Understand · French-speaking Switzerland
Understand where you are losing time and customers
Two ways to start: a full audit of your customer experience, from the first search to follow-up, or a free review of your website.
Customer experience audit
Your customers' entire journey, from their side and from your team's: reception, phone, quotes, appointments, follow-up, tools. You receive a map of your customer journey and costed priorities.
- About 3 weeks [to be confirmed]
- Interviews with your team
- Debrief and roadmap
Free website review
A review of your website alone: is it clear what you do, who for, and what to do next? You receive our comments and a few ideas by email.
- Reply within 48 h
- A short questionnaire to fill in
- Limited places each month
Customer experience audit · from CHF 2,500
What goes wrong is rarely on a single screen.
The same questions on the phone, quotes left waiting, customers dropping off between two steps, information your team types in three times. Customer experience happens everywhere, not just on your website.
“We look at your business through the eyes of your customers, and of your team.”
- from CHF 2,500Depending on the size of your organisation, agreed in advance
- ~3 weeksFrom interviews to debrief
- 1 mapYour journey, and your priorities
- French-speaking SwitzerlandAnd in France
What we analyse
The whole journey, from the first search to follow-up.
Customer side
- The journey as a customer lives it: search, first contact, quote, appointment, follow-up.
- The touchpoints: phone, emails, reception, documents, website, social media.
- The steps where your customers hesitate, drop off or don't come back.
- What they have to work out on their own, and what has to be explained to them again.
Team side
- Interviews: what your team repeats, re-enters or forgets.
- Your tools and processes: where they help, where they get in the way.
- Internal communication: who knows what, and when.
- Tasks that could be simplified or automated.
How it works
How it works, step by step
Scoping call
20 minutes, free. We check that the audit is worth it for you, and we agree on scope and price.
Analysis
Interviews with your team, the journey experienced as a customer, analysis of your tools.
Debrief
The map of your journey and your priorities, presented in person or by video call.
And then, if you wish
We put a price on what will save you the most, the fastest. Whether you do it with us is up to you.
What you receive
A clear map,
and where to start.
- The map of your journey, as seen by your customers and by your team.
- What already works well, to keep.
- Your priorities, ranked by how much time or how many customers they will bring you.
- A concrete roadmap you can carry out with us, or without us.
Customer experience audit · from CHF 2,500
What if your customer experience saved you time?
It all starts with a 20-minute scoping call: together we look at your situation, the scope of the audit and its price.
Book the scoping callFree · 20 minutes · no commitment
Free website review
Not ready for a full audit? Start with your website. We read it like a new visitor and send you, by email within 48 hours, what is clear, what is less so, and a few concrete ideas.
- Clarity: can people tell within seconds what you do, and who for?
- Message: does it stand out from your competitors'?
- Structure: do the pages follow a logical order?
- Call to action: do people know what to do next?
This is not an automated technical SEO audit, and it doesn't cover your customer experience beyond the website.
Frequently asked questions about the audit
From CHF 2,500, depending on the size of your organisation, agreed before we start. We interview your team, go through your journey as a customer would and analyse your tools, with your website as one touchpoint among others. You receive a map of your journey and a list of priorities, ranked by how much time or how many customers they will bring you.
The free website review covers your website's communication only: you fill in a short questionnaire and we reply by email within 48 hours. The audit goes further: interviews with your team, the journey experienced as a customer, analysis of your tools, and a debrief with your priorities.
About three weeks [to be confirmed], from interviews to debrief. We need a few hours of your team's time for the interviews.
Not necessarily. We start from what you already use, and only suggest a change when the benefit is clear.
No. The priorities are yours: you can carry them out with us, with your own team or with another provider.
La réponse, en quelques phrases.