020 3637 0966


Customer Experience

UK businesses lose a total of £15.3bn each year when customers defect and abandon their purchases, as a direct result of poor customer experiences.*


What do your customers really think about your brand?
Are you giving your customers the best service possible?
Or, why have they stopped buying from you?

If you don’t have the answers to these vital questions, then you need to understand more about your customers and your relationship with them. When you do, you will reap the rewards. And that’s where we come in.

We can carry out a CUSTOMER EXPERIENCE AUDIT on your behalf. Using our simple, yet thorough model, we investigate all sales channels – online and offline – and create an in-depth diary of findings for you. Our auditors shop and follow the customer experience, such as: the initial search, the purchase process, delivery, customer service and follow up communications.

In CLEAR steps, here is how it works:


Clear Model 4


We also ‘shop’ your competitors, just to make sure you aren’t missing out on easy wins. Using our wealth of insider knowledge, we review all the customer experience journeys and translate them into practical recommendations you can easily and immediately put into place. We hold up a mirror to your company, which you can use to improve.

We work with all kinds of businesses: B2C, B2B, not-for-profit organisations and charities.

To find out how a CUSTOMER EXPERIENCE AUDIT could help you contact Elaine.




* Source: The economic impact of the Customer Experience, Genesys Telecommunications Laboratories


The customer experience audit that RBL facilitated gave us a great insight into how to improve our customers', and potential customers', overall experience with Donald Russell. The lessons learnt from the audit were translated into positive changes being implemented both online and offline to improve the customers' journey and experience with us. Continuous improvements are always possible, and RBL helped us prioritise the areas that could be improved promptly as well as long term.

Gary McDonald, Marketing Manager
Donald Russell