EXPERIENCE AUDIT
You love your store.
But do your customers?
Find out what's wowing your customers...
... and what's costing you their return visit.
The challenge with evaluating your own customer experience is the same one every retailer faces: you know too much. You know why the display is set up that way. You know what the staff member meant to say. You know what the store is supposed to feel like.
A real customer doesn't know any of that... and they don't care.
What they know is how the experience feels, from the moment they arrive to the moment they walk out.
Walmart will likely beat you on price. Amazon will almost certainly beat you on selection and convenience. But you can still win with an exceptional in-store experience: what your customer sees, thinks, and feels when they show up to your store, and whether it makes them want to come back again.
That's where I come in.
I visit your location and go through it exactly as a real customer would. Then I evaluate what I found against a customized scorecard built around what matters most to your business. You get a detailed report: what's wowing your customers, what's letting them down, and what changes would make a real difference.
I'll experience your store like a customer, but I'm not just a customer. I also bring 25+ years of experience studying what makes great retail work. I'm a two-time RETHINK RETAIL Top Retail Expert and I teach Retail Marketing Strategies at one of Canada's top-ranked business schools.
WHY MY EXPERIENCE AUDIT IS DIFFERENT
25+ years studying what separates the retailers customers return to from the ones they forget
Instructor, Retail Marketing Strategies at one of Canada's top-ranked business schools
Two-time RETHINK RETAIL Top Retail Expert (2025 and 2026)
WHO THIS IS FOR
Retailers who truly understand the importance of a customer's experience know that the cost of getting it wrong far outweighs the cost of finding out what needs to change.
Retailers, restaurants, service businesses, financial institutions: the format of the visit changes depending on what you do, but the question is always the same. What would it take to make every customer want to return again and again?
WHAT'S INCLUDED
A pre-audit consultation
A one-hour virtual call to discuss your business, goals, and what you most want to learn.
A customized scorecard
Built from our conversation, tailored to what matters most to customers in your industry.
A visit to your store(s)
I visit your location(s) anonymously and unannounced, exactly as a customer would.
A written report
Qualitative results, a completed scorecard, and specific recommendations.
INVESTMENT
SINGLE LOCATION
1 store
$5,000
+ HST
MULTI-LOCATION
Up to 3 stores
$10,000
+ HST
NETWORK AUDIT
Up to 10 stores
$22,500
+ HST
Travel within 100km of my office is included. Beyond that, travel is billed at the CRA per-kilometre rate. Flights and overnight accommodations are quoted at cost before any commitment is made.
© 2026 David Pullara. All Rights Reserved.
