What is Open Auditing?
Open auditing (sometimes called “announced site audits” or “open site checks”) is a transparent process where a trained auditor visits your site openly, rather than undercover, to assess standards, compliance, and presentation.
Unlike covert visits, open audits allow the auditor to identify themselves and ask staff, such as a duty manager, direct questions about procedures, requirements, and compliance.
There is no need to hide the purpose of the visit. Staff responses are recorded and can form an important part of the audit. This helps you check that key team members understand and can communicate the correct procedures and information.
Where Does Open Auditing Apply?
Open audits are relevant to almost any bricks-and-mortar B2C organisation. Examples include:
- Retail stores
- Automotive dealerships and automotive servicing providers
- Residential property developments and marketing suites
- Holiday parks and resorts
- Franchises with physical locations
- Fitness, leisure, and wellness centres
- Care homes and retirement communities
- Hotels
- Serviced offices
- and many more...
If your business has a physical site and standards to maintain, open auditing can help you see what’s really happening on the ground.
Schedule a discovery call or call now on 01392 984224.
Testimonial
We have a number of measurement programmes that Customerwise deliver for us. Tam and the team provide us with a professional, flexible and efficient service, which is backed up with a sophisticated online portal that gives us real insight into areas of our business, enabling us to consistently support our onsite team and improve upon customer experience.
Tam and her team are always on hand to swiftly answer and provide solutions to all our queries and I can highly recommend their services.
Miller Homes
What Can Be Audited?
Open audits can be tailored to your specific requirements, but common areas of focus include:
- Signage and branding compliance
- Cleanliness and presentation of premises
- Product merchandising and stock placement
- Availability and accuracy of point-of-sale materials
- Accessibility and safety
- Information displays and regulatory notices
- Staff presentation and environment
- Staff knowledge and ability to explain correct procedures (via direct questioning)
Why and When to Use Open Auditing
A common reason to commission open audits is when there have been recent changes to procedures, policies, or display requirements. Audits are often used to verify that these changes have been fully implemented across all sites, and that staff are aware of and following the new standards.
Open auditing is also valuable as a preparatory step before external audits by regulators, franchisors, industry or governing bodies. By conducting pre-audits, you can identify and address issues in advance, ensuring your sites are ready and reducing the risk of surprises during official inspections. Open auditing is equally useful for routine compliance checks and for demonstrating due diligence to regulators or brand partners.
Why Choose Customerwise for Open Auditing?
Customerwise combines the reach and realism of our mystery shopper network with the rigour of professional auditing. Many of our auditors are also experienced mystery shoppers, able to work both covertly and openly as needed—even within the same assignment. This flexibility means we can provide a subtle, semi-covert first stage, followed by a fully open audit, depending on your needs.
Seamless Reporting and Actionable Results
All open audits are reported through our SASSIE online platform, with each site visit generating an individual, template-based report. Reports typically include scored sections, narrative comments, and are tailored to your requirements. All results feed directly into your dashboard, with tiered access for different stakeholders and trigger alerts for urgent issues. This unified system means you can view and act on audit results alongside your mystery shopping and other feedback—all in one place.
Typical Use Cases
- Ensuring brand standards are met across multiple locations
- Checking merchandising compliance in retail environments
- Verifying regulatory or legal notices are displayed correctly
- Monitoring cleanliness, safety, or accessibility
- Supporting franchisees or partners to meet required standards
- Confirming new procedures or requirements have been implemented following updates
- Conducting pre-audits to prepare for external inspections by regulators, franchisors, or other bodies
How to Get Started
Ready to see how open auditing can help your business? Contact us to discuss your requirements or to arrange a pilot audit.