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Transform Customer Experience with a Strategic CX Audit

Customer Experience (CX) is the sum of every impression, interaction, and moment your brand creates. And most brands are only optimizing a fraction of it. A CX Audit helps you step back—beyond screens and features—to understand the real journey your customers go through. We map how they discover you, trust you, buy from you, and come back (or don’t). The result? A clearer, more connected, and more profitable experience ecosystem.

Why CX Audits Matter

Customers don’t think in silos. But most businesses operate in them.

CX audits uncover:

Experience Gaps – Where expectations and delivery don’t match
Broken Journeys – Drop-offs between marketing, product, support
Brand Dilution – Messaging inconsistencies across touchpoints
Support Failures – Delays, poor empathy, lack of closure
Retention Risks – Why customers try once but don’t return

Systemic Frictions – Manual handoffs, tech debt, siloed teams

MEASURABLE IMPACT

NPS

point increase in NPS post-intervention

Support tickets

-40%

reduction in support tickets by improved self-service

Service Renewal

+35%

uplift in repeat purchase or service renewal

Cancellation rates

-20%

drop in refund or cancellation rates

HOW WE DO IT

How to conduct a CX Audit

Stakeholder Alignment & CX Goal Definition

We align with teams to define key CX stages, priority personas, and success metrics like NPS, CSAT, LTV, and churn.

Journey Mapping & Touchpoint Audit

We map real user journeys across digital and offline channels, identify high-friction and high-emotion moments, and evaluate transitions between touchpoints like web, app, store, support, and CRM.

Voice of Customer & Sentiment Analysis

We analyze feedback through surveys, interviews, and audits to uncover unmet needs, language gaps, and loyalty blockers like drop-offs and refunds.

Cancellation rates

We benchmark your current CX against your brand promise and competitors to spot disconnects in design, support, messaging, or policy, and identify key moments where customer trust breaks down.

INDUSTRIES WE WORK IN

Automotive & Mobility

Retail & E-commerce

BFSI

Royal Enfield MiY

Reimagined and designed immersive configurator for Royal Enfield buyers

RBL Bank Credit Cards

Designing credit card portfolio for leading private Indian bank

PVR Cinemas

Improve movie booking and loyalty experience for India's biggest multiplex chain

View all projects

WHAT OUR CLIENTS ARE SAYING...

Jatin Chhikara

Head - Digital Marketing, Royal Enfield

"Onething navigated customer pathways and resonated with the core ethos of Royal Enfield. The team built experiences across touchpoints, united by a design system, ensuring brand consistency across all channels"

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Any more QUESTIONS?

What is a CX Audit and why is it important?

A Customer Experience (CX) Audit is a comprehensive evaluation of how customers interact with your brand across all touchpoints. It helps identify gaps, pain points, and opportunities to improve the overall customer journey, leading to increased satisfaction, loyalty, and business growth.

What areas are typically covered in a CX Audit?

A CX Audit covers multiple areas such as website usability, customer service interactions, digital touchpoints (email, chat, social), in-store or physical experience (if applicable), feedback systems, and brand consistency throughout the customer journey.

How long does a typical CX Audit take?

The duration of a CX Audit depends on the size and complexity of your business. On average, it can take anywhere from 2 to 6 weeks to complete a thorough audit, including research, analysis, stakeholder interviews, and reporting.

What are the deliverables of a CX Audit?

The final deliverables usually include a detailed audit report, customer journey mapping, a list of pain points and friction areas, key insights, and actionable recommendations to enhance the customer experience.

Can a CX Audit help improve customer retention and conversion rates?

Yes, by identifying where customers are dropping off or facing issues, a CX Audit provides strategic insights that help enhance touchpoints, reduce friction, and ultimately boost retention, engagement, and conversion rates.

What we offer

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Automotive & Mobility

Retail & E-commerce

BFSI

Royal Enfield MiY

RBL Bank Credit Cards

PVR Cinemas

Any more QUESTIONS?

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What we offer

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