What Goes Into a 5-Star Service & Experience Audit?

How would your organization rank?

We just completed our 54th audit, this time for a luxury automotive company seeking deep insight into their challenges and opportunities to innovate the owner experience. We presented the 85-page report to their board last week. Guess where they landed on the graph below?

Every one of our clients on this chart has been through the same proprietary audit process using our unique 22-point audit framework. And here is what that includes:

1.) 22 metrics scored across 3 different domains and a set of scorecards for each area.

2.) Scoring comparisons within your industry, across all audits we have performed, and against own our proprietary AH&A world-class benchmark for service & customer experience.

3.) Deep dive reports for culture, service, experience, Wow, and brand perception.

4.) Detailed employee and customer verbatims and selected customer vignettes to highlight the underlying scores and themes.

5.) Recommendations based on the findings and scoring for each section.

We’ve had the pleasure of working with clients who have Michelin Stars & Keys, Forbes 5-Star ratings, AAA Diamonds, Press Ganey & Healthgrades Awards, and JD Power Awards. We work with just as many clients that are disruptors and challengers that want to find their competitive experience niche. All of our clients have one thing in common: a relentless desire to innovate and set new benchmarks for excellence.

But one should never rest on one’s laurels: In the last 24 months, expectations of customer and employee experience has changed dramatically, and we have identified salient blind spots in all of the prestigious and recognized historical rating systems listed above.

Our clients want to examine their business through multiple perspectives to ensure they capture every opportunity.

This is what inspired us to create our own AH&A Benchmark for World-Class Service & Customer Experience. Delivering wonderfully on the benchmarks of yesterday are a testament to the history of your brand. Understanding the rapidly changing world of customer and employee expectations and delivering wonderfully on the innovative and updated benchmarks of today are what truly set exceptional brands apart from their competitors.

Service & Experience Leaders. Optimizers. Potential & Laggards. Where do you think your company ranks today?