The Experience Audit

A business owner cannot audit their experience. We go in and look at the three places your customers see and experience your business.

On site
The whole lived experience, observed in person.
Online
Your website and social presence, as a customer meets them.
In your reviews
Patterns across your public reviews, read in full.

You'll know exactly what your customers experience- and where a good business becomes a great one.

What We Measure

The Guestside method

Business Vitality Score
A structured assessment of the observable customer experience, across the whole guest journey.Built from multiple unannounced visits, made as guests.
Digital Presence Score
How effectively the business communicates its identity online.How easily a customer can discover, understand, contact or buy from you there.
Google Review Analysis
Patterns across your public reviews, the feedback that recurs, and how visibly the business responds.Read separately from the star rating, and read rather than scored.

Five stages

Discover
What you built this to be, in your words.
Observe
What a guest meets, unannounced and in person.
Diagnose
Where what a guest sees differs from what you built- and why.
If you carry on
Transform
The changes worth making, in the order worth making them.
Measure
What moved, once the changes have had time to show.

The audit is the first three. The last two are for owners who want to keep going.

What You Receive

Your report: the three assessments, read side by side- and a conversation to walk through it together.

Where This Fits

We are for you if you notice

Customer feedback that doesn't add up
Repeat visits quietly declining
A team that isn't as engaged as it was
Operating standards nobody has written down
Sales that disappoint without an obvious cause

Some businesses are performing well and have simply stopped evolving.

Owners often invest in advertising, décor, equipment or branding before understanding the experience their customers actually receive.

What Can Follow

If you want help acting on it.

For owners who want a hand with the work, Guestside carries on past the report: guidance, hands-on follow-through, and developing the team around the experience you mean to give. How far that goes is yours to decide, and we decide it together.

Why we start with why you opened

Begin

Start with a conversation.

We work out together whether an audit is the right thing for your business right now.

Request a conversation

Or write to gina@guestsideconsulting.com