Brand Compliance Audit and CX Management Services

Any compliance checklist starts with an alignment of objectives, measurables and deliverables. This approach drives the criteria against which any element of the audit will be measured, down to specific evidence-based criteria that establishes the compliant from non-compliant. Alignment on scoring is also applied, to support weighting of findings and an ability to separate major from minor issues. Capturing all critical-visual based elements are then agreed upon, along with criteria for how the images need to be obtained and what they need to show. The outcome of these steps ensures an ability to calibrate findings from any location to enable a like-for-like assessment across an entire business.

1. Firstly, we agree with our clients on the overall objectives for an audit program.
2. We then take the time to understand ‘what good looks like’ in terms of standards of execution across any given location – utilising what exists in terms of guidelines.
3. We go on to establish whether there are any agreed local exceptions that need to be factored in to any specific location or category of stores. This ensures that no teams are penalised for non-compliance where existing agreements are in place.
4. We create our program documents in consultation with our clients, including training materials to ensure all measurements are consistent.
5. We work on the creation of authorisation letters and agreed timeframes for program delivery.
6. Once all documents have been signed off, setup begins and client specific training and auditor certification is completed.
7. Once fieldwork is underway, all completed evaluations are closely monitored by our Operations Team and scrutinised by our dedicated Quality Assurance Teams.
8. In agreement with our clients, audit results are released within our reporting cx platform to front line teams to provide immediate feedback on overall performance, as well as internal stakeholders will specific responsibilities for the areas of measurement.
9. Where applicable, any element that can be rectified by the site teams are automatically included in an Action Planning tool – and tracked to completion or escalated internally if no action has been taken after an agreed period.

The main objective of conducting a compliance audit is to assess how well your physical locations and frontline teams are delivering a consistent experience to your customers in line with your business's compliance practices and protocols.

Failing a compliance audit provides opportunities to understand the extent of any systemic failure, the need for additional targeted training or investment. Ultimately the outcome of any audit measurement provides the opportunity to improve compliance and measure this improvement against other operational and customer experience related metrics to quantify the potential positive impact and return on any investment.

A brand audit is a detailed analysis that shows the performance of your brand in specific stated goals. Taking a step back and looking at your brand gives you the ability to see the bigger picture and identify your strengths and opportunities for improvement.

• Mystery Shopping provides an ongoing perspective on performance from a customer's perspective, outside of an established audit measurement cadence.
• Employee Engagement surveys take an opportunity to understand where barriers to cx compliance solutions may exist and are fundamental to identifying opportunities to resolve gaps in delivery – whether due to awareness, understanding, action.

A brand audit helps you to figure out what's working with your branding strategy and also what could be improved.

Generally speaking, a brand audit is a detailed analysis showing how your brand is performing compared to its stated goals. Taking a step back and looking at your brand through a different lens gives you the ability to see the wider landscape and to identify your strengths and opportunities.

A general brand analysis checklist includes: customer analysis, competitor analysis and an audit of the current brand. However, brand analyses can also include a market analysis, brand architecture analysis, brand risk analysis, or brand management analysis.

GBW creates compliance checklists in conjunction with our clients as a tool that can be utilised by our trained evaluators (as an independent assessment) or by frontline teams (as a self-assessment evaluation tool) to drive focus, understanding, ownership and standards against an organization's adherence to its own policies, industry standards, or regulations.

Checklists are both comprehensive and structured in their design in order to provide evidence based calibrated assessment against specific criteria – often captured as text, image or even audio-based responses. These are then evaluated, and detailed actions are then generated across ownership responsibilities to rectify (and prevent future) sub-standard performance.