Independent customer experience diagnosis

360º Audit

We show you exactly where you are losing customers — with evidence, not opinions.

Most companies do not lose customers over price. They lose them in details that are invisible to the people who work there every day: an email left unanswered for three days, a misrouted phone call, a booking confirmed without confirmation, a complaint that dies in an inbox. The 360º Audit exists to make those details visible, measurable and fixable.

Who it is for

Farms, wineries, cheese factories, breweries.
Hotels, restaurants and local accommodation that depend on online reviews.
Service businesses with customer-facing teams.
Retail and showrooms where conversion depends on the in-store experience.
Organisations that grew fast and lost consistency between teams.

Signs you need this audit

Online ratings have dropped and nobody can explain why.
You get plenty of enquiries, but few become customers.
Service quality depends on who happens to be on shift that day.
You do not know your average response time to an enquiry.
After the sale the customer disappears — and nothing structured brings them back.

How we work

How it works

Journey mapping

We map every real touchpoint between your company and the customer: search, website, social media, phone, email, front desk, delivery and after-sales. Nothing moves without this map.

Field collection

Anonymous visits, phone calls, email and form enquiries, booking and complaint tests. All documented with date, time, response times and written or photographic evidence.

Digital audit

Analysis of your online presence: information consistency, site speed and usability, review responses, reputation, and a direct comparison with three competitors chosen with you.

Internal listening

Short, confidential interviews with front-line staff. The people who serve customers almost always know where the problem is — they are rarely asked.

Report and scoring

Each dimension is scored 0 to 100 against the sector benchmark. No vague language: concrete findings with evidence attached.

Prioritised action plan

In-person presentation to management with fixes ranked by impact and effort. It starts with what pays off in two weeks.

What is included

What you receive

Audit report with scores per dimension and attached evidence.
Visual customer journey map with drop-off points marked.
Full record of tested interactions (times, transcripts, photographs).
Comparison against three direct competitors.
90-day action plan with an owner and a metric for each measure.
Presentation and working session with management.
Follow-up reassessment after 90 days to measure progress.

What usually changes

−60%

in average first response time

+0.4

in average online rating within six months

3×

more enquiries converted into customers

Show me where I am losing customers

Questions we get before we start

Is this just mystery shopping?

Mystery shopping is one of six stages. An anonymous visit tells you what happened that day, with that person. The 360º Audit tells you why it happened, how often it happens, what it costs you and what to do next.

Will my team know they are being assessed?

During field collection, no — it would destroy the value. During internal interviews, yes, and they are always confidential. The report never names individuals: we assess processes, not people.

How long does it take?

Four to six weeks, depending on the size of the operation and the number of touchpoints.

What if the report finds nothing significant?

It has never happened. But if it does, you hold an independent written certification of your service quality — a commercial argument with value of its own.

What we do

Tourism Consulting

We design and implement visitor experiences for wineries, estates and producers. From the route to the story, from the tasting to the shop, from the team to the price.

View service

Public Sector Consulting

Independent analysis of the municipal and regional tourism chain: visitor welcome, signage, seasonality, coordination between stakeholders and capacity to respond.