Customer Journey Audit: Sample Report Extract

See how an observation from a buying journey can become a practical finding for your business.

This short example illustrates the reporting style of our Customer Journey Audit, in which Blueringed becomes a genuine customer and follows an agreed journey. All events below are invented: no purchase or client engagement took place for this sample.

The agreed journey in this fictional example

A customer orders a small batch of printed materials from a fictional supplier, from initial enquiry through quotation, order confirmation, delivery and payment. This extract focuses on one point: whether the customer can clearly identify when payment is due.

An actual engagement follows the journey and boundaries agreed before purchase. One buying experience does not establish how every customer is treated or prove an internal root cause.

One example finding: payment instructions conflict

Illustrative observation

The invoice and order confirmation give different payment instructions

What the customer experienced: the order confirmation said payment was due within 14 days of the invoice date. The invoice said “payment due on receipt”. The customer emailed to clarify which instruction applied before arranging payment.

Evidence in this fictional journey: the order confirmation, invoice and clarification email. In a real report, relevant references and dates would support the observation.

What worked well: the supplier answered the query the following working day and confirmed the agreed 14-day terms.

Why it matters: the conflicting wording created an avoidable question and additional correspondence. This example does not establish that payment was late or that other customers encountered the same issue.

Recommended next step: check the order-confirmation and invoice wording against the agreed terms, then make the payment instructions consistent.

Question for the business: was this an isolated document error or a mismatch between templates? The customer-facing evidence alone cannot establish the internal cause.

One suggested follow-up action

Check the payment wording

Suggested owner: the person responsible for invoicing, working with the sales lead.

Action: compare the two templates with the agreed terms and resolve any inconsistent instructions.

Check: confirm that the next order confirmation and corresponding invoice state the same agreed payment terms.

This is a suggested action for discussion, not a completed improvement or guaranteed result. Implementation support and any wider internal process review would need to be scoped separately.

What the wider report can show

The agreed journey and the stages actually experienced.
What appeared to work well from the customer's perspective.
Observed friction, supported by relevant evidence.
Practical observations and questions for the business to consider.

This page is an extract, not a complete report or a promise of a fixed number of findings. Your engagement's scope and deliverables are agreed when booking.

See your business through a customer's eyes

The £199 fee covers Blueringed's Audit work. The product or service purchased, taxes, delivery and other agreed transaction costs are scoped and funded separately.

Explore the £199 Audit Ask about the journey

Scope and confidentiality

This is a customer-experience and business-process review, not a statutory, financial, compliance or assurance audit. The sample is fictional and demonstrates no client results or savings.

Under Discretion by Design, client details are not published without permission.

The self-guided workbook is a separate digital product. Explore our services or learn more about Blueringed.