In 2013, Tayside Fife and Central developed short processes to check how services were being delivered and the customer experience. The customer journey audit is carried out by visiting the organisation for a day to carry out reality checks. This might include:
- Sitting in on Housing Options interview (shadow interview)
- Looking at files/case notes
- Auditing the space where services are delivered
- Checking information materials (including policy documents and service standards)
- Speaking to staff about the service and their role in it
- Finding out whether customers are satisfied with the service (satisfaction surveys)