What is the CX Trust Audit® and is it right for you?

The CX Trust Audit® is built around one core question:

Which customer experience problem is destroying the most value in your business right now?

It also answers:

• What is the root cause and trust failure driving it?
• What is it costing the business?
• What would fixing it be worth?
• Which CX initiatives should we prioritise to address it?
• Where across the customer journey is trust being built, weakened, or broken?
  
  

There are two versions of the CX Trust Audit®, designed for different levels of need and depth of insight.

CX Trust Audit® Lite

The Lite is designed for organisations that need a fast, focused answer to a single high-value question. It identifies the single customer experience problem destroying the most value in your business and tells you what fixing it is worth. 

It's typically the right starting point if you know something isn't working, but can't yet prove which issue matters most, what it's costing, or where to act first. It gives your organisation the evidence to move from assumptions about how customers feel to a clear, commercially grounded priority. 

CX Trust Audit®

The full audit goes further, giving you a comprehensive view across your top value-destroying issues across the customer journey, the themes driving them, and clear direction on what to do about each one. 

It's typically the right choice when you have multiple known issues, conflicting internal priorities, or a complex customer journey where identifying one headline problem isn't enough. It shows not just what's going wrong, but where it's happening across the journey, why it matters commercially, and what action is needed against each priority.

It's particularly useful when the business needs a stronger evidence base to align stakeholders, prioritise investment, or decide where to redesign the experience.

The CX Trust Audit® is designed for leaders who want customer experience to drive commercial change.

It's for the leader who:

• Knows something isn't working, but can't prove which problem matters most
• Is being asked to justify CX investment without the evidence to back it
• Is trying to align a leadership team that has a different priority in every room
• Is absorbing problems in their team that started somewhere else in the journey

 

For customers, that means a better, more trusted experience. For the business, it means clearer priorities, stronger investment decisions, and measurable commercial impact.

The CX Trust Audit® works with the data you already have. You provide a minimum of 1,000 rows of NPS or CSAT data, ideally 5,000 rows for the full CX Trust Audit®.

No additional research or data collection is required before you start.

Both versions deliver a clear, action-focused report. Here is what each includes.

CX Trust Audit® Lite

• The single customer experience problem causing the greatest commercial damage
• The root cause and trust failure driving it
• The financial value at stake and what fixing it could deliver
• A clear recommendation on the most appropriate next step, whether a focused quick win project or a broader reimagine project
  
  

CX Trust Audit® 

• The customer experience problem causing the greates commercial damage
• The root cause and trust failure driving it
• The financial value at stake and what fixing it could deliver
• 5-7 critical themes that must shift to improve trust
• Touchpoint-level analysis showing where trust is being built, weakened, or broken across the customer journey
• Priority CX initiatives to address the top issues, with clear direction on what needs to change and where to focus
• A clear recommendation on the most appropriate next step