Customer Journey Audit

Audit the customer experience from discovery to return and referral. Score each touchpoint using a shared five-point standard, record evidence, identify friction and assign a practical action, owner and deadline. The dashboard summarises results by journey stage and counts open high-priority gaps, while the action plan and evidence log keep improvement work grounded in what customers actually experience. Includes a printable, write-in PDF companion with plain-English instructions and space to work through the same decision by hand. Download contains both the Excel workbook and PDF in a ZIP file. Use Excel on a laptop for full formulas; compatible spreadsheet apps on Android and iOS can open the workbook, though some features may vary. The PDF can be printed or viewed on any device. Business planning aid only; seek relevant legal, financial or tax advice where needed.