{"id":559,"date":"2026-10-14T05:33:14","date_gmt":"2026-10-14T05:33:14","guid":{"rendered":"https:\/\/autosmarts.co\/en\/solution\/customer-experience-audit-software\/"},"modified":"2026-10-14T05:33:14","modified_gmt":"2026-10-14T05:33:14","slug":"customer-experience-audit-software","status":"publish","type":"use_case","link":"https:\/\/autosmarts.co\/en\/solution\/customer-experience-audit-software\/","title":{"rendered":"Customer experience audits"},"content":{"rendered":"\n<div class=\"wp-block-group as-isec as-isec--challenges is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">The challenge<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why customer experience is hard to measure<\/h2>\n\n\n\n<p class=\"as-isec__intro wp-block-paragraph\">Customers judge every visit, call and follow-up. Measuring that across a network is hard for three reasons.<\/p>\n\n\n\n<div class=\"wp-block-group as-ichallenges is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group as-ichallenge is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">\u201cEvery touchpoint is checked differently\u201d<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Showroom, service and phone experience are reviewed with different forms, so results don\u2019t add up to one picture.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-ichallenge is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">\u201cFeedback arrives too late\u201d<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Survey and visit reports take weeks, so problems are fixed long after customers noticed them.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-ichallenge is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">\u201cStandards drift between sites\u201d<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Without regular scored checks, each site delivers the experience its own way.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--helps is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">How it works<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How customer experience audits work in AutoSmart<\/h2>\n\n\n\n<p class=\"as-isec__intro wp-block-paragraph\">Score every touchpoint against your standard, fix the gaps and compare the experience across every site.<\/p>\n\n\n\n<div class=\"wp-block-group as-irow is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized as-irow__media\"><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"1323\" src=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-checklist.webp\" alt=\"Customer experience audit on a phone in AutoSmart Audit: greeting and needs analysis pass, the follow-up call fails with a note, score 79%\" class=\"wp-image-595\" style=\"width:330px\" srcset=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-checklist.webp 700w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-checklist-159x300.webp 159w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-checklist-542x1024.webp 542w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group as-irow__text is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-irow__label wp-block-paragraph\">Step 1<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Score every touchpoint<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Your customer journey becomes a scored checklist: greeting, needs analysis, appointments, complaints and follow-up, with photos and notes.<\/p>\n\n\n\n<ul class=\"wp-block-list as-irow__points\">\n<li>Your journey as a checklist<\/li>\n\n<li>Mystery shopping visits<\/li>\n\n<li>Notes and photos on every item<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-irow as-irow--flip is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized as-irow__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1225\" height=\"810\" src=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-actions.webp\" alt=\"AutoSmart Audit action plan for a showroom: missed follow-up calls and an overdue complaint reply pending, lounge refresh in progress, two fixes completed\" class=\"wp-image-596\" style=\"width:600px\" srcset=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-actions.webp 1225w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-actions-300x198.webp 300w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-actions-1024x677.webp 1024w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-actions-768x508.webp 768w\" sizes=\"auto, (max-width: 1225px) 100vw, 1225px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group as-irow__text is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-irow__label wp-block-paragraph\">Step 2<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Turn feedback into actions<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Every gap in the experience becomes an action with an owner and a due date at the site.<\/p>\n\n\n\n<ul class=\"wp-block-list as-irow__points\">\n<li>An owner and a due date<\/li>\n\n<li>Pending, In progress, Completed<\/li>\n\n<li>Photo proof of every fix<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-irow is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-full is-resized as-irow__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1289\" height=\"775\" src=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-dashboard.webp\" alt=\"AutoSmart Audit customer experience dashboard: average score 79%, showrooms by grade, score by region and the most failed items\" class=\"wp-image-597\" style=\"width:620px\" srcset=\"https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-dashboard.webp 1289w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-dashboard-300x180.webp 300w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-dashboard-1024x616.webp 1024w, https:\/\/autosmarts.co\/en\/wp-content\/uploads\/2026\/10\/media-ui-sol-customer-experience-dashboard-768x462.webp 768w\" sizes=\"auto, (max-width: 1289px) 100vw, 1289px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group as-irow__text is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-irow__label wp-block-paragraph\">Step 3<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Compare the experience across sites<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The dashboard shows experience scores by site and region and the touchpoints that fail most often.<\/p>\n\n\n\n<ul class=\"wp-block-list as-irow__points\">\n<li>Scores by site and region<\/li>\n\n<li>Weakest touchpoints<\/li>\n\n<li>Open actions per site<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--proof is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">Results<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Results from AutoSmart customers<\/h2>\n\n\n\n<div class=\"wp-block-group as-iproofs is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group as-iproof is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-iproof__num wp-block-paragraph\">85%<\/p>\n\n\n\n<p class=\"as-iproof__label wp-block-paragraph\">Less time per facility audit at MG Motors MEA, down from 5\u20137 days to 1<\/p>\n\n\n\n<p class=\"as-iproof__link wp-block-paragraph\"><a href=\"https:\/\/autosmarts.co\/en\/case-studies\/mg-motors-case-study\/\">Read the MG Motors story \u2192<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-iproof is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-iproof__num wp-block-paragraph\">2\u20133 days<\/p>\n\n\n\n<p class=\"as-iproof__label wp-block-paragraph\">Nationwide dealer evaluation at Kia India, down from 2 weeks<\/p>\n\n\n\n<p class=\"as-iproof__link wp-block-paragraph\"><a