User Experience (UX) audits allow a business to truly understand what their customers are experiencing when using their products or services. Whether ordering food, buying clothes, booking or renting a service, or just trying to reach a customer service representative, if a business is not looking at things from their customer’s point of view, they are missing critical information. What you don’t know will hurt you!
2020 has been a crash course into what finding out exactly what we did not know! Questions have emerged that we never even thought to ask before. There have been countless changes for both individuals and businesses, and we still have not even began living the “new normal” – whatever that means.
One of the biggest changes has been the complete dependency on online services. Whereas BC (Before COVID-19), online services were a nice luxury, they became a necessity that defines a business’s success. Unfortunately, this was not a slow growth process. Restaurants had literally hours to create and/or optimize their online options, whether curbside, to-go, or delivery. Retail outlets had mere days.
Businesses that had a strong online presence already had a small advantage. They still needed to make some major changes within a short amount of time. Adding COVID-19 safety measures and increased cleanliness procedures. Trying to decrease glitches in a time of growing delays and frustrations.
If you do not take the time to go through the process from the customer side of things, you will miss considerable opportunities to increase your visibility, provide more upsell opportunities, and create better customer appreciation. You will also decrease any unknown technological glitches and identify any areas of customer frustration.
MSI has over 65 years’ experience in gathering customer information and opinions. Mystery shopping and data collection is not just about sending one of our vast array of shoppers to a location to gather information on-site. We have nearly 100,000 evaluators at our disposal who have experience in online surveys, as well as extensive site familiarity.
Talk to an MSI team member today to find out more about UX audits and how we can provide the knowledge you need to succeed in today’s online atmosphere.