Kateryna Murza

For businesses

Your marketing makes a promise. Does your service keep it?

Customer-experience audits for clinics, aesthetics businesses, hotels and premium services. Your customer journey, walked the way a real client walks it — showing where people hesitate, lose trust or quietly choose someone else.

Discuss an audit
Kateryna Murza in a white suit

Worth a look if

  • 01Enquiries come in, but too few turn into bookings.
  • 02Reviews praise your results but mention communication, waiting or confusion.
  • 03Your team answers the same questions again and again.
  • 04You serve international clients and aren’t sure how your service comes across to them.
  • 05You are about to invest in marketing and want the experience to live up to it.

Why an outside view

Teams know their service too well to see it fresh. The audit combines years of service experience in international aviation with a psychologist’s understanding of how people feel, hesitate and decide.

What this is not

A review of service experience and communication — not an assessment of medical quality, treatment safety or regulatory compliance, and never a psychological assessment of your customers or team.

For businesses

Ways to work together

Customer Journey & Trust Audit

See your business through your customer’s eyes — and get a prioritised list of what to fix first.

Who it is for
Service businesses that want to understand how prospective and existing customers experience them.
What to expect
Actionable, evidence-backed findings about clarity, trust and consistency — not a guaranteed increase in revenue.
Format
Scoped project: briefing, review of online touchpoints and communications, and a company-authorised mystery enquiry or visit where appropriate
Duration
About two to three weeks for one journey, location and customer language
Fee
Project quote after a short scoping conversation.

Included

  • Journey map
  • Evidence-backed observations, marked as observed, reported or inferred
  • Points of friction
  • Prioritised improvement plan
  • 60-minute findings meeting

Not included

  • Travel, visits, purchases, interviews and extra languages unless scoped separately

Discuss an audit

International Patient Experience Audit

For clinics with international patients: from the first Instagram message to aftercare — where trust is built, and where it leaks.

Who it is for
Clinics and aesthetics businesses that want communication and service to build understanding and trust before, during and after a visit.
What to expect
A clear view of the patient journey from discovery to aftercare. This is a service-experience review, not an assessment of medical quality, treatment safety or regulatory compliance.
Format
Discovery → social media and website → enquiry and WhatsApp → booking → consultation and visit communications → aftercare
Duration
About three to four weeks for one defined patient journey
Fee
Custom quote.

Included

  • Journey map
  • Review and competitor analysis
  • Communication findings
  • Prioritised recommendations
  • Team debrief

Not included

  • Access to patient records
  • Any medical procedure

Discuss an audit

How a project works

  1. A short, no-obligation call about your business and the question you want answered.
  2. A written proposal with scope, timeline and fee.
  3. The audit: briefing, then the agreed customer journey, observed and documented.
  4. Findings, a prioritised plan and a debrief with your team.
Discuss an audit