Communications Audit

Map and score every customer communication journey end to end, touchpoint by touchpoint, then see exactly where clarity, relevance and delivery break down, with the root cause named for each one.

Best suited to: organizations who know the experience is inconsistent but cannot yet point at where or why.

The six criteria we score every touchpoint against

These are the actual dimensions we score. Nothing here is a summary of a summary.

1ClarityIs this clear and meaningful to the person receiving it?

2RelevanceDoes it reflect their actual situation, channel and moment?

3Intended actionDoes it prompt the right next step? Where does that break?

4Experience alignmentDoes it support or undermine the experience you intend?

5InsightCan you see what happened after you sent it?

6Trigger reliabilityDoes it actually fire, every time, without a person remembering?

How it runs

Typical shape. We adjust to your estate.

1Touchpoint inventoryWe find every message you send, including the ones nobody owns.

2Evidence captureWe receive your communications as your customers do, in real journeys.

3Scoring against the six criteria, with the reasoning recorded per touchpoint.

4Readout, then recommendations grouped by what to fix first rather than by channel.

What we need from you

The less we chase, the faster you get the answer.

Access to your comms templates. Failing that, permission for us to receive them live.

Journey context: what is supposed to happen, plus when.

Whatever delivery and engagement reporting exists.

One person who can tell us which messages are automated and which are not.

What you get back

A high-level view of the output. The detail sits underneath it in the readout.

The touchpoint framework

Score 1AbsentThe communication is either missing or so unclear that it fails to land.

Score 2InconsistentIt exists but is generic or unclear. It also fires unpredictably.

Score 3FunctionalIt works and is understood, but is not tailored or optimized.

Score 4StrongClear and relevant. It drives the next step and feels consistent.

Score 5Best in classClear, personalized, action-driving and seamless across every channel.

Fix or build first

Standardize it

Tune and personalize

Protect and scale

The target state

Every touchpoint is scored on clarity, relevance, intended action and experience alignment, plus two operational checks.

What a scored journey looks like

2.7/ 5 overall

Improve

Each touchpoint is scored 1 to 5, with 4 the target. On top of the four content criteria we add two operational checks. Insight means can we see it working in the data. Trigger reliability means does it fire on its own or wait on a person.

One journeyExample journey

2.4 / 5Fix first

8 of 9 touchpoints scored

Clarity3.0

Relevance2.6

Intended action2.5

Experience2.1

Operational

Trigger 2.9

Insight 1.6

Illustrative example. The scores are invented to show the format. Real client results are confidential.

Want to see what this would show for your communications?

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