Phone
How a call is answered, acknowledged, routed, and handed to a person when needed.
AI may be costing you customers.
Find out whether automation is creating friction in the customer journey.
The Human Audit™ mystery-shops the path customers actually take, then gives you a Human Score™ and evidence of where automation, unclear handoffs, or generic follow-up may be making the next step harder.
Start with the Human AuditSecure checkout, then a roughly 10-minute intake to confirm the journey we will mystery-shop.
Built for trust
For service businesses where a customer needs confidence before they choose.
This is especially useful when the decision carries urgency, expense, risk, or personal stakes: home services, medical and dental practices, law firms, real-estate teams, financial services, recruiting firms, and high-ticket professional services.
If your business depends on being responsive, clear, and trustworthy, the Human Audit gives you a structured view of the experience between a customer's first question and their next step.
See an illustrative Human Score example to understand the report format before you book.
What we test
We follow the journey as a customer—not as an internal dashboard.
During intake, we agree on the relevant path. We then mystery-shop the available customer touchpoints and document what happens, including what is clear, what feels impersonal, and where a customer has to do extra work.
Website inquiry
What the form asks for, what confirmation says, and whether the next step is clear.
Text and email
Whether automated follow-up is timely, specific, useful, and connected to the customer’s question.
Chatbot and automation
Whether self-service helps customers progress or leaves them trapped in a script.
Follow-up
Whether the experience advances after the first contact instead of repeating itself.
Customer friction
Where uncertainty, repetition, dead ends, or weak handoffs make it harder to move forward.
The audit only reviews touchpoints available in the agreed scope; it does not require us to access private customer data or internal systems.
What you receive
From mystery shop to a clear next step.
This is the bridge between the question in the ad and the decision in your business: we inspect the journey, show you what happened, and make the next actions easier to prioritize.
- 01
Customer-journey mystery shop
We test the agreed path through the customer-facing touchpoints available to us.
- 02
Human Score™ scorecard
A 0–100 overall score with category scores that make the strongest and weakest moments easier to see.
- 03
Evidence-backed friction findings
Specific observations from the agreed journey, tied to the response, handoff, or customer effort that created friction.
- 04
Prioritized recommendations and readout
A plain-language summary of the journey we reviewed, with practical next actions in priority order.
What the Human Score means
The Human Score™ is a structured, evidence-led lens for the agreed customer journey—not a universal benchmark, certification, guarantee, or objective scientific rating. The written observations and recommended fixes matter more than the number.
The audit identifies what to address. Copy rewrites, system changes, coaching, and implementation remain separate work.
Illustrative example
Fast does not always feel helpful.
An illustrative finding could show a missed call receiving an immediate automated text with a booking link, but no acknowledgement of urgency or clear path to a person. The issue is not automation itself—it is the gap between the customer's need and the response they receive.
Illustrative priority
Add an urgent-issue acknowledgement and a clear human escalation path.
This is an example of the audit format, not a client result or performance claim.
How it works
A straightforward start, without adding work to your team.
01
Book securely
Complete platform-hosted checkout, then confirm the customer journey you want reviewed.
02
Confirm the journey
Complete a roughly 10-minute intake covering your business, customer paths, urgent scenarios, and handoffs. We do not ask for passwords, private customer records, or broad system access.
03
Receive the audit
We confirm timing after intake, complete the agreed review, and post your scorecard, written evidence, and prioritized fixes in the client portal. Implementation is separate work.
For home-service operators
Your lead flow can move fast without making a homeowner feel brushed off.
The Human Audit for home-service teams follows the first-contact moments that decide whether a job gets booked: calls, web inquiries, texts, follow-up, and AI answering when it is part of the path.
Explore the Human Audit for home-service teamsQuestions, answered
Before you book.
What exactly is tested?
We mystery-shop the customer journey confirmed in your intake. That may include phone, website inquiry, text or email follow-up, chatbot or automation, and customer handoffs where those touchpoints are available.
What will I receive?
You receive a Human Score™ scorecard, evidence-backed friction findings, prioritized fixes, and a concise readout of the agreed journey in the client portal.
What happens after checkout?
After secure checkout, you complete a roughly 10-minute intake. It confirms the paths to review and gives us the context needed to begin; we confirm timing after intake.
What access do you need?
The audit is designed around the customer-facing journey. We only request the information needed to confirm scope and available touchpoints; we do not need private customer data or broad internal-system access to perform the standard review.
Is this implementation work?
No. The Human Audit identifies and prioritizes the customer-experience issues present in the agreed journey. Copy rewrites, systems changes, coaching, and implementation can be scoped separately if needed.
See the experience clearly
Your customers do not care how much AI you use. They care whether your business understands what they need.
The Human Audit is a $297 flat fee for a grounded view of the journey your customers are already having.
Checkout stays with our platform-hosted flow. After purchase, you complete intake; we then confirm the review timing and deliver the audit in your client portal. Implementation is never added automatically.