Do you know what it's really like to be your customer?
Customer Experience Audits
You know how your business is designed to operate. You know the standards you've established, the service you expect and the experience you want your customers to receive. But what happens when you're not there?
Independent, anonymous audits of the experiences your business actually delivers.
Based in the Whitsundays and available to businesses across Australia.
Avvera provides independent, anonymous Customer Experience Audits that allow you to experience your business from the customer's perspective.
From discovery and enquiry through to purchase, service and follow-up, we assess the complete customer journey and provide a clear, confidential and practical report built specifically around your business.
Not every business needs the same kind of assessment.
Avvera can focus on one part of your customer-experience or follow the complete journey.
Digital Experience
Learn what your customers experience before they ever speak to you. This includes search, website, social presence, information accuracy, online reputation & enquiry pathways.
Complete Customer Journey
Follow the experience from first discovery and enquiry through to purchase, service, completion and follow-up.
Customer Experience
Receive independent, anonymous assessments of real customer interactions. These are designed around your business, your industry and the experience you expect to deliver.
Ongoing Monitoring
Repeat assessments over time to determine whether training, operational changes and improvements are actually reaching the customer.
Need something more specific? Tell us what you'd like to understand and we will design an assessment to suit.
Your business isn't generic. Your audit shouldn't be either.
We don't believe in sending every business the same mystery shopper with the same checklist.
Before an assessment begins, we learn about your business, your customers, your service model and your expectations. Every audit is then built using the three Avvera layers.
Customer Experience Fundamentals
Our structured methodology assesses the core elements of a strong customer journey including accessibility, communication, customer effort, service delivery, engagement and follow-up.
Your Industry
The assessment is tailored to your operating environment. A restaurant should not be assessed like a retailer, and a tour operator should not be assessed like a beauty clinic.
The customer journey, expectations and commercial opportunities differ greatly across industries and our audits reflect this.
Your Standards
Tell us your expectations of your business and we will ensure that these standards are directly assessed in our tailored audits and reports.
We don't simply assess generic customer experiences. Instead, we assess whether your customer is actually receiving the specific experience that you have designed.
How it works
Four steps from a Brief to a Clear Plan.
01
Tell us about your business
Start with a short, confidential brief that describes your ideal customer journey, priorities and what matters most to you.
02
We design the assessment
Your audit is built around your business, your industry and the specific standards that you expect your team to deliver.
03
We experience it as a customer
The assessment is conducted anonymously and under authentic customer conditions. This gives us genuine insight into what actually happens.
04
Findings create a clear plan
You receive a clear, concise and confidential report that shows what's working, what isn’t, where customers might experience friction, and what areas to improve on.
More than a score.
Every Avvera audit gives you a clear picture of the experiences that your customers are actually encountering and, importantly, what to do with that information.
What's working
The strengths, values and habits worth protecting.
Commercial opportunities
Practical opportunities around conversion, retention and loyalty.
Where customers experience friction
The gaps, inconsistencies and missed expectations affecting the journey.
What to improve next
Clear, prioritised recommendations that let you know what matters most.
A Confidential Management Report is included with every completed audit.
Avvera assessments are designed to understand what genuine customers experience, and not to manufacture situations that make employees fail.
We notice and assess strengths just as carefully as weaknesses and focus on practical findings that your business can realistically use.