
Case study examples include:
- O2 - audit of customer services involving 72 mystery shopping investigations of 3 channels of communication (online, phone and in-store).
- South East Water - benchmarking baseline audit of customer services, including priority services. Mystery shopping investigations of online, phone and written/postal channels of communication. Ongoing monitoring through annual audit.
Example Audit Levels
Level 1 audit
- 12 mystery shopping investigations of one customer channel (such as in-store, phone or online)
- 12 telephone interviews to collect insight on your brand versus your competition
- PowerPoint report and presentation provided
Level 2 Audit
- 36 mystery shopping investigations across three customer channels (such as in-store, on the phone or online)
- 12 telephone interviews to collect insight on your brand versus your competition
- Inclusive insight consultancy and best practice advice
- PowerPoint summary report and presentation provided
Level 3 Audit
- 72 mystery shopping investigations across three customer channels (such as in-store, on the phone or online)
- 24 telephone interviews to collect insight on your brand versus your competition
- Inclusive insight consultancy and best practice advice
- PowerPoint executive summary report, full report and presentation
