People with lived experience of disability and long-term health conditions represent a significant part of the UK’s population,
Up to a quarter of the UK population has lived experience of disability or a long-term health condition and 32% of households include at least one disabled member. Disabled people and their families make a major contribution to the UK economy with a spending power estimated at £274 billion per year, yet many organisations unintentionally create barriers that affect how customers access and experience their services.
Our Customer Experience Audits help organisations identify those barriers, understand their impact and prioritise practical improvements that make services more accessible and inclusive.
As a Disabled People’s Organisation (DPO) led by people with lived experience of disability and long-term health conditions, you can be confident our audits combine professional expertise with real-world insight, providing a unique perspective on your customer’s experience.
We highlight physical, cognitive, and sensory barriers disabled people may experience when dealing with you.
Why Choose a Customer Experience Audit?
A positive customer experience is good for everyone, but accessible and inclusive services can also help organisations:
- Improve customer satisfaction and loyalty
- Better understand the experiences of disabled customers
- Identify and remove barriers before they become complaints
- Strengthen their reputation and customer trust
- Demonstrate a commitment to inclusion and accessibility
- Support wider Equality, Diversity and Inclusion objectives
- Create practical plans for continuous improvement
What We Look At
We review your customer’s experience from their very first contact with your company, both on and offline. We help you see where barriers may exist and what improvements could make the biggest difference.
Physical Accessibility
How accessible your buildings, premises and physical environments are for disabled customers and visitors.
Digital Accessibility
How effectively your website and online services support people with different access needs.
Customer Journey
How easy it is for disabled people to access information, contact your organisation and use your services.
Visible and Non-Visible Disabilities
How well your organisation supports people with a wide range of impairments, long-term health conditions and access requirements.
Communication and Information
How accessible your communications and customer information are.
What You’ll Receive
Every audit includes:
- An independent review of your customer’s experience
- Insight from people with lived experience of disability
- Identification of barriers and areas for improvement
- Practical recommendations prioritised by impact
- A clear action plan to help you make improvements
Our goal is not simply to highlight problems but to help you identify realistic solutions that improve the experience of disabled customers.
What organisations say about us
Disability Positive have been a great support in improving our quality of customer service. Their ‘secret shopper’ experiences have given us a great insight to how we can improve and broaden our approach to provide a more accessible atmosphere at the venue.
For 4 years, we have partnered with Disability Positive to help ensure we deliver an exceptional hotel experience for guests with disabilities and accessibility needs. The team consistently supports our operation, development, and decision-making processes.
Our collaboration spans several key areas, including:
- Conducting quarterly hotel audits
- Driving process improvements
- Providing expert advisory support
- Disability awareness training
- Assisting in the creation and testing of new room designs
Disability Positive is always responsive to our requirements, offering positive, clear, and pragmatic guidance every step of the way. Through honest and constructive dialogue, we continue to drive meaningful progress across our business in this vital area.
More Than an Audit
Most customer experience audits identify issues. Our audits combine lived experience, accessibility expertise and practical recommendations to help you understand your organisation through the eyes of disabled customers. The result is not just a list of findings, but a clear roadmap for creating more accessible, inclusive and customer-focused services.
Why Employers choose our Audits
- Delivered by people with lived experience of disability and long-term health conditions
- Over 30 years’ experience supporting disabled people and organisations
- Practical, real-world recommendations
- Independent and trusted advice
- Ongoing support available to help you implement improvements
We don’t just assess accessibility. We help organisations understand how disabled people experience their services and what meaningful inclusion looks like in practice.
Looking for Ongoing Support?
A Customer Experience Audit provides valuable insight into how disabled people experience your organisation and where barriers may exist.
However, identifying barriers is only the first step.
Many organisations need ongoing support to prioritise actions, implement recommendations, build staff confidence and maintain momentum.
Our Disability Inclusion Support Service gives organisations access to ongoing disability inclusion expertise throughout the year.
Find Out More
Book a free introductory call to discuss your accessibility and explore how Disability Positive can support your organisation.