Is Your Customer Experience a System or an Accident?
A self-audit checklist built from the system that achieved a 94 NPS in an industry where 30 is the norm. Six dimensions. Honest questions. No fluff.
What You'll Audit
Feedback Loops
Do you measure satisfaction? How often? Do you close the loop publicly when customers tell you something?
Physical & Digital Environment
What does your space or website signal before anyone speaks? First impressions are a system, not an accident.
Hiring for Emotional Intelligence
Are you hiring for empathy or just skill? The best systems fail with the wrong people running them.
Inclusive Design
Is everyone genuinely welcome? How do you enforce it? Inclusivity is a policy, not a feeling.
Digital Experience
Online booking, pricing transparency, communication channels. How easy is it to do business with you?
Measurement & Accountability
KPIs, review cadence, who owns CX? If nobody owns it, nobody improves it.
This checklist comes from the system I built at Stew's Garage, not from theory.
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Want to Talk Through What You Find?
A checklist shows you the gaps. If you want help closing them, let's have a conversation.