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Consumer audit

Research Institute for Disabled Consumers: consumer audit

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An independent audit, providing a snapshot of how disabled customers experience and view your business and brand.

Why do I need an audit?

It delivers:

  • Mystery shopping, across different disability groups and customer service channels
  • Brand and competitor insight
  • Validation of service usability
  • Benchmarking baseline for future monitoring
  • Best practice in inclusive consumer research
  • Accessibility audit and testing of customer complaints and feedback systems

What is involved?

The audit will be managed by our specialist research team. It will deliver independent, robust research involving direct input from disabled and older consumers and utilising our experience of best practice in inclusive consumer research.

We aim to tailor our audits to clients' needs with 'Bronze', 'Silver' and 'Gold' audits. As the level increases so does:

  • participant sample size (increasing data robustness)
  • channels of customer interaction investigated (increasing scope of audit)
  • reporting offer (increasing value)
  • best practice insight advice (increasing knowledge)

We are happy to discuss adding tailored elements to any audit level, for example a brand survey across our 800-person panel, or a co-creation and discovery customer workshop.

Bronze audit

  • 12 mystery shopping investigations of one customer channel (such as in-store, on the phone or online)
  • 12 telephone interviews to collect insight on your brand versus your competition
  • Online review of complaint procedures access and usability
  • PowerPoint report and presentation provided

Silver 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
  • Online review of your complaint procedures - how easy people find to access and use 
  • PowerPoint summary report and presentation provided

Gold 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
  • Testing complaints procedures plus online review of access and usability
  • Inclusive insight consultancy and best practice advice
  • PowerPoint executive summary report, full report and presentation
Contact Caroline Jacobs, the Research Institute for Disabled Consumers' Head of Development, to discuss commissioning consumer audits.