Consumer audits

A visually impaired man with his guide dog sitting at a bus stop
9 Sep 2019

Why do I need a consumer audit?

It delivers:

  • A snapshot of how disabled and older customers experience and view your business and brand.
  • Mystery shopping, across different disability groups and customer service channels
  • A benchmarking baseline for future monitoring
  • Competitor insight
  • Accessibility audit and testing of customer complaints and feedback systems

What is involved?

Members of RIDC's Consumer Research Panel, managed by our experienced research team will deliver an independent, robust audit of your services and premises.

We tailor our audits to clients' specific needs and areas of concern. As the level increases so does:

  • 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)

We are happy to discuss adding tailored elements to any audit level, for example a brand survey across our 1000-person panel, or a co-creation and discovery customer workshop.

Level 1 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

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
  • Online review of your complaint procedures - how easy people find to access and use
  • 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
  • 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