Helping Businesses See Their Customer Experience from the Other Side
Every customer enquiry is a chance to build trust and win new business. But when you’re busy running a business, you can’t hear every call.
Are phone calls answered professionally? Are enquiries handled with confidence and courtesy? Is important information explained clearly? Does the customer feel valued and encouraged to take the next step?
Customer Experience Assessments was set up to help businesses answer those questions.
Experience Behind the Service
Customer Experience Assessments was founded by Gina Arnott, who has around 19 years’ experience in telephone-based customer communication, including more than a decade in call quality assurance and time as a team leader. That experience shows what makes a call go well, and how small changes can make a real difference to the customer experience.
An Independent Customer Perspective
We make an ordinary enquiry to your business as a potential customer and assess it against clear criteria, including professionalism, responsiveness, communication and helpfulness. A free sample assessment is based on one ordinary enquiry call. Paid assessments are agreed with you first. We do not record telephone calls.
Findings are presented in a clear, structured report that highlights strengths and gives practical suggestions.
Our Philosophy
We believe customer experience assessments should be constructive, fair and useful.
The purpose is not to find fault with individual employees. It is to help owners and managers see what their teams do well, understand where small improvements could help, and make informed decisions. Reports refer to roles, such as “the person who answered”, by default. Where a client asks, staff names can be included to recognise good service and support coaching.
Great customer experiences are built through consistent everyday interactions, and an independent perspective can reveal details that are easy to miss.
Let’s Talk About Your Business
Call 0422 722 728 or email gina@customerexperienceassessments.com.au to ask for a free sample assessment.
Contact us to discuss how an independent customer experience assessment could benefit your business.
