Service Levels Audit
HOW WE HELP
Want to see your client experience more clearly?
Whether it’s time for a health check or you're ready to raise the bar, a fresh, expert perspective can reveal hidden gaps, missed moments, and untapped opportunities across the client or guest journey.
The Gweal Experience Audit helps you see your environment as your clients do: identifying the small shifts and strategic improvements that can make a lasting difference. With an independent, experience-led lens, you gain clear, actionable insight to elevate every touchpoint with confidence.
What the Gweal Experience Audit helps you uncover:
A full-spectrum evaluation of what shapes your client experience, from first impressions to operational enablers.
Helping you explore your environment from the client’s perspective, assessing flow, consistency, hospitality, and brand alignment from arrival to departure.
Experience
Walkthroughs
Experience
Walkthroughs
Capturing real-time experiences through mystery shopping, shadowing, and feedback, helping you understand how your service is actually felt, not just how it’s intended.
Service
Observation
Service
Observation
Highlighting how your physical space supports (or detracts from) the desired experience, from layout and signage to ambience and presence.
Environment and
Atmosphere
Environment and
Atmosphere
Assessing performance against your intended service standards, including tone of voice, response time, warmth, presence and attention to detail.
Gap
Analysis
Gap
Analysis
Team Interaction
Insights
Revealing how your people show up, identifying the leadership, training, or cultural shifts needed to strengthen delivery.
Team Interaction
Insights
Client Perspective
Reporting
Delivering a clear, visual report that tells the story from your client’s point of view, alongside prioritised recommendations that drive action.
Client Perspective
Reporting
Quick Win and Strategic Shifts
Quick Win and
Strategic Shifts
Helping you act quickly where it counts with no-cost behavioural nudges, and supporting longer-term improvements that align service with brand intent.
"Because what your clients experience is often shaped by what you no longer see."
Let’s Talk About Your Vision
Whether you’re launching something new or seeking to improve what already exists, Gweal helps you craft client experiences that feel as brilliant as they function.
If you’re curious about how we might work together, let’s have a chat. We’ll explore your ideas, uncover opportunities, and sketch out a clear direction, no pressure and no strings attached.