Get it right the first time

You value your Customers too much to get it wrong. With a Customer experience audit, you’ll learn what the true problems are, enabling you to create an amazing experience that keeps your Customers coming back over and over again.

Understanding the Problem

You might be losing Customers, or you may be getting bad reviews, but do you actually have clear insights as to why?

One of the most significant challenges businesses can face is not fully understanding, or not being aware at all, of the pain points their Customers may experience throughout their Customer journey.

And that’s OK.

The Customer experience will likely seem different from an actual Customer’s perspective than your own, so sometimes it can be hard to diagnose the problems by yourself.


of Customers will completely abandon an organisation after 2-3 negative interactions.


of Customers back out of a purchase due to a poor Customer experience.

Customer Experience Audit

Our tailored Customer Experience Audit service will provide you with the focus and intention you need to improve your Customer’s experience.

Our service will help you identify your business’ strengths and weaknesses and deliver unbiased feedback with powerful insights that are easy to read and simple to act on, so you can take the steps needed to provide your Customers with an amazing experience that keeps them coming back over and over again.

Work with the focus and intention your business needs.

We give you the tools to achieve your goals faster and with focus, and with the ability to always put the Customer first.

Save Time

Instead of spending time trying to find out what your problems are specifically, receive unbiased insights that will help you focus with intention.

Save Money

Instead of hiring extra staff or concentrating on the wrong thing, know that you are getting it right the first time and are setting your business up for success.

Save effort

Instead of trying to take on too much all at once, understand where focus is required and tackle problems one at the time.

How we achieve the best results for our clients.

We will advise and update you throughout the Customer experience audit process and ensure you’re well informed along the way.

Step 1: Get in Touch

Get in touch with us and we’ll go over your goals, budget and expectations to see if we’re a good fit.

Step 2: Data & Insights

Once we have agreed on the best approach, we will do the work to obtain all the insights required to diagnose the actual problem. We will then provide you with a detailed report, providing you with the clear focus and intention you need to design the ideal Customer Experience that will keep your Customers coming back for more time and time again.

Step 3: Follow Up

But we won’t stop there! We give you the time to delve deep into the insights and action on the opportunities, before we follow up with you to ensure you continue to be aligned to your goals and remain on track to become the business that your Customers will love.

Our Promise

If you decide to work with us, put in the effort required to make this work, and feel you haven’t received the value you were expecting after just one month, we will return every dollar paid to us. No hard feelings!

Best case, you start growing your business again. Worst case, you tell us we’re not for you, we give you your money back and you would have received one month worth of free insights. Both options are risk free.

Are you ready to become your Customer’s Favourite?

Join the Customer-centric Revolution and contact us to explore your options.

Frequently Asked Questions

Customer Experience (CX) encompasses every interaction your Customer has with your business, from the first point of contact to the final purchase and beyond. It’s the sum of these experiences that shapes a Customer’s perception of your brand. Prioritising CX is essential because it directly impacts Customer retention and advocacy. In today’s Customer-driven market, focusing on CX isn’t a luxury, it’s a strategic imperative for sustainable success.

The Service Design Sprint methodology is an innovation and problem-solving process that focuses on collaboration, rapid prototyping, and iterative design. Originally developed by Google Ventures, it has since been adopted by businesses worldwide to create Customer-centric solutions.

The methodology typically involves five phases:

Understand: Teams gather insights and empathise with Customers to gain a deep understanding of their needs, pain points, and aspirations.

Define: Clear problem statements are formulated based on the insights gathered in the previous phase.

Ideate: Teams brainstorm and generate creative ideas to address the defined problem.

Prototype: Quick, low-fidelity prototypes are developed to test potential solutions.

Test: Prototypes are tested with real Customers, and feedback is used to refine and improve the solution.

More information can be found here

With our Customer Experience Design service, we find solutions for identified problems to improve the Customer Experience. Through our Customer Experience Audit Service, we can help identify the actual problems, providing you with clear focus and intention when it comes to designing and delivering great experiences for your Customers.

We understand that direct investments into the future success of your business can be complicated calculations! So, we make the decision to plan for the growth of your business an easy one by being as flexible as possible with your payments. We offer 3 month payment plans on your Customer Experience Design Project, and a 2 month plan for your Customer Experience Audit Audit. Investing for future success is fundamentally important for any business, and we’re working towards your goals.

Download your free eBook guide from Change & Ways on the 4 steps to retaining your ideal customers as written by a customer retention design specialist.
Free eBook

Our 4 Steps to Retaining your Ideal Customers

Our guide to understanding the steps you need to take to get your ideal Customers to buy from you again and again and sky-rocket your business potential.