You see departments.
Customers see one brand and experience.
Marketing, product, fulfilment and service may sit in different teams. To a customer, they are one connected experience.
Customer experience audits + benchmarking
See what your
customers see.
… know what to fix next.
Independent, end-to-end customer experience audits for e-commerce brands. We test 3 customer missions on your website, repeat them with at least 2 competitors or best-in-class alternatives, then show you what to fix first. All in 2–4 weeks.
CUSTOMER MISSION 02
Buy the right product without an unpleasant surprise at checkout.
68/100
yourbrand.co.uk / checkout
TRUSTED BY HOUSEHOLD NAMES AND AMBITIOUS CHALLENGERS
The problem
The people responsible for the experience rarely experience it like a customer.
Leaders see the data, the roadmap and the internal debate. They rarely see the whole journey their customers get.
You see departments.
You don’t know how you compare.
Internal numbers show whether performance moved. They rarely show whether another brand makes the same journey much easier.
Data explains the journey you already have.
Analytics shows where people stop. It cannot tell you everything they expected, wanted or found somewhere else.
Your roadmap is busy.
That doesn’t mean it’s right.
With too many inputs and competing priorities, customer value can lose out to internal pressure.
WHAT THIS ALL MEANS
Money gets spent on the wrong things, friction goes unowned, and competitors set the standard.
Our approach
Five clear steps to help you knowwhat to fix first.
What is the customer trying to do? How well do you help them do it? How does that compare, and what should you fix first?
CX.MISSION
We help you choose the three customer missions that matter most.
What matters?CX.SCAN
We test each mission end to end, across every touchpoint.
What happens?CX.BENCHMARK
We repeat the same missions with at least two competitors and/or best-in-class alternatives.
Compared with what?CX.AUDIT
We show you the gaps, what’s causing them, and their likely commercial impact.
What does it mean?CX.ROADMAP
We turn everything into a focused list of <10 recommendations, ranked by priority.
What changes next?Example customer missions
We test the things your customers come to you to do.
These are examples. We agree three priority missions with you, then test each one from start to finish.
01DISCOVERY
What the customer is trying to do:
“Find a daily moisturiser that won’t irritate my sensitive skin.”
What we test:
Search, advertising, social, referrals, stores and marketplaces.
02CHOICE
What the customer is trying to do:
“Work out which running shoe will fit my wide feet.”
What we test:
Navigation, product content, sizing advice, reviews, comparison and stock.
03PURCHASE
What the customer is trying to do:
“Buy the right sofa and know the full delivery cost before I pay.”
What we test:
Basket, checkout, payment, offers, account and delivery confidence.
04DELIVERY
What the customer is trying to do:
“Know exactly when my fresh food box will arrive.”
What we test:
Confirmation, tracking, delivery options, collection and packaging.
05FIRST USE
What the customer is trying to do:
“Set up my new coffee machine and make a decent first cup.”
What we test:
Unboxing, set-up, instructions, product reality and replenishment.
06GETTING HELP
What the customer is trying to do:
“Find out why my order is late without explaining it twice.”
What we test:
Self-service, contact, response, hand-offs and resolution.
07RETURN / RESOLVE
What the customer is trying to do:
“Return the dress that doesn’t fit and know when I’ll be refunded.”
What we test:
Policy, initiation, labels, refund, complaint and recovery.
08REPEAT / CANCEL
What the customer is trying to do:
“Pause my subscription before the next box is sent.”
What we test:
Email, loyalty, account, repeat purchase, pause and cancellation.
Experience benchmarking
See how your customer experience compares.
We run the same customer missions through your brand and at least two useful alternatives. We compare the experience customers get, not competitor performance or business data.
- 01 A direct competitor
- 02 The best experience in your category
- 03 An expectation-setter from outside it
Every score links back to evidence from the journey.
CX.BENCHMARKMission 02 / comparison
ILLUSTRATIVE
DiscoverChooseBuyReceiveHelp
Your brand7268546147
Direct rival6571766964
Category leader8388818678
Expectation setter7984919082
BIGGEST GAP
Getting help takes twice the effort customers now expect.
Evidence 14–22 · linked to retention objective
Early beta offer
The full audit. At our early-customer price.
£3,995
+ VATCX.TESTED is in early beta. We’re offering a discount to early customers while we refine the method through live engagements. You get the full service, not a cut-down trial.
Book a demo
WHAT'S INCLUDED
- 01Three priority customer missions tied to business objectives
- 02Your brand plus two benchmark brands chosen for a reason
- 03Real purchases and service interactions across relevant touchpoints
- 04Expert review plus customer input and existing data as context
- 05Visual evidence pack and benchmark scorecard your team can use
- 06Fewer than ten recommendations talked through with your leadership team
What leaders usually ask.
“We already have a backlog a mile long.” +
Good. We won’t add another list. We’ll show you what should move up, what can move down and what is missing. The output is capped at fewer than ten recommendations.
“We already do user testing and interviews.” +
Keep doing them. CX.TESTED connects that research to the whole journey, tests what happens in practice and adds the external benchmark most programmes lack.
“Our analytics team knows where users drop out.” +
Analytics shows what happens inside the journey you already have. It does not show the service hand-off, the parcel, the refund, or the easier journey a competitor offers.
“Why not ask our agency to do it?” +
You can. CX.TESTED gives you a fixed method, an end-to-end view, a proper benchmark and a clear set of priorities that any delivery partner can use.
“Is £3,995 a lot for an audit?” +
The usual price is £5,000 for three customer missions. That covers choosing the right missions, testing the real end-to-end journey across your brand and two benchmarks, and turning the evidence into fewer than ten prioritised decisions. Across your team, agencies and technology stack, you’re probably spending hundreds of thousands of pounds a year on your site. Spending £3,995 to make sure you’re working on the right things next is likely money well spent.
“Which customer missions do you test?” +
We choose three with you. They should matter to the customer, connect to a real business objective and cross enough of the journey to expose where the experience breaks down.
“How do you choose the benchmark brands?” +
For a reason, not because they are familiar names. We normally use a direct competitor, the strongest experience in your category and an expectation-setter from outside it.
“What do you need from our team?” +
A short working session to agree the missions and objectives, access to relevant existing research or data, and a small number of customer conversations where useful. We do the testing and bring the evidence back.
“What happens after the audit?” +
You leave with the evidence, benchmark scorecard and a sequenced list of fewer than ten decisions. We play it back with the leadership team so owners, trade-offs and next steps are clear.
Meet Matt.
Matt started a beer club in a shed and sold it to one of the biggest FMCG companies in the world. He then led, as Managing Director, one of the fastest-growing DTC businesses in Europe. He has also invested in and advised several DTC companies around the world on growth and customer experience. CX.TESTED is the outside view he wished he had throughout: a clear picture of the whole customer journey, useful comparisons and a short list of what to fix first.
He leads every audit and brings in trusted specialists when the mission needs them.
Connect with Matt on LinkedInSee your customer experience from the other side.
We’ll show you how the audit works, what you get and whether it’s a good fit.
Book a demo