Consumer audits

A visually impaired man with his guide dog sitting at a bus stop
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