Customer Experience Assessments
Last updated: 1 November 2026
1. Introduction
Welcome to Customer Experience Assessments.
These Terms & Conditions explain the conditions that apply when you use our website, make an enquiry or engage our business for customer experience assessment services.
By using this website, you agree to comply with the applicable website terms outlined below. Any assessment services commissioned by a client will be subject to the scope, pricing and conditions agreed before work begins.
2. Our Services
Customer Experience Assessments provides independent customer experience assessment services to Australian businesses.
Our services may include telephone enquiries made to a business as a potential customer, to evaluate customer service, communication, responsiveness, professionalism and the overall customer experience. Paid assessments are carried out with the agreement of the commissioning business. A free sample assessment is based on one ordinary enquiry call, made before any agreement is in place. We do not record telephone calls.
The specific assessment activities, number of enquiries, reporting requirements, fees and delivery timeframes will be agreed with each client before services commence.
We aim to provide fair, objective and constructive findings based on the interactions observed during each assessment.
Assessment results represent the particular interactions evaluated and should not be interpreted as a guarantee of a business’s overall performance.
3. Client Responsibilities
Clients engaging Customer Experience Assessments agree to:
- Provide accurate information about their business and assessment requirements.
- Confirm that they are authorised to commission assessments of the relevant business operations.
- Clearly communicate any specific assessment objectives, instructions or restrictions before work commences.
- Provide any information reasonably required to complete the agreed services.
- Review and approve the proposed scope of work and associated fees before assessments begin.
Clients remain responsible for their own business decisions, including any operational, staffing or training changes made following receipt of an assessment report.
Customer Experience Assessments does not undertake disciplinary investigations or make employment decisions on behalf of clients.
4. Fees and Payment
Fees for Customer Experience Assessments services will be provided to clients before work commences.
Pricing may vary depending on the number and type of assessments requested, the complexity of the project and any additional reporting requirements.
Clients will be informed of the agreed fees, payment arrangements and any applicable additional charges before confirming an assessment.
Unless otherwise agreed in writing, any additional services requested outside the original scope of work may incur additional fees, which will be discussed and approved before the additional work proceeds.
Payment terms, including any required deposits and payment due dates, will be specified in the quotation, invoice or written service agreement provided to the client.
All prices will be quoted in Australian dollars (AUD), with any applicable GST clearly identified.
Unless agreed otherwise in writing, the first assessment is payable in advance, and later assessments are invoiced with payment due within 14 days.
5. Confidentiality
Customer Experience Assessments recognises the importance of protecting confidential business information.
Information provided by clients in connection with an assessment will be treated as confidential and used for the purpose of delivering the agreed services.
Assessment findings, reports and related materials will not be intentionally disclosed to unrelated third parties without the client’s consent, except where disclosure is required by law or reasonably necessary to deliver the agreed services.
Clients agree to treat any confidential information, assessment methods or proprietary materials provided by Customer Experience Assessments with appropriate care.
Both parties acknowledge that confidentiality obligations do not apply to information that is already publicly available, lawfully obtained from another source or required to be disclosed by law.
Personal information will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.
6. Assessment Reports and Findings
Customer Experience Assessments prepares reports based on the specific customer interactions and assessment criteria agreed with each client.
Reports are intended to provide constructive, independent observations about the customer experience, including identified strengths and potential opportunities for improvement.
Assessment findings reflect the particular interactions observed at the time of assessment. They do not necessarily represent the performance of every employee, department or customer interaction within a business.
While reasonable care will be taken to ensure reports are accurate and fair, findings may involve professional judgement and interpretation.
Reports are provided to assist clients in evaluating their customer experience and making informed business decisions.
Clients are responsible for determining how assessment findings are used within their organisations.
Unless otherwise agreed in writing, assessment reports are intended for the commissioning client’s internal business use and should not be publicly distributed or reproduced for commercial purposes without prior written permission.
7. Intellectual Property
Unless otherwise agreed in writing, Customer Experience Assessments retains ownership of its assessment methods, templates, questionnaires, report formats, website content, branding and other materials developed independently of a client’s engagement.
