Define what matters
We interview your team, walk the customer journey ourselves, and list every moment that can win or lose a customer.
What happens
From your question to a measurable standard
Weight by impact
Each item gets a weight tied to how strongly it drives your outcome, not to how easy it is to observe. What converts, counts.
Set the knockouts
A few items are so critical that failing them caps the whole score. These are agreed with you before fieldwork begins.
Inside the instrument
Anatomy of a weighted scorecard
Service28%
Experience & journey25%
Welcome & speed15%
Product & menu12%
Ambiance10%
Cleanliness10%
KO
Knockout items are the few things that must never fail. If one does, it caps the score on its own, no matter how strong everything else was, because some failures cannot be averaged away.
Illustrative weighting for a restaurant evaluation. Every client standard is weighted for its own sector.
Deliverables
What you receive from this stage
✓
A weighted questionnaire, reviewed and signed off with you
✓
Scenario scripts and shopper personas for realistic visits
✓
A scoring guide with clear pass, partial and fail definitions
✓
Knockout criteria and evidence requirements for every item
Ready to see this on your business?
Tell us your question and we will design the study around it.