The challenge
Why customer experience is hard to measure
Customers judge every visit, call and follow-up. Measuring that across a network is hard for three reasons.
“Every touchpoint is checked differently”
Showroom, service and phone experience are reviewed with different forms, so results don’t add up to one picture.
“Feedback arrives too late”
Survey and visit reports take weeks, so problems are fixed long after customers noticed them.
“Standards drift between sites”
Without regular scored checks, each site delivers the experience its own way.
How it works
How customer experience audits work in AutoSmart
Score every touchpoint against your standard, fix the gaps and compare the experience across every site.
Step 1
Score every touchpoint
Your customer journey becomes a scored checklist: greeting, needs analysis, appointments, complaints and follow-up, with photos and notes.
- Your journey as a checklist
- Mystery shopping visits
- Notes and photos on every item
Step 2
Turn feedback into actions
Every gap in the experience becomes an action with an owner and a due date at the site.
- An owner and a due date
- Pending, In progress, Completed
- Photo proof of every fix
Step 3
Compare the experience across sites
The dashboard shows experience scores by site and region and the touchpoints that fail most often.
- Scores by site and region
- Weakest touchpoints
- Open actions per site
Results
Results from AutoSmart customers
85%
Less time per facility audit at MG Motors MEA, down from 5–7 days to 1
Before and after
Before and after AutoSmart
Without AutoSmart
- Different forms for showroom, service and phone
- Reports arrive weeks after the visit
- Each site delivers the experience its own way
With AutoSmart
- One scored checklist for the whole journey
- Results as soon as the audit is submitted
- The same standard, measured at every site
What gets audited
What customer experience audits cover
Teams audit every step of the customer journey, in person or as mystery shoppers.
Sales experience
- Greeting and needs analysis
- Test drives
- Delivery and handover
Service experience
- Appointment handling
- Service reception
- Vehicle return
Phone and digital
- Enquiry response time
- Call handling
- Appointment confirmations
Mystery shopping
- Unannounced visits
- Scripted scenarios
- Scored observations
Complaints and follow-up
- Complaint resolution
- Follow-up calls
- Customer feedback
Facilities
- Lounge standards
- Cleanliness
- Brand presentation
Who it’s for
Built for the teams that own the customer experience
Network development
See how every site delivers the customer journey and where it breaks.
Audit agencies
Run mystery shopping and CX audits in one app and hand over scored results on the day.
Field operations
Review the experience with each site on the visit and agree the fixes there.
FAQ
Customer experience audit software: common questions
What is customer experience audit software?
Customer experience audit software scores every customer touchpoint against your standard: greeting, needs analysis, appointments, complaints and follow-up. Gaps become tracked actions, and a dashboard compares the experience across sites.
Can we run mystery shopping?
Yes. Mystery shopping visits run as scored checklists in the same app, with notes and photos.
Can we use our own customer journey?
Yes. Your journey’s steps and scoring become the checklist.
Does it work offline?
Yes. Audits can be completed offline and sync automatically once the device is back online.
How are results shared with sites?
Each failed item becomes an action for the site with an owner and a due date, and the site sees its own results.