Upon payment of the agreed fees, clients are granted permission to use their completed assessment reports for their own internal business purposes.
Clients may share reports with relevant employees, managers and professional advisers where reasonably necessary for internal review and business improvement, subject to applicable confidentiality and privacy obligations.
Clients must not resell, commercially reproduce, publish or distribute our proprietary materials without prior written permission.
Any intellectual property belonging to a client before the engagement remains the property of that client.
Nothing in these Terms & Conditions transfers ownership of either party’s pre-existing intellectual property unless expressly agreed in writing.
8. Cancellations and Changes
Clients wishing to cancel, postpone or modify an assessment should contact Customer Experience Assessments as soon as possible.
Requests to change the agreed scope, timing or requirements of an assessment will be considered based on the work already completed and the resources required.
Where a client cancels an assessment after work has commenced, reasonable charges may apply for services already performed or expenses reasonably incurred, provided these charges are consistent with the agreed service arrangements and applicable Australian law.
Any proposed cancellation fees or non-refundable charges will be communicated to clients before they confirm an engagement.
If Customer Experience Assessments is unable to complete an agreed service, we will contact the client to discuss appropriate alternatives, including rescheduling or a refund where applicable.
Nothing in these Terms & Conditions excludes or limits any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
9. Liability and Consumer Rights
Customer Experience Assessments will take reasonable care and skill when providing its services.
Assessment reports reflect the particular interactions observed and the information available at the time. We do not guarantee that an assessment will identify every customer service issue or result in a particular business outcome.
Clients remain responsible for their own operational, commercial, employment and management decisions made following an assessment.
To the extent permitted by applicable law, Customer Experience Assessments is not responsible for losses arising solely from business decisions made by clients based on assessment findings.
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Where the law permits a limitation of liability, any applicable limitation will be subject to the terms agreed with the client and relevant legal requirements.
10. Website Use
Visitors are welcome to browse the Customer Experience Assessments website and use its contact facilities for legitimate business enquiries.
When using our website, visitors agree not to:
- Submit false, misleading, abusive or unlawful information.
- Attempt to gain unauthorised access to the website or its systems.
- Introduce malicious software or interfere with website functionality.
- Copy, reproduce or commercially exploit website content without permission, except where permitted by law.
- Use the website in a manner that infringes the rights of others.
We aim to keep website information accurate and up to date. However, information may be changed or updated without prior notice.
Information published on this website is provided for general business information purposes and does not constitute a binding quotation or agreement to provide services.
Links to third-party websites, where provided, are included for convenience. Customer Experience Assessments is not responsible for the content or privacy practices of those external websites.
11. Privacy and Personal Information
Customer Experience Assessments respects the privacy of website visitors, prospective clients and individuals whose information may be handled in connection with our services.
Personal information collected through website enquiries, correspondence or assessment activities will be handled in accordance with our Privacy Policy and applicable Australian privacy legislation.
Clients commissioning assessments are responsible for ensuring that their instructions and intended use of assessment findings comply with applicable privacy, workplace and other legal requirements.
Where an assessment involves information about identifiable individuals, Customer Experience Assessments will aim to collect, use and disclose only the information reasonably necessary to perform the agreed services.
Further information about our approach to personal information, including enquiries about access, correction and privacy concerns, is available in our Privacy Policy.
12. Changes to These Terms
Customer Experience Assessments may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable legal requirements.
Any updated Terms & Conditions will be published on our website, together with the date of the latest revision.
Changes to these website terms will apply from the date they are published.
Where a client has already entered into a written agreement for assessment services, changes to that agreement will require the agreement of both parties unless otherwise permitted by the existing agreement or applicable law.
We encourage website visitors and clients to review these Terms & Conditions periodically.
13. Contact Information
If you have any questions about these Terms & Conditions or would like further information about our services, please contact:
Customer Experience Assessments
Telephone: 0422 722 728
Email: gina@customerexperienceassessments.com.au
You can also submit an enquiry through the Contact Us page on our website.
