This is what the free audit hands back.
We sign up as a new customer, live through the first thirty days, and report every gap we find. The brand and figures below are invented to show the format.
Summary
14
Messages received in thirty days
3 days
Until the first contact
12
Gaps found
3
Journeys rebuilt in the report
The first thirty days, as a new customer saw them
- Day 0EmailAccount confirmation. Clear and fast.
- Day 1NoneSilence on the day interest is highest.
- Day 3Email and pushWelcome offer, sent to both channels at the same minute.
- Day 6SMSGeneric promotion with no link to what the customer did.
- Day 9EmailNewsletter. The same content every customer receives.
- Day 14PushReward expires today, mentioned for the first time.
- Day 21EmailWin-back offer, although the customer was active the day before.
- Day 30EmailMonthly summary. The first useful personal message.
Gaps, ranked by impact
| Gap | Why it matters | Impact |
|---|---|---|
| No message on day 1 after sign-up | The first contact arrives on day 3, after most new customers have already gone quiet. | |
| Welcome offer sent to accounts already flagged as duplicates | Budget leaks to repeat sign-ups before any check runs. | |
| Second-purchase journey missing | Nothing nudges a first-time buyer towards a second purchase in the first week. | |
| Same message for every customer | High and low value customers receive identical content and offers. | |
| Push and email send at the same minute | Customers get two copies of one message, and opt-outs rise. | |
| Unsubscribe link fails on mobile | Customers who cannot opt out mark messages as spam instead. | |
| No control group on any campaign | Nobody can say which messages actually changed behaviour. | |
| Reward expiry not explained | Customers find out at the point of use, which creates complaints. | |
| Support replies take 26 hours at weekends | Most new customers sign up at weekends. | |
| Active customer count differs across three reports | Decisions use whichever number is open at the time. | |
| Inactive customers receive daily messages | Frequency is not reduced for people who stopped engaging. | |
| Brand tone changes between channels | Email sounds formal, push sounds casual, and the brand feels inconsistent. |
Three journeys, rebuilt
Day 1 to 7 welcome
- Day 0 welcome with one clear next step
- Day 1 reminder if there is no first purchase
- Day 3 help message with real support hours
- Day 7 offer based on first activity
Second purchase
- Starts 24 hours after the first purchase
- Offer sized by first purchase value
- Stops the moment the second purchase happens
Quiet customer
- Starts after the customer's usual gap, not a fixed date
- Frequency drops as engagement drops
- Control group from the first send
The next ninety days
Days 1 to 30
- Fix the three highest-impact gaps
- Set up the untouched group
- Agree one count of active customers
Days 31 to 60
- Launch the rebuilt welcome journey
- Add the second-purchase journey
- First proof report
Days 61 to 90
- Launch the quiet-customer journey
- Cut messages that show no effect
- Plan the next quarter from results
Want this for your own brand?
The audit is free and needs no system access. Tell us which brand to sign up on, and you receive a report like this one within ten working days.