href=\"https:\/\/autosmarts.co\/en\/case-studies\/kia-india-case-study\/\">Read the Kia India story \u2192<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-iproof is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-iproof__num wp-block-paragraph\">10% \u2192 90%<\/p>\n\n\n\n<p class=\"as-iproof__label wp-block-paragraph\">Corrective actions closed at Behbehani Brothers<\/p>\n\n\n\n<p class=\"as-iproof__link wp-block-paragraph\"><a href=\"https:\/\/autosmarts.co\/en\/case-studies\/behbehani-case-study\/\">Read the Behbehani story \u2192<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--compare is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">Before and after<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Before and after AutoSmart<\/h2>\n\n\n\n<div class=\"wp-block-group as-icompare is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group as-icompare__col as-icompare__col--before is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Without AutoSmart<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Different forms for showroom, service and phone<\/li>\n\n<li>Reports arrive weeks after the visit<\/li>\n\n<li>Each site delivers the experience its own way<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icompare__col as-icompare__col--after is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">With AutoSmart<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>One scored checklist for the whole journey<\/li>\n\n<li>Results as soon as the audit is submitted<\/li>\n\n<li>The same standard, measured at every site<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--covers is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">What gets audited<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What customer experience audits cover<\/h2>\n\n\n\n<p class=\"as-isec__intro wp-block-paragraph\">Teams audit every step of the customer journey, in person or as mystery shoppers.<\/p>\n\n\n\n<div class=\"wp-block-group as-icovers is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Sales experience<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Greeting and needs analysis<\/li>\n\n<li>Test drives<\/li>\n\n<li>Delivery and handover<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Service experience<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Appointment handling<\/li>\n\n<li>Service reception<\/li>\n\n<li>Vehicle return<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Phone and digital<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enquiry response time<\/li>\n\n<li>Call handling<\/li>\n\n<li>Appointment confirmations<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Mystery shopping<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Unannounced visits<\/li>\n\n<li>Scripted scenarios<\/li>\n\n<li>Scored observations<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Complaints and follow-up<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Complaint resolution<\/li>\n\n<li>Follow-up calls<\/li>\n\n<li>Customer feedback<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-icover is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Facilities<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lounge standards<\/li>\n\n<li>Cleanliness<\/li>\n\n<li>Brand presentation<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--roles is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">Who it\u2019s for<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Built for the teams that own the customer experience<\/h2>\n\n\n\n<div class=\"wp-block-group as-iroles is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group as-irole is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Network development<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">See how every site delivers the customer journey and where it breaks.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-irole is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Audit agencies<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Run mystery shopping and CX audits in one app and hand over scored results on the day.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-irole is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Field operations<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Review the experience with each site on the visit and agree the fixes there.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group as-isec as-isec--faq is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"as-eyebrow wp-block-paragraph\">FAQ<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer experience audit software: common questions<\/h2>\n\n\n\n<div class=\"wp-block-group as-faq is-layout-flow wp-block-group-is-layout-flow\">\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>What is customer experience audit software?<\/summary>\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>Can we run mystery shopping?<\/summary>\n\n<p class=\"wp-block-paragraph\">Yes. Mystery shopping visits run as scored checklists in the same app, with notes and photos.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>Can we use our own customer journey?<\/summary>\n\n<p class=\"wp-block-paragraph\">Yes. Your journey\u2019s steps and scoring become the checklist.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>Does it work offline?<\/summary>\n\n<p class=\"wp-block-paragraph\">Yes. Audits can be completed offline and sync automatically once the device is back online.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details as-faq__item is-layout-flow wp-block-details-is-layout-flow\"><summary>How are results shared with sites?<\/summary>\n\n<p class=\"wp-block-paragraph\">Each failed item becomes an action for the site with an owner and a due date, and the site sees its own results.<\/p>\n<\/details>\n<\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Score every customer touchpoint, from appointment handling to follow-up, and keep service standards consistent across the network.<\/p>\n","protected":false},"featured_media":0,"menu_order":4,"template":"","meta":{"footnotes":"","_as_icon":"smile","_as_anchor":"Customer experience audit software","_as_audits":"Customer experience, Mystery shopping","_as_headline":"Customer experience audit software for every touchpoint","_as_lead":"Score every step of the customer journey, from the first greeting to the follow-up call, run mystery shopping in the same app and keep the experience consistent across your network.","_as_video":"https:\/\/www.youtube.com\/watch?v=B5XdVVz52Ds","_as_sol_featured":false},"industry_tag":[],"role_tag":[12,9],"class_list":["post-559","use_case","type-use_case","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/use_case\/559","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/use_case"}],"about":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/types\/use_case"}],"version-history":[{"count":3,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/use_case\/559\/revisions"}],"predecessor-version":[{"id":1827,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/use_case\/559\/revisions\/1827"}],"wp:attachment":[{"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/media?parent=559"}],"wp:term":[{"taxonomy":"industry_tag","embeddable":true,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/industry_tag?post=559"},{"taxonomy":"role_tag","embeddable":true,"href":"https:\/\/autosmarts.co\/en\/wp-json\/wp\/v2\/role_tag?post=559"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}