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CX Retail Audits

CX Retail Audits are structured evaluations of what customers actually experience in a retail brand across stores and touch-points.

Types of CX Retail Audits We Conduct:- 

  • Store Environment Audits
  • Staff and Service Audits
  • Product & Merchandise Audit
  • Customer Journey and Experience Audit
  • Mystery Shopping Audit
  • Digital and Omni-Channel Experience Audits
  • Feedback and Service Based Audits
 
 
 

Key Areas Covered in a CX-Retail Audit

  1. Store Environment
  2. Staff and Service
  3. Product and Merchandising
  4. Customer Journey
  5. Mystery Shopping
  6. Digital and Omni-Channel Experience
  7. Customer Feedback

Metrics Used in a CX-Retail Audit:-

  • CSAT, NPS and CES
  • Cleanliness and Ambience Score
  • Staff Service Quality Rating
  • Staff Availability and Out of Stock Rate
  • Check-Out Wait Time
  • Mystery Shopping Scores

Why Brand Welkin for CX-Retail Audits ?

  1. Customer Centric Vs Process Centric
  2. Experience Vs Execution
  3. Journey Based Vs Checklist Based
  4. Emotional and Effort Metrics Vs Operational Metrics
  5. Inside Driven Vs Score Driven
  6. Revenue and Loyalty Linkage
  7. Continuous Improvement Vs One-Time Check
 
 

Why Brand Welkin? 

We have the expertise to help you derive at your problem statement and create objectives to address your problem statement. 
 
  • Actionable Insights and not Generic Reports
  • AI Based Retail First Expertise
  • Scalable and Flexible
 
 
 
 
 
 
 

Frequently Asked Questions

  • Why are CX Audits Important in Retail ? 

Ans:- Help Improve Customer Satisfaction and Loyalty, Increase Conversion and Repeat Visits, Identify Friction Points in the Customer Journey and bring Consistency across Brand Stores. 

  • How Often Should Retail CX Audits be Conducted ?

Ans:- Monthly or Quarterly for High Traffic Stores and Quarterly or Bi Annually for Standard Stores and Fortnightly for newly launched stores and/or Promotions. 

  • What is the role of Mystery Audits?

Ans:- It provides an Unbiased real-customer perspective on store quality and store environment.

  • Are CX Audits only for Retail Stores ?

Ans:- CX Audits also cover digital touch-points like Apps, kiosks and self-checkouts. 

And for Omni Channel check-outs like Click-Collect and Return Experiences

  • What are the challenges faced in CX Retail Audits ?

Ans:- Subjective Evaluations, Staff Behavior and Inconsistent data collection.

  • What is a good CX Audit Score ?

Ans:- 80% to 90% indicates a good service quality . Anything below the avg score and needs immediate improvement.

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