Customer Journey Review
See your business through your customers' eyes
Your marketing creates expectations. Your customer experience determines whether those expectations are met.
I help hospitality and tourism businesses understand what customers actually experience at every stage of their journey, from discovering your business online to leaving a review after their visit.
Using a unique blend of marketing expertise, customer experience analysis and mystery visits, I provide an independent assessment of your customer journey and practical recommendations to improve reputation, reviews, loyalty and repeat business.
Online discovery
How easy is it for customers to find your business?
I review your website, search visibility, social media presence, online reviews and first impressions to understand the expectations being created before a customer even makes contact.
Booking & Pre-Arrival Experience
What happens once a customer decides they want to visit?
I assess the booking process, confirmation emails, communications and any pre-arrival touchpoints to identify friction, confusion or missed opportunities.
Mystery Visit & On-Site Experience
What is the experience really like for a customer?
Through a mystery visit, I evaluate the customer experience from arrival to departure, including service, environment, communication, consistency and how well the experience reflects your brand promise.
Aftercare & Loyalty
What happens after the visit?
I review follow-up communications, review requests, loyalty opportunities and any customer retention activity to understand whether you're making the most of every customer relationship.
What you'll receive
Following the review, you'll receive:
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A detailed customer journey assessment
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Key findings and observations
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Opportunities for improvement
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Prioritised recommendations
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Quick wins and longer-term improvements
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A clear action plan
Where specialist support is needed, I can connect you with trusted partners or manage implementation on your behalf.
Who it's for?
This service is particularly valuable where business owners, head office teams or regional managers are not present at every location and want an independent view of the customer experience. Below are some examples of the types of businesses I usually work with.
Holiday and Caravan Parks
Hotels and Hotel Groups
Visitor Attractions
Restaurant and Hospitality Groups
Leisure and Tourism Businesses
Multi-site Operators
Why work with me?
Most mystery shopping providers focus on what happened during a visit and most marketing consultants focus on what happens before a customer arrives. I look at the complete customer journey.
With more than 10 years' experience in marketing, communications and customer service, I help businesses identify the gaps between what they promise customers and what customers actually experience.
Get in touch
Sometimes the answers aren't obvious from inside the business. An independent perspective can help uncover opportunities to improve customer satisfaction, loyalty and repeat business.
Get in touch by filling in the form.
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