CX Audits & Assessments
Experience Your Business Through Your Customer’s Eyes
The smallest details often leave the biggest impression.
Dwyer Consulting Company provides customized customer experience audits and assessments designed to uncover the gap between the experience an organization intends to deliver and the experience its customers actually receive.
Through an impartial, hospitality-inspired lens, we identify moments of excellence, points of friction, missed opportunities, and actionable ways to elevate the customer journey.
Request a CX Assessment
Impartial
Outside Perspective
Customized
Tailored Criteria
Actionable
Clear Next Steps
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An Impartial Lens
You know your business. We help you see it differently.
When you work within an organization every day, it can become difficult to experience your business with fresh eyes.
DCC provides an objective assessment of the customer journey — examining the details, interactions, environment, and processes that collectively shape how customers perceive your brand.
Our evaluation framework is informed by more than two decades of experience across hospitality, sales, service, operations, and customer experience.
We look beyond whether standards are simply being followed to ask a more important question:
How does the experience actually feel to the customer?
Our Evaluation Framework
What We Evaluate
Arrival & First Impressions
- Exterior and physical presentation
- Arrival experience
- Greeting and acknowledgment
- Sense of place
- Signage and wayfinding
- Initial service interactions
Service & Communication
- Customer acknowledgment
- Tone and use
- Language and phrasing
- Personalization
- Anticipation of customer needs
- Service recovery
Ambiance & Environment
- Lighting
- Music
- Scent
- Temperature
- Cleanliness
- Décor and presentation
- Overall atmosphere
Team Presentation
- Professional appearance
- Grooming and uniforms, when applicable
- Body language
- Professionalism
- Engagement
- Brand representation
Food & Beverage Experience
- Welcome and host interaction
- Table presentation
- Menu and product knowledge
- Service cadence
- Suggestive selling
- Food and beverage presentation
- Payment and farewell experience
Sales & Customer Journey
- Inquiry response
- Speed to lead
- Phone and email communication
- Discovery questions
- Follow-up
- Sales presentation
- Proposal experience
- Closing language
More Than a Scorecard
Observation is only valuable when it leads to action.
A CX assessment should do more than tell you what happened. It should help you understand what to do next.
Following an assessment, DCC provides clear findings and recommendations. Findings can also be reviewed with leadership through a strategic debrief to identify priorities and determine the most impactful next steps.
We don’t just identify the gaps. We help you understand how to close them.
Because no two customer journeys are exactly alike.
DCC assessments are customized around the organization, customer journey, brand standards, and business objectives. The scope and evaluation criteria are tailored to the experience you want to understand, improve, or elevate.
- Hotels and resorts
- Restaurants and food & beverage concepts
- Sales and reservations teams
- Membership organizations and clubs
- Welcome desks and reception environments
- Customer service teams
- Luxury and lifestyle businesses
- Other service-driven organizations
The Details Matter
The biggest opportunities often live in the smallest moments.
Individually, these moments can seem insignificant. Collectively, they shape how a customer feels about your brand — and whether they choose to return, recommend, engage, or buy.
Our role is to identify these moments, uncover patterns, and translate observations into meaningful opportunities for improvement.
Because exceptional experiences are built intentionally.
Our Approach
A four-step path to elevation.
Align
We begin by understanding your business, brand, customer journey, priorities, and the areas leadership would like evaluated.
Experience
We examine the experience through the customer’s perspective, paying close attention to the interactions, environment, communication, and touchpoints that shape their journey.
Assess
We evaluate our observations against the customized assessment criteria, identifying strengths, inconsistencies, friction points, and opportunities.
Elevate
Leadership receives clear findings, strategic recommendations, and actionable next steps designed to strengthen the customer experience.
Hospitality-Inspired CX
Hospitality isn’t an industry. It’s a way of making people feel.
The principles that create exceptional hospitality experiences can transform customer interactions far beyond hotels and restaurants.
DCC brings a hospitality-inspired perspective to customer experience, helping organizations examine not only what they deliver, but how it feels to receive it.
Whether the customer is checking into a hotel, entering a private club, touring a property, making an inquiry, attending an event, or simply asking for assistance, every interaction is an opportunity to reinforce the brand.
Service completes a transaction.
Hospitality creates a connection.
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