CX Audit and Assessment
An independent review of your customer-facing operations, combining observation, staff interviews, and a written report with actionable recommendations.
At a glance
- Format: On-site assessment
- Duration: 2–3 days spread over two weeks
- Location: Your premises
- Pricing: From NT$45,000 (scope-dependent)
- Best for: Established businesses preparing for expansion or addressing recurring complaints
What we examine
We look at the full arc of customer contact: physical environment, phone and messaging responses, wait times, handoffs between staff, complaint handling, and follow-up communication. The audit is observational and interview-based — we do not require access to internal systems beyond what staff willingly share.
Deliverables
- A written findings report (typically 12–18 pages) organized by journey stage
- A summary presentation for leadership, delivered in person or by video
- A ranked recommendation list with estimated effort levels
- Optional comparison notes if you provide anonymized complaint logs
Timeline
Day one: observation during peak and off-peak hours. Days two and three (non-consecutive): staff interviews and document review. Report delivered within ten business days of the final site visit.
Ideal timing
Before opening a second location, after a management change, or when online reviews mention the same issues repeatedly.