Customer Experience Evaluation
(Disguised Experience)
Customer Experience Evaluation (Disguised Experience)
See your business the way your customers do. Through mystery experience, we identify what’s working, what’s missing, and what might be costing you sales, all from a real-world customer perspective.
The Impact
You can’t fix what you don’t see. A disguised experience cuts through assumptions and provides actionable insight so you can tighten execution, boost satisfaction, and create experiences worth repeating.
Why It Matters
We provide objective, detailed reports highlighting strengths, gaps, and missed opportunities. Along with the findings, you'll receive actionable recommendations to elevate service and boost customer satisfaction.
The BrightSide CX Affect
Our Approach
Initial Consultation: We start with a collaborative discussion to understand your goals, customer touchpoints, and key performance challenges.
Data & Experience Review: We analyze your customer feedback, service metrics, and sales data to uncover what’s driving satisfaction and what’s holding it back.
Observation & Evaluation: Through disguised/mystery experience, service audits, or direct observation, we assess real-world interactions to get an authentic view of the customer experience.
Gap & Opportunity Analysis: We identify where expectations and execution diverge, pinpointing strengths to build on and areas that need attention.
Comprehensive Reporting: You’ll receive a clear, objective report detailing key findings, trends, and performance insights.
Actionable Recommendations: Every insight comes with a practical, prioritized plan to elevate service delivery and strengthen customer loyalty.
Debrief & Discussion (Optional): We review results together, ensuring your team understands the “why” behind the data and how to apply the insights effectively.
Ongoing Support (Optional): For clients who want continued momentum, we offer follow-up coaching, team training, and progress tracking.