FAQ’s

How does Penshee approach experience transformation differently? 

Penshee approaches an Experience Transformation with a holistic design framework, starting with a deep understanding of your people, place, and purpose. We do not reduce experience to compliance audits or service standards. We look beyond isolated issues to understand the culture, operations, and touchpoints shaping the experience, so what we deliver across the organisation is relevant, useful and intentional. 

What outcomes can a customer experience transformation deliver? 

Customer Experience Transformation creates clearer organisational purpose and stronger operational alignment, giving all teams the confidence and clarity to deliver a more intentional experience. For some organisations, this can improve loyalty, advocacy, or conversion. For others, it supports a more productive workplace experience, stronger visitor confidence, or a more consistent expression across sites. 

How can Experience Assessments support customer experience transformation? 

To define a clear direction for transformation, an organisation first needs to understand where its experience stands today. Penshee’s Experience Assessments provide that insight, showing how the current experience feels, not just intended and where there is potential to improve. These rich findings become the foundation for our strategic thinking, helping define priorities, identify opportunities and shape what comes next. 

Why are human first Experience Assessments more effective than standard audits? 

Human-first Experience Assessments are more effective because people do not experience places through a set of checklists. Standard audits or Mystery Shopping may confirm whether a standard was met, but they rarely capture how the experience works and feels. Our founder often recalls hotel audits asking, “Was there an 1800-watt hairdryer?” — but not whether it was usable, accessible, near a mirror, or working. Penshee’s approach allows trained assessors to notice emotional impact, subtle friction and the difference between technically correct service and an experience that feels meaningful. 

What industries does Penshee support with customer experience transformation? 

Penshee supports any sector where people visit, move through, or receive an experience in person — including corporate workplaces, law firms, property and asset management, hospitality, retail, showrooms, healthcare, and other customer-facing environments. What matters most is not the industry label, but how people and place shape perception. Our work is especially valuable where experiences feel inconsistent, under-realised, or misaligned with the quality and ambition of the brand. 

What happens after an Experience Assessment is completed? 

After an Experience Assessment is completed, the findings are shared through Penshee’s portal, where they can be explored, tailored, and shared in the most helpful way for different audiences. Operators may need metrics, trends, and benchmarking, while front-line teams often benefit from clear, human feedback, with reports available without scores if helpful. From there, organisations can act on the insights, commission further assessments to track progress, or use the findings as the foundation for a wider experience transformation. 

How often should organisations carry out Experience Assessments? 

How often an organisation should carry out Experience Assessments depends on its pace of change, complexity, and what the insight is being used for. Some benefit from a regular cadence to track progress and maintain visibility, while others use assessments at key moments, such as after a move, refurbishment, service redesign, or operating model change. Certainly, they are most valuable when treated as an ongoing commitment to experience quality, not a one-off exercise.