> For the complete documentation index, see [llms.txt](https://wiki.anatomyofmarketing.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://wiki.anatomyofmarketing.org/the-aom-model/layer-two-fundamentals/data-and-insights/performance-intelligence/experience-audit.md).

# Experience Audit

### What is it?

Assess how well the business delivers the customer experience across the journey.

***Also known as:*** *CX audit, service delivery audit*

### Why it matters

A business can have a strong brand and effective marketing and still lose customers at the point of delivery. The Experience Audit examines the experience the business actually provides against the experience it intends to provide. Gaps between the two are where trust is lost and where retention suffers. Identifying and closing those gaps is one of the highest-return investments a business can make.

### When it matters most

Experience Audit is most valuable when customer retention is declining, when NPS or satisfaction scores are falling, when complaints are increasing, or when the business has invested in brand or marketing but commercial results are not improving as expected. It is also a prerequisite for any significant service redesign or customer experience investment.

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### AoM Connected Tools

{% hint style="info" %}
No AoM tool has been mapped to this fundamental yet. Know one that fits? Recommend it. Free AoM registration required.
{% endhint %}