Customer service behaviour audit
See how your staff treat customers in person, on the phone and online.
A customer service behaviour audit shows how your staff treat customers in branches, on the phone and online. It uses mystery customer visits and calls alongside observation and customer feedback.
Who it is for: Customer service, retail, banking and hospitality teams.
Timeline: 1–4 weeks, and can be extended depending on the scope of the assessment.
When to use it
- Before customer service training, to set a baseline.
- When customer feedback shows mixed experiences.
- After opening new branches or channels.
What we measure
- Greeting and courtesy: We assess how customers are greeted, how polite staff are and how welcome customers feel.
- Knowledge and accuracy: We check whether staff give accurate information and know your products and services.
- Problem handling: We test how staff handle complaints, problems and difficult situations.
- Consistency across channels: We compare service across branches, phone, WhatsApp and email.
How we assess
- Mystery customer visits and calls
- Service observation
- Customer feedback review
What you receive
- A view of how customers experience your frontline teams
- Clear examples of what good service looks like, and where it slips
- Practical actions and training recommendations for each team
Contact OPDEV · ask@opdevinternational.co.uk · London, UK