Best-selling products
We examine the products already performing well to understand what customers respond to, what builds confidence, and which elements may be contributing to stronger conversion.
Customer Experience
Customer Experience Reviews
A deeper review of how customers discover, evaluate, purchase, receive, and experience your products — identifying the friction that may be reducing confidence, increasing abandonment, and limiting conversion.
Understand what is stopping customers from buying.
Traffic alone does not create sales. Customers need to understand the product, trust the business, feel confident in their decision, and move through the buying journey without unnecessary friction.
The Customer Experience Review looks deeper into that journey. We review how customers experience your best-selling and worst-performing products, how they move through the store, where confidence may be lost, and what may be causing them to leave before completing a purchase.
The goal is to identify where customer friction exists and provide practical recommendations that help improve confidence, reduce abandonment, and create a smoother buying experience.
What we review
A closer look at the moments that influence the buying decision.
We combine customer-journey walkthroughs, product analysis, user behaviour, customer feedback, support touchpoints, and ecommerce data to understand where friction may be affecting conversion.
Underperforming products
We review products that receive traffic but fail to convert as expected, looking for friction in presentation, messaging, trust, usability, and the path to purchase.
Customer journey
We walk through the experience from product discovery through evaluation, cart, checkout, fulfilment, and post-purchase communication to identify where customers may hesitate or leave.
Product-page experience
We assess how effectively the page communicates product value, information, imagery, pricing, options, reassurance, and the next step in the buying process.
UX & buying friction
We identify usability problems, confusing interactions, unnecessary steps, weak hierarchy, mobile issues, and other barriers that can make purchasing harder than it needs to be.
Customer confidence
We review trust signals, reviews, UGC, product reassurance, policies, delivery information, returns, guarantees, and anything else that influences purchase confidence.
Customer feedback & support
We consider customer reviews, support interactions, recurring questions, complaints, support emails, and feedback that may reveal problems in the product or customer experience.
Post-purchase experience
We review what happens after the order, including confirmation, shipping communication, delivery expectations, support access, and the experience customers receive after purchasing.
How it works
From customer behaviour to practical improvements.
We combine direct experience, customer feedback, and behavioural data to understand where friction occurs and what should be improved first.
- 01
Consultation
We begin with a consultation to understand the business, key products, current performance, known issues, customer profile, and what you want to improve.
- 02
Customer walkthrough
We personally move through the customer journey, focusing on both best-selling and underperforming products and reviewing the experience across desktop and mobile.
- 03
Analyse the friction
We combine the walkthrough with customer feedback, UGC, reviews, support communication, product-page behaviour, abandoned-cart data, and other relevant information to identify where confidence or momentum may be lost.
- 04
Prioritise improvements
The findings are organised into clear opportunities and prioritised recommendations so you understand what matters most and what should be improved first.
What you receive
A clear view of the customer friction holding conversion back.
The review turns observations, customer feedback, and behaviour into a structured set of findings that can be understood and acted on.
PDF Customer Experience Report
A structured report explaining the findings, why they matter, and how they may affect the customer journey.
Annotated Screenshots
Specific examples from the store showing areas of friction, confusion, lost confidence, or missed opportunities.
Friction & Opportunity Matrix
Findings organised by severity, customer impact, and improvement opportunity.
Prioritised Recommendations
A clear list of what should be addressed first rather than an overwhelming collection of possible changes.
Measurement Recommendations
Guidance on what should be monitored before and after improvements, including abandoned carts, checkout abandonment, product-page actions, add-to-cart rates, order performance, and behavioural differences before and after changes.
Common friction
The problem is not always the product.
Customers can be interested in a product and still leave without purchasing. Small points of friction throughout the journey can gradually weaken confidence and prevent the sale.
Unclear product value
Customers see the product but do not immediately understand why it is right for them.
Missing reassurance
Important information about delivery, returns, quality, guarantees, or trust appears too late in the journey.
Product-page overload
Too much information, weak hierarchy, or unclear options make the buying decision harder.
Weak social proof
Reviews or UGC exist but fail to answer the questions customers actually have.
Mobile friction
Important actions, information, or product options are difficult to use or understand on smaller screens.
Unexpected checkout friction
Costs, delivery information, required fields, or confusing steps create hesitation near the final purchase.
Disconnected support
Questions raised repeatedly through customer support reveal information that should have been answered earlier in the journey.
Post-purchase uncertainty
Poor confirmation, tracking, or communication can weaken trust even after the sale has been completed.
Need help making the improvements?
The Customer Experience Review is primarily a diagnostic and consulting service. If you would like help implementing the recommendations afterwards, Salinas Digital can provide additional support depending on the changes required. Implementation work is quoted separately based on the scope and nature of the request.
Frequently Asked Questions
Everything you need to know before requesting a Customer Experience Review.
Categories
Find out where customers are losing confidence.
Understand what is creating friction in your customer journey and get a clear plan for improving the buying experience.