Customer Experience Audit Protocol

Customer Experience Audit Protocol

Audit question

Where does the experience delivered to a defined customer differ materially from the expectation the company created?

The audit follows one complete customer job across discovery, inquiry, evaluation, purchase, onboarding, delivery, support, failure, recovery, and return or referral. It compares expected behavior with authorized evidence. It does not grade visual consistency in isolation.

Evidence model

Procedure

Define one segment, one job, one offer, one channel, and one period. Preserve the exact promise the customer encountered. Walk the journey as the customer would, including keyboard-only use, mobile use, readable error states, and help access where digital channels are involved.

At each touchpoint, record the expectation, actual behavior, evidence, gap, consequence, owner, and repair. Give priority to gaps that block task completion, affect safety or money, exclude people, contradict a material promise, or repeat at volume.

Observe failure and recovery deliberately. A business can appear consistent when only successful paths are sampled. The real test is whether the customer knows what happened, who owns the problem, what remedy is available, and when closure occurs.

Output

The output is a dated register of material gaps and owned repairs. Each repair needs an expected customer effect, an evidence measure, a review date, and a stop or rollback condition. The audit should change one operating behavior, not produce a decorative journey map.