Double Carl Limited provides professional Mystery Shopping, Business Audit, Call Center Audit and Customer Experience Audit services in Nigeria. Our independent practice gives you an unvarnished view of your service delivery.
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Most organisations have a significant gap between what they believe their customers experience and what customers actually encounter. That gap — in service quality, consistency and delivery — is where revenue, loyalty and reputation are won or lost.
Our audit practice exists to close that gap. We act as your customers, interacting with your business exactly as they would — across branches, channels and touchpoints — and we report back with complete honesty.
We deploy trained, anonymous evaluators who interact with your business as real customers — visiting branches, making enquiries, completing transactions — and document every detail of their experience.
We conduct systematic mystery calls to your contact centre — evaluating agent performance, call handling quality, response times and compliance with your defined scripts and service standards.
Our reports are built for action — not filing. Every engagement produces the same four outputs, tailored to your business context.
A comprehensive, evidence-based report covering every assessed touchpoint — with scores, observations and clear findings.
Your results benchmarked against industry standards and, where applicable, against your own previous audit cycles.
A structured, prioritised set of recommended actions — ranked by impact and ease of implementation.
A dedicated debrief with your leadership team to walk through findings, answer questions and agree next steps.
Every audit engagement follows a rigorous, disciplined process to ensure accuracy and objectivity.
We sit down with you to understand your service standards, KPIs, and the exact touchpoints you need evaluated.
We craft highly realistic customer personas, believable scenarios, and rigid evaluation criteria for our field teams.
Our trained evaluators deploy silently, assessing your branches, call centres, and digital channels exactly as real customers would.
We compile all data into an evidence-based report, benchmark your performance, and walk your leadership team through the findings.