Customer experience audits for e-commerce brands.

What is a customer experience audit?

A customer experience audit examines what it is actually like to deal with a business. It follows a customer’s goal across the relevant parts of the journey, rather than reviewing each department or page in isolation.

For an e-commerce brand, that might mean finding a suitable product, checking the total cost, ordering it, receiving it, using it and getting help if something goes wrong. The exact journey depends on the missions we agree with you.

A website review is part of that work, not the boundary of it. Delivery, packaging, service, returns or subscriptions are included where they matter to the agreed mission.

Who is CX.TESTED for?

It is for e-commerce brands with a live customer journey and a decision to make about what to improve next. It is particularly useful when you have plenty of data, feedback or competing ideas, but no shared view of where the experience breaks down.

You might lead e-commerce, product, marketing, customer experience or operations, or run the business. The useful starting point is the problem you need to solve, not your job title.

• You want an independent view before committing to a new roadmap or agency brief.
• You need to understand how your experience compares with customers’ alternatives.
• You suspect problems sit between teams, not neatly inside one department.

If you only need to test a prototype, investigate one interface or measure a change through an A/B test, a more focused piece of UX research or experimentation may be the better starting point. Compare the approaches.

What do you mean by a customer mission?

A customer mission is a specific thing a customer is trying to get done. “Browse the site” is vague. “Buy a sofa that fits my room and know the full delivery cost before I pay” gives us something meaningful to test.

We help you choose three missions that matter to your customers and your business. They can cover a purchase, a service problem, a return or an ongoing relationship such as a subscription.

The three missions are the scope of the audit—not a claim that every possible journey or customer type has been tested. See example customer missions.

What will you actually do?

1. Choose the missions. We agree the three customer goals, business objectives and the journeys to follow.
2. Test the real experience. We work through each mission end to end, including relevant purchases and service interactions.
3. Repeat it elsewhere. We run the same missions with at least two competitors or best-in-class alternatives.
4. Explain the gaps. We share the evidence, likely causes and likely commercial impact. Where an impact is an estimate rather than a measured result, we make that clear.
5. Agree what comes first. We present a short, focused list of recommendations, in priority order.

Matt leads every audit and brings in trusted specialists where the mission needs them. Existing research, analytics and customer input provide context; the audit is not a replacement for a statistically representative customer study.

What do we get at the end?

• A visual evidence pack showing what happened and where the experience fell short.
• A benchmark scorecard comparing the agreed missions with relevant alternatives.
• A focused list of <10 recommendations, ranked by priority.
• A discussion of the findings and next steps with your leadership team.

The recommendations are there for your team or delivery partners to use. This is an audit and prioritisation project, not a website build or an ongoing retainer.

What does it cost, and how long does it take?

The project takes 2–4 weeks from start to finish, depending on the complexity of the agreed missions. The standard scope is three customer missions and at least two benchmark brands. We agree the practical scope before work begins.

You do not need to arrive with a polished brief. Start with the customer journey or decision you are worried about, and we’ll help work out whether an audit is a good fit.