REALITY CHECK
Alternative to: Mystery Shopping, Maturity Scans, Superficial CX Audits
Companies come to us when they don't know the actual service reality at all touchpoints, internal silos prevent a holistic view, mystery shopping was too standardized, or previous CX audits delivered no concrete action recommendations. Often authentic feedback from genuine customer, employee, and partner perspectives is missing to identify, prioritize, and address urgent customer experience problems with a solid ROI.
We capture and analyze the current service reality at all touchpoints with your organization. This allows you to experience the customer journey from the perspective of your customers, employees, and business partners. Comprehensive, vivid, authentic, and highly meaningful.
With our unique qualitative methodology in conducting Reality Checks, we provide you with a comprehensive and authentic insight into the daily behavior of your customers, employees, suppliers, and partners. You receive a realistic picture of all direct and indirect customer interactions with your services, products, and offerings. View your offering and services from different perspectives and recognize the impact of the "as-is situation" on employee motivation, customer experience, and resulting business outcomes.
Our Reality Check Approach – From Analysis to Implementation:
We deliver not just observations, but a complete improvement roadmap:
- Identified problems: 15-25 critical touchpoint weaknesses with prioritization
- Calculated value: What does each problem cost you? What does the solution deliver? (ROI estimate)
- Concrete implementation plan: Prioritized roadmap with 3-5 quick wins (typically 4-6 weeks)
- Long-term anchoring: Governance structures to ensure improvements remain sustainable
What Differentiates Us from Mystery Shopping:
- Qualitative depth instead of standardized checklists
- Service design experts instead of randomly selected testers
- Root cause analysis instead of symptom description
- Concrete ROI models instead of vague recommendations
- Actionable recommendations with prioritization
Our Reality Check results not only identify urgent "customer experience problems" but also create a comprehensive understanding of service reality among all employees, regardless of their professional responsibility or hierarchical position.
Who Benefits:
- CEOs & Managing Directors (holistic overview, investment decisions)
- Customer Experience Managers (setting priorities, business case)
- Quality Leaders (systematically addressing weaknesses)
- Operations Managers (process optimization with ROI)
Typical Project Outcomes:
- 15-25 critical touchpoint weaknesses identified and prioritized
- Conservative ROI models for top action areas
- 3-5 quick wins for immediate implementation (typically 4-6 weeks)
- Phased roadmap for sustainable CX transformation
