Add-On · The journey, end to end

Customer Experience Audit

An audit of the lived customer journey against the promised brand experience — mapping every touchpoint from first awareness to advocacy and scoring the friction between them.

Start an audit All auditable areas

What it measures

Journey stages, touchpoints and hand-offs
Friction, drop-off and effort at each stage
Service behaviours versus brand values

What you receive

Customer experience journey map (CXJM)
Friction scoring per touchpoint
Experience fixes ranked by impact

Other auditable areas

Module 01

EmoLogical Compass

Heart or head — how your category decides

Module 02

Competitive Positioning

Where you stand, and what you can own

Core

Brand Audit

The strategic foundation

BHI

Brand Health Audit (BHI)

Brand Health Index

Add-On

MDS Audit

Multi-sensory Design System

Add-On

Digital Ecosystem Audit

Owned, earned and paid surfaces