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BM-008 · Branch Management

Customer Experience Audit Toolkit

See the branch through the customer’s eyes and fix the moments that lose trust

IN PREPARATION

Customer Experience Audit Toolkit front cover

About this toolkit

A practical Branch Management toolkit that helps branch teams apply clear standards and turn evidence into owned action. See the branch through the customer’s eyes and fix the moments that lose trust.

What this toolkit helps you achieve

  • The Four‐Part Audit Cycle: Observe, Interact, Record, Improve
  • The Five Golden Rules of a customer experience audit, on one page
  • A plain‐English guide to the four dimensions of customer experience

What’s included

  • The Four‐Part Audit Cycle: Observe, Interact, Record, Improve
  • The Five Golden Rules of a customer experience audit, on one page
  • A plain‐English guide to the four dimensions of customer experience: Environment, Service, Efficiency, Resolution
  • A twelve‐question coaching bank for observing, interacting and turning findings into action
  • A matrix for prioritising findings by customer impact and how easy they are to fix

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Best for

Branch managers auditing the full customer journey across counter, phone and delivery

Expected practical outcome

Treat the audit as evidence‐gathering, not fault‐finding. A finding is only useful once it's specific enough that someone else could go and check it for themselves.