01
Channels
Live chat, email, voice, WhatsApp, and social are measured for response latency, resolution quality, and handoff friction.
Services · CX Audit & Benchmarking
Customer experience audit.
A disciplined, quantitative audit of every service touchpoint against industry-leading excellence standards: metrics, workflows, channels, and agent experience, decomposed. You finish with a measurable diagnosis, not a vibe check.
Why it matters
You cannot fix what you have not measured.
Most support operations run on instinct: a queue that feels slow, a team that feels stretched, a churn story that feels plausible. A customer experience audit replaces instinct with numbers. We baseline what is happening today, benchmark it against excellence, and show you exactly where service quality leaks revenue.
What we examine
Every touchpoint, decomposed.
02
Metrics
CSAT, first contact resolution, response time, backlog age, and quality scores are baselined against industry-leading standards.
03
Workflows
Routing, escalation, and tiering are mapped end to end to expose queues, dead ends, and duplicated effort.
04
Agent experience
Tooling, knowledge access, and coaching cadence are assessed, because agent experience sets the ceiling on customer experience.
05
Self service
Help center, automation, and deflection paths are audited for accuracy, freshness, and honest containment.
06
Voice of customer
Verbatims, complaints, and churn signals are mined and turned into a ranked list of what actually costs you customers.
Method
The Diagnose phase, step by step.
The audit is the first phase of our three step method: Diagnose → Design → Embed. It typically runs two to four weeks depending on channel count and ticket volume.
01
Instrument
We pull your actual data: ticket volumes, CSAT, first contact resolution, response times, and routing maps across every channel.
02
Observe
We sit with your agents and review live conversations, because the floor tells you what dashboards hide.
03
Benchmark
Every touchpoint is scored against industry-leading excellence standards, so each gap has a number attached.
04
Prescribe
You receive the findings report, the benchmark, and a prioritized roadmap ranked by impact and effort.
Deliverables
What you walk away with.
Findings report
A quantitative diagnosis of every touchpoint, with evidence from your own tickets and transcripts, not opinion.
Excellence benchmark
Your scores set against industry-leading standards, so gaps are measurable rather than felt.
Prioritized roadmap
Sequenced fixes ranked by impact and effort, ready to hand to your team or to our Design and Embed phases.
Proof
Outcomes, not opinion.
CSAT lift
+42%
Series D fintech, omnichannel rebuild
OPEX saved
3.2m
Routing and agent enablement
First contact resolution
98%
Re-engineered tier 1 flow
“PrimaCX didn't hand us a report. They handed us a new operating vocabulary. Every interaction is now research data.”
Engagement
Request a customer experience audit.
We take a limited number of new advisory clients each quarter. Tell us about your service operation and we will reply the same day, on WhatsApp or by email.
Typical duration2 to 4 weeks
Engagement6 to 12 week sprints
Based inLagos
ResponseSame day