A multi-touch read of the real experience, physical where it matters, primarily for retail and hospitality. Measured against what the dashboard reports.
We find the gap between the experience as it is lived and the experience as it is reported.
We live it as a customer, across the touchpoints that matter, in person where it counts.
We read the record against what we lived, and find where the report and the floor disagree.
One gap, with the evidence behind it and the moment it happens.
A design change at that moment, so the experience holds on the busiest day.
A hospitality chain reported a 4.6 experience score and a repeat rate that was falling. The gap was in the eleventh minute of the check-in, where the system was fast and the guest was lost. The fix was a single prompt, and the repeat rate turned.
We do not ask, we experience.
Not a score. It is the gap, named, with the evidence and the fix.
Read the experience data and the complaint record. Experience the journey as a customer, across every touchpoint, unannounced. Name the one place where the promise and the delivery part company. Fix it into the process rather than the script.
The journey map if one exists, and the freedom to be a customer without being announced.
From ₹2,50,000.
What moves it: the number of touchpoints and locations, and whether the journey is multi-channel.
If the pattern is real, you will know within a week. If it is not, we say so in writing.
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