This service is for you if…
CEO / MD
You are losing customers without knowing why, and your decisions lack an objective diagnosis.
CX Director
You lack reliable field data to prioritise your initiatives and defend your trade-offs.
HR Director
You sense that the internal experience is holding back external performance, but cannot prove it.
The deliverables of your audit.
Concrete, usable documents — not generic slides. Every deliverable is designed to be put to work the moment the engagement ends.
Complete audit report
Friction points and prioritised opportunities, backed by data and the real customer experience.
Summary map of the journeys diagnosed
A structured view of the journeys analysed to guide the recommendations — a diagnostic tool, not the final deliverable.
Leadership presentation
A dedicated readout for your executive committee, included in the engagement.
Qualitative interviews
Customers and internal experts interviewed by video to test the data against lived reality.
How a CX audit works with Onivio.
1Precise scoping
Together we define the scope of the audit, the journeys to analyse and your strategic objectives. This step ensures stakeholders are aligned from the outset and that the audit focuses on your priorities.
2Detailed analysis
We gather and cross-reference the voice of the customer (interviews, verbatims, NPS/CSAT), the available data and field observation. The aim: to move from internal assumptions to a faithful picture of the real journey.
3Structured assessment
Each friction point is assessed by business impact and effort to resolve. Opportunities are ranked to separate quick wins from structural workstreams.
4Actionable report
We deliver a clear report, a summary map of the journeys diagnosed and a 90-day action plan — presented to your leadership team and ready to execute.
The upper range applies to large accounts and broader scopes (multiple journeys, multiple countries). Precise quote after scoping.
Frequently asked questions.
What is a CX audit?
A CX audit is a complete diagnosis of your customer experience. It analyses your journeys in depth to identify strengths, fix weaknesses and surface concrete actions — improving satisfaction, strengthening loyalty and driving growth.
Why run a CX audit for my business?
Because a satisfied customer comes back, recommends you and spends more. Conversely, a poor experience drives churn and lost revenue. The CX audit reveals where you are losing customers and where to create value, connecting experience to measurable business indicators.
Who is the CX audit for?
For leaders (MD, CEO) losing customers without knowing why, for CX directors who lack field data to prioritise, and for HR directors who sense that the internal experience is holding back external performance.
How does a CX audit work with Onivio?
In four steps: precise scoping of remit and objectives, detailed analysis of journeys and data, structured assessment of friction points and opportunities, then an actionable report with an action plan. Total duration: 4 to 6 weeks.
How long does a CX audit take?
Between 4 and 6 weeks depending on scope. That timeline covers scoping, field interviews, analysis, report writing and the presentation to your leadership team.
What deliverable will I receive?
A complete audit report (friction points and prioritised opportunities), a summary map of your journeys diagnosed, an actionable 90-day plan, and a dedicated leadership presentation. For a complete map co-built with your teams, see the Customer Journey Map service.
Do you provide support after the audit?
Yes. The audit can extend into a transformation engagement to implement the recommendations, or into ongoing governance support. The 90-day action plan is designed to be executed, with or without our help.
How much does a CX audit cost?
From €12,000 excl. VAT. The upper range applies to large accounts and broader scopes (multiple journeys, multiple countries). A precise quote is drawn up after an initial scoping conversation.
How is this different from a standard satisfaction survey?
A survey measures a feeling at a point in time. The CX audit goes further: it cross-references the voice of the customer, the data, field interviews and journey analysis to explain why — and, above all, what to do. It is an actionable diagnosis, not just a score.
Which sectors can benefit from a CX audit?
Any sector where the customer relationship matters: banking, insurance, healthcare, retail, B2B SaaS, services. The method adapts to your context — B2B, B2C or B2B2C — in France and internationally.
Where to go next.
The natural next step after the audit: mapping every omnichannel interaction.
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