$497 One-Time Investment
Culture Check™
Customer Experience Assessment & Gap Analysis
A professional evaluation that compares what your business believes it is delivering with what customers are actually experiencing.
The difference between those two views represents potential Experience Gaps—places where the intended experience and the received experience do not match.
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The Diagnostic
No single questionnaire, review, or visit tells the whole story.
Culture Check™ brings multiple data points together to build a fuller, evidence-informed picture of the customer experience.
Owner and leadership perspective
Culture Check assessment responses
Customer voice, reviews, and review patterns
Digital customer journey and public-facing communication
Relevant social and customer-generated content
Mystery customer or direct observation when applicable
BULLOCH CONSULTING GROUP’s professional evaluation
The Six C’s Customer Experience Framework
Observation When Applicable
We become the customer when the assessment calls for it.
A real visit, order, wait, or interaction can add context that public data cannot. Observation is one input—not the entire service—and is used when it fits the business and the questions we need to answer.
From Evidence to Findings
We find the gaps first. Then we build the solution.
Reviews, customer voice, public touchpoints, assessment responses, and observation are read together—not treated as isolated complaints.
The Deliverable
Your Culture Check™ Experience Gap Report
You are not paying $497 to complete a questionnaire. You are purchasing a professional assessment and gap analysis designed to show what is working, where the experience is breaking down, what should be prioritized, and what should happen next.
Your exact findings and recommendations depend on the evidence available. A lack of reviews or feedback is itself useful information and may reveal a feedback or engagement gap.
A Structured Method
The Six C’s Customer Experience Framework
Each area is evaluated individually and contributes to the overall customer experience picture. The framework keeps the assessment consistent and prevents recommendations from resting on subjective opinion alone.
01 / Culture
What your business repeatedly does.
The internal standards, values and expectations that shape how every customer interaction actually happens.
02 / Customer Service
How people are treated when they interact with you.
How requests, questions, complaints and recovery moments are handled across every channel.
03 / Communication
What you tell customers — and what you leave them to guess.
The tone, timing and clarity of what customers hear from you — online, in person and in between.
04 / Consistency
Whether the experience holds up every time.
Whether the experience holds up across staff, locations, channels, busy days and slow days.
05 / Care
Whether customers feel considered rather than processed.
Attention, empathy and the small details that tell a customer they were seen, not processed.
06 / Customer Retention
Whether you’ve given customers a reason and a route to return.
The systems and relationships that turn a first-time customer into a returning one.
The Findings Stand Alone
You see the gaps. Now you need help closing them.
You can take the findings and implement them internally. Or, after your assessment is complete, BULLOCH CONSULTING GROUP can build a customized implementation plan around the Experience Gaps identified.
Explore Implementation