10 Questions You’d Never Think to Ask Before Booking a Brand Experience Audit

A brand experience audit can transform the way people see and feel your hospitality or lifestyle brand - but how do you know you’re getting the insights that really matter?

Most people ask the obvious questions: “What’s included?” “How long will it take?” But there are subtler, deeper things to consider that make all the difference.

Here are 10 questions you probably wouldn’t think to ask, but absolutely should:

1. How does my brand actually feel to a first-time visitor?

Beyond logos and messaging, what’s the gut reaction someone gets when they interact with your brand? Will the audit reveal that?

2. Where are the tiny moments I’m missing?

The magic often hides in the details: a website typo, a misaligned image or an unclear menu description. Can the audit spot these?

3. What stories am I not telling?

Your brand has a story, but some of it might be hidden or inconsistent. Will the audit uncover the narratives you’re missing?

4. How do my visuals speak without words?

Photos, colours and layout communicate emotion and promise. Will the audit reveal whether your imagery aligns with your brand story - or contradicts it?

5. Who really notices my brand?

Sometimes the people interacting most with your brand aren’t your intended audience. Will the audit examine who’s truly engaging and why?

6. What’s being said about me when I’m not looking?

Online reviews, social posts, and UGC reveal authentic perception. Will the audit include this unseen perspective?

7. Where does friction creep in?

The smallest frustrations - confusing navigation, unclear messaging, slow responses - can erode trust. Will the audit identify these pain points?

8. How does my story land across touchpoints?

Website, social media, emails, and in-person experiences must all align. Will the audit map how consistent your story really is?

9. What am I overlooking about my audience?

Your guests see and feel things you might not. Will the audit reveal insights about their expectations, desires or frustrations?

10. How will these insights change what I do next?

An audit isn’t just about identifying issues, it’s about action. Will the consultant help you apply the findings in meaningful ways that elevate your brand experience?

Takeaway

A brand experience audit is powerful - but the real value comes from asking the questions you wouldn’t normally think of. These deeper insights help ensure your brand isn’t just seen - it’s felt, remembered and loved.

Curious what a brand experience audit could reveal for your business? Work with us and uncover the hidden stories your audience is already noticing.