Ecommerce CX Audit

After obtaining access to your ecommerce and analytics platforms, we start the audit and typically deliver within a 4-6 week period (inclusive of discovery sessions).

Our CX audits include an in-depth review of the end-end customer journey, focusing on key touch points including:

• Brand experience (brand journey, content and value proposition)

• Product discovery (navigation, search experience and key functionality like filtering)

• Product education

• Path to a frictionless checkout experience

• Customer relationship management and communications

• Post-purchase experience and technologies

• Improving team efficiency through (leveraging tech stack or processes to reduce the manual overhead)

• Mobile-specific usability and optimisations

We take a solution based approach with our audits, meaning that for each area we review, we provide tailored suggestions or recommendations alongside best-practice examples that are focused on achieving a best-in-class customer experience.

Audits are delivered in the form of an interactive presentation to core stakeholders to discuss our findings and provide documentation of all recommendations and priorities. There will also be a final handover meeting to ensure clients are prepared with all required information and are confident in key actions and next steps.

All audits are completely bespoke and unique to each client.