Experience Your Service as a Real Customer Would
Trained evaluators assess every touchpoint in your user journey.
The Problem
You have designed a customer experience. You have trained your team. But what actually happens when someone walks in, calls, or clicks through?
You design experiences in meeting rooms. You write scripts, train staff, build journeys. But you don't know what actually happens when a real customer walks in or calls. The gap between intended experience and delivered experience is where revenue leaks.
The Solution
Trained evaluators go through your complete user journey as real customers — onboarding, support, purchase, returns. Multi-channel assessment across digital and physical touchpoints. Structured reporting with scenario-based protocols so findings are comparable and actionable.
A detailed gap analysis between your intended experience and your delivered experience. With specific, actionable recommendations for every touchpoint.
What You'll Achieve
- Evidence-backed strategic recommendations
- Clear understanding of customer needs and market dynamics
- De-risked decision-making for leadership
- Actionable insights with prioritized next steps
What You Get
Scenario-Based Evaluation
Predefined scenarios ensure structured, comparable assessments across locations and channels.
Multi-Channel Assessment
We evaluate digital, phone, in-store, and support touchpoints — wherever your customers interact.
Structured Reporting
Standardized scorecards with actionable recommendations for every evaluated touchpoint.
How It Works
Design
Define evaluation scenarios, channels, and scoring criteria with your team.
Evaluate
Trained evaluators complete real customer journeys across all defined touchpoints.
Score
Rate each touchpoint against your defined standards and industry benchmarks.
Report
Detailed gap analysis with prioritized recommendations per channel and location.
Tailored to Your Needs
Every project is different. Let's discuss your specific requirements and create a custom proposal.
Book a Discovery CallExplore Related Services
Competitor Benchmarking
Systematic comparison of products, services, and experiences against competitors
Learn MoreTrend Analysis & Future Studies
Identify emerging trends and future market opportunities through systematic research
Learn MoreCustomer & User Insights
Strategic research to understand how customers perceive you, what they need, and where you are missing the mark.
Learn MoreReady to Get Started with Mystery Shopping & Service Checks?
Let's discuss how we can help you achieve your goals
Configure & PriceLet's Talk
Choose how you'd like to connect with us
Oder kontaktieren Sie uns direkt unter marc.busch@busch-labs.at oder +43 699 197 101 86
